Critical
Customer Service Skills You Must Have
By Dennis Sommer (www.dennissommer.com)
Do want to be known as "The Expert" or "The
Guru"? Do you want to advance your career and income?
If you answered yes to both of these questions then you
need to become a “Top Performer” in your profession.
Whether you are now a Manager, Executive, Consultant,
Sales or Service Specialist, then Customer Service skills
will be one of the keys to your success. Experience and
knowledge in your area of specialty may make you an above
average performer, but to be a “Top Performer”
start implementing the following 16 Customer Service skills
and action items today.
Top performers are successful by being honest, respecting
a clients intelligence and focusing all their energies
on how to make a difference in a clients life. After reviewing
the following “Top Performer” Customer Service
skills and action items, you will know how to be more
effective, efficient, and successful.
As customer satisfaction
improves, so does your revenue and career.
1. Your attitude, attention, and commitment to resolving
customer complaints will have a huge impact on customer
satisfaction and the likelihood that they will buy more.
2. Money motivates in the short term but helping make
a customer’s life better will provide sustained
success.
3. Guarantee your offering and stand by it. It is best
to offer an unconditional money back guarantee.
4. Trust in your company and the customers perception
of the level that your company and people will stand
behind the offering in the event of problems is the
number one reason customers purchase an offering.
5. The best way to serve your company is by putting
the customer first. You may lose a sale today, but long
term rewards will be much greater.
6. Quality improvements that improve customer satisfaction
are more profitable than those focused on cost cutting.
7. Help customers achieve their goals.
8. Achieve your goals by satisfying customers.
9. Have the best interest of the customer in mind.
10. Get customers to discuss their needs with you.
11. Influence customers by information rather than by
pressure.
12. Offer an offering that is best suited to meet a
customers needs.
13. Answer a customers question as correctly as possible.
14. Try to bring a customer with a problem together
with a offering that helps them solve that problem.
15. Disagree with a customer in order to help them make
a better decision.
16. Give a customer an accurate expectation of what
the offering will do for them.
About The Author
- Dennis Sommer
 Dennis
Sommer is the founder and CEO of Executive Business Advisers,
a management consulting firm helping senior executives
maximize both sales and profit growth. Dennis specializes
in strategic planning, sales, marketing and operations
performance improvement.
Dennis is a highly
sought after author, keynote and seminar speaker on
sales, leadership and business best practices.
Contact Dennis at www.executivebusinessadvisers.com
or www.dennissommer.com
.
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