Customer Service The Difference Between polite And friendly

I know thi? ?s a painfully obvious statement, ?ust roll w?th m? h?re =o)

I challenge business owners and marketing managers (of all types of companies selling an? product ?r service) t? spend a day w?th ?our customer service department.

As you observe and interact w?th them, ?sk your??lf some ?f the f?ll?wing questions:

Are th?? truly friendly people ?r ?r? th?? just g??ng through th? motions?

Does th?? person ?r people have ? true passion f?r your business, or did th?y ?ust “need ? job”?

Don’t get me wrong, I’d never imply ?ou n?ed t? run out t? the sales floor and fire ??ur customer service department!

Sure, ??metimes people ?ust “need t? go”, but try th?s w?th ?our sales / customer service team, th?n filter out the bad eggs ?f necessary:

Let them kn?w h?w important th?y are t? ??ur business by spending an entire day (or more) working w?th them, taking calls, helping them w?th the customers.

They w?ll ?p?r??iat? th? fact ?ou h?v? true empathy f?r wh?t th?? g? through everyday ?nd th?? will be more loyal to ??u and your company.

They w?ll feel m?r? comfortable, relaxed ?nd appreciated in th??r job and feel l?ke ? person wh? ?? vital to th? success of h?m?elf and th?s? ?r?und him….not like a robot in ? cubicle.

You’ll ?ls? b? surprised h?w mu?h ?ou learn ?b?ut ??ur customers ?nd wh?t they really want, so you ??n give ?our sales team the b?st tools t? sell!

I’ve d?ne m? share of cubicle phone calls and more th?n m? share ?f over-the-counter parts sales.

When the boss g?t involved ?nd made calls w?th us, I always appreciated it and reminded me I need to h?ve ??me fun and trul? connect with th? customers.

I eventually w?s promoted to manager, ?nd I ?lwa?? made ?ure t? spend ?om? time everyday on th? counter, pulling parts, ?n the register, ?nst??d ?f hiding in the office do?ng paperwork ?ll day.

Out of a 15 store division, m? store was consistently #1 ?r #2.

I’m not bragging here….it wa?n’t ab?ut me. The entire team respected each ?ther ?nd found w?y to h?ve fun with the customers. As a result, people cam? back and asked f?r th?ir parts guy/gal by name.

If y?u ?an plug genuinely friendly people into ?our business and nurture them, ??u’ll g?t ?ll the sales ?ou deserve fr?m all of that expensive advertising!

As always, I w?lcom? ?our comments/suggestions w?th my blogs.

Jim Ferraro

The DDD Directory

888-443-4634



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