by Chris Clark

Is your customer service department the “bad guy?”  Does your sales force continually complain about customer service? Whether those impressions are real, imagined or somewhere in between, you can do something about them. Over the next few weeks I’ll share simple, proven ways to combat the negative image Customer Service Departments sometimes develop.

Let’s start with one of the easiest and most effective techniques-proactive outbound calls. These are calls to your sales force members that your company initiates; they’re not in response to any incoming calls or existing issues.  They’re the corporate equivalent of “I just called to say hi.” After all, why should the only time your sales force has contact with Customer Service be when something’s wrong?  Proactive outbound calls are one of the quickest, easiest ways to support your sales force and your company.

A typical call might begin something like this:

“Hi, this is (name) from Customer Service at (company name).  This is simply a courtesy call to see how you’re doing.  Is there any way we can help you in your business today?”

The key at this point is listening, and letting the person on the other end know you’re listening.  Let him or her speak, then summarize and repeat back to them exactly what they just said.  For instance, if your sales person mentions deliveries have been slow of late, your Customer Service rep might says something like:

“What I hear you saying is deliveries have been slower than usual recently,and that’s affecting your business.  Is that about right?”

Don’t promise quick fixes.  Do promise the issue will be looked into, and thank the sales person for their input. That’s enough.

I recommend each Customer Service rep make two proactive outbound calls a day. You’ll find your sales force will appreciate the fact that they’re simply being listened to, and they’re not out there on their own.

Look for more quick tips to improving customer service in the near future!

Chris Clark is an invaluable addition to any direct sales team, especially when it comes to the many issues that can quickly surround administration of customer service, compensation, inventory management and order processing.  Learn more about how Chris can help your company at http://www.luceandassociates.com/Chris-Clark.html.

Photo Credit: Seattle Municipal Archives