Is your customer service department sometimes 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.

As mentioned previously, the easiest and most effective technique is proactive outbound calls.  Okay, let’s say you’re already doing that.  The next best thing you can do is to make Customer Service part of the process in communicating to the field.  Simply put, Customer Service should ALWAYS be the last approval of ANY communication going to the field.

Why?  Simple.  They are the experts. And you want to make sure everyone is aware of that fact. There are many good reasons for this, but here are my top 3:

1. Positioning your Customer Service people as the experts not only makes sense, it takes the heat off of everyone else!
2. Customer Service communicates with the customer/sales representative on a constant basis, so they already know what the field is thinking.
3. Since your Customer Service Department people are the ones who will end up explaining and answering whatever questions arise regarding communications, keeping them in the loop saves everyone time.

The steps to include Customer Service in the communication process would be something like this:

1. A Customer Service representative should be included in all planning meetings (promotions, events, operations).  That way, he/she can get a clear understanding as to what the communication is wanting to accomplish (increase recruiting, increase sales, an explanation of process).
2. The Customer Service representative should then work very closely with the communication creator.  This teamwork will expedite the process and possibly allow the communication to be distributed for approval in the final form the first it’s circulated.
3. Once the communication is final, the Customer Service representative should have a meeting with all Customer Service representatives to review the communication. At this point, Frequently Asked Questions (FAQs) and responses are created.  Again, this process assures that the Customer Service Department is ultimate authority.
4. Once the communication is released to the field, Customer Service should track each inquiry regarding that communication.  This will allow the entire company to see the result of the communication and how something similar should be handled in the future.

Including Customer Service in the communication process is the best way to position them the experts, and that helps everyone- your home office team, your sales force and your customers!

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

Chris Clark

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

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