In the last three blogs I’ve covered basic steps to improving Customer Service to Your Salesforce.  Today, I’d like to suggest another simple action that will improve your Customer Service — using a task reminder.

We all have our own reminder system.  Whether it’s a To Do List, a message on your phone, a pop-up when you log in to your computer or Outlook, they all do the job.

For instance, most salesforce software packages have the ability to keep an inquiry open or closed.  Often, they have the ability to prioritize, assign and distribute as well. These are all pretty standard features. 

But to work well as a task reminder, you need to be sure your software has the ability to “track all inquiries.”  This system provides visibility to everyone in the company and allows everyone to access the information.  If your system does not have the capability to provide a task reminder, don’t despair.  There are many software programs available to you.  In fact, you probably already have one on your computer – Outlook.  Here’s how it works as task reminder.

First identify a task your want to be reminded of.  For example, let’s say your customer was expecting a delivery today and you identify through the carrier the package is scheduled for delivery at 2:30.

Task reminder is entered for:

• 3pm for you to check with carrier package has been delivered AND
• 3:15pm you enter a task to contact customer to confirm package has been received.

Once that task has been completed, enter result, close and save.

 Once the task has been identified, enter the information within the system.  Below are steps to follow with Outlook:

• Click on View
• Click on Task
• Double Click in window “Click here to add a new Task”
• In “Subject” window enter a short description of task
• Select Due Date
• Select Start Date
• Select applicable Status
• Select appropriate priority
• Select “Reminder” date and time
• In the large window below enter as much detail as is needed to complete the task
• Select applicable “Categories”, this allows the task to be grouped with similar tasks
• Click on Save and Close
• The Task now appears as open
• If the Task is past due it will appear in red
• Once you have completed the task, enter the result, save and close

 You would follow the same process with other programs and below are the 7 steps:

1.  Date and time stamp the initial inquiry
2. Mark the inquiry for action
3. Identify that action (contact carrier, sent request to product development, assigned task to supervisor, etc.)
4. Date and time stamp when response expected
5. Date and time stamp follow-up with customer with status (within 24 hours)
6. Date and time stamp follow-up with action results
7. Work on the task 2 or 3 times a day until complete

Please note that all tasks for customer service have a priority of one. But, if it helps to expedite those items requiring more time, then a priority system should be identified.  Most systems allow you to prioritize (as shown above in Outlook).

We all hate it when a simple task “slips through a crack” and becomes a problem, or worse, an embarrassment.  A task reminder is the simplest way to be sure that doesn’t happen.

Chris Clark

Chris Clark is consistently dedicated to the success of our business.  No project is too big or small for her to tackle and she completes each with professionalism, timeliness, and enthusiasm.    We always enjoy working with Chris. Marcia Negro-Essential Bodywear

Ah, the fall selling season. Isn’t it wonderful?  We pretty much know that sales will increase as the holidays approach.  It’s a magical time – but it also takes preparation and training to help your sales force receive the full benefits of the gift-giving season.  One way is by doing some math.

Turn Sales into Income: Help your sales people understand in dollars and cents just how much they will earn by doing one more party, meeting one more customer, running one more event. Make it real for them.  Show them the numbers.

Calculate the Real Cut-Off Date. Have you announced the cut off date for guaranteed holiday delivery?  Great!  But your salesforce needs to keep a few things in mind:

• Will the order be delivered to the host?  She won’t want to be running around delivering orders at the last minute.  So move up the date.
• Are your products great to have before the holidays – for entertaining, preparing food or attending parties? Well then, move it up some more!

While it could seem like you have seven or eight weeks to bring in the sales, you might, in reality, only have four.  Basic stuff? Yes. But has that really sunk in with your sales people?  You can help them understand and create a sense of urgency by just doing the math.

Lori Moser

Lori Moser built a personal sales organization of thousands, and now helps direct selling companies put the salesforce training in place they need to succeed.  Lori can help your organization by both creating and delivering training that brings results!  For more information, contact her at lori (at) luceandassociates (dot) com.

photo credit: cogdogblog