Transparency in interactions work wonders. Customers today are more trustworthy of organizations that admit faults and focus instead on strengths creating new opportunities for continued customer engagement.
I’m not a sales guy, I’m a customer service guy. Being a customer service guy, I hate having to sell. I prefer winning customers through awesome experiences.
The guys over at HelpScout are doing awesome things with customer service…all of the time. They’ve been kind enough to share this fantastic infographic with 10 secrets to converting more customers without having to do traditional sales. These are tried and tested methods that truly work. The key to these is using psychology to help to customer get to “yes!”.
Culture Matters!
Customers more readily associate with an organization that clearly stands for something. Think about that the next time someone says a corporate mission statement doesn’t matter or that publishing your company culture or set of values isn’t a priority. Over 64% of customers who feel they have a strong connection with a service provider said it was because they had shared values with the organizations that serve them.
Create Opportunities for Unique Service
When it comes to the end result, consistency matters in the mind of the customer. People working with you want to know that you’re dependable and will deliver results in the end. But how you arrive at those results is critical in developing the ongoing relationship with customers.
Surprise customers with something fun, something new, something unique. Even if it’s a greeting, it’s enough to set things in motion and re-ensure customers that they’re dealing with someone who cares.
Customer Service Action
Sales don’t only come from cold calls. There are opportunities to develop customer relationships that lead to new and continued sales all around. The key is to take action and create the environment where these opportunities can blossom and then take advantage of the fact that customers really want to be wowed, they really do want to receive great service.
Focus a little bit more on understanding what your customers want and then create opportunities for your service teams to deliver.
By trait I am a customer service rep but all my jobs they demand we offer items or services even when customers are having issue due to our policies and I find it very difficult to manage the customers issues and then try to sell them something. I like to win people over first and then if all goes well try to sell them something. They would be more excepting of the offer. In all my jobs they do not feel that way and have threats start coming at me about my job. Most CSR job are through third party vendors cause the big corporations do not want to be bothered with employees, however little do they know that these companies could be hurting their bottom lines cause the customer are not being treated properly. It is very refreshing to see that others do feel the same way I do cause often I feel I am the only one that feels this way. I really enjoyed this article and everything in it. Thank you so much for this.
Sincerely,
Margarita poor