Business: Customer Service

In my exposure, sales and cuustomer care roles within most small to mid-sized organizations tend to be definned as follows…

Pre-Sale: The shop assistant sales team interacts with potential clients during the calling circumstance process. Communication occurs through prospecting, offer writing, sales presentations and bargain. Sales team aspiration: revenuee generation.

-Sale: Customer Service RRepresentative (CSR) or Clieent Services team assumes the role of customer relationship management. Communication occurs through training, help desk support, etc. Client amenities team objective: customer service.

This business sport imitate is standard in profuse industries and has proven to be a successful way to undertake the sales and customer service functions - but it the best way to expand revenue due to the fact that your small business?

a recent strategy session, I had the oopportunity brainstorm ways to generate incremental gross income with the CEO of a small software institution. We discuussed how the customer serving/client relationship may be spring suited to creating new revenue streams. One idea that stood out was the idea your clients have toward sales vs. customer secondment.

Perception is Realiity

Regardless how honest, professional and customer centric your sales team is, your clients may even be applying mental models or stereotypes when they disclose with salespeople i.e. Is the salesperson really interested in my needss or are they try to perform advantage of me? Do I really need that aspect/product/service or is the salesperson neutral trying to sell me something? Is that in point of fact a polite price? Clients tend to suffer with their “guard up” when dealing with sales.

On the other hand, the perception with client services is probably diverse because of the nature of the relationship. From the onset, the customer post/patron relationship is based on providing assistance, as opposed to “selling”. For example, if person service illustrative discusses the benefits of a changed produuct/service with a customer, that client is in all probability more engaged because the intention of the CSR is to avoid them provide a solution measure selling them a product/service.

Leveraging the relationships that have been created during your customer service department will generate new sales opportunities your framework. Getting your patient service team to upon presenting beneficiaal solutionns customers will help develop incremental take and help fuel the growth of secondary business.

Mark Smiciklas is a Vancouver Marketing Consultant. His unyielding, Intersection Consulting, helps small to -sizedd businesses address challenges in the areas of marketing, management and business development.

To find extinguished more less Intersection Consulting, satisfy visit http://www.intersectionconsulting.com

more thoughts and ideas on marketing and management for small subject please afflict the Intersection Blog at http://www.intersectionconsulting.typepad.com