If you have a sales team or customer service team that deals with your customers on a daily basis – either face-to-face in a retail or doorstop environment or as part of an inbound or outbound telephone team – they are the most important, and most visible aspect of your business. Working at the coalface each and every day makes this part of your business unique, as they get to see and experience your customers, and learn to understand what motivates them, how likely they are to continue purchasing from you, how likely they are to recommend to other people, and how likely they are to leave and take those referrals with them.
With this in mind it is vital that you learn the importance of your sales and customer service team and shine a light on them to highlight how they are the lifeblood of your company, the light of your brand consistency, and the heroes who ensure the company is an on-going success that continue to thrive and grow.
In order to be successful you must have a firm grip on your customers and an understanding of how your business is perceived. Putting in place a sales team and customer service team to deal with customers in a prompt, friendly, and effective way is the only way to ensure sales are made quickly, and that any issues or problems are resolved in a timely manner without there being a drop in quality of standards.
Consistent brand reputation and customer service standards are important to maintain a good relationship with your existing customers and to entice brand new customers. The only way to ensure you have the best chance of performing to a consistent high standard is to make these important teams within your company understand exactly how important that are to your company. They are the people who talk to your customers daily, can understand the pressure points, the places where customers are asking for better, and where satisfaction and happy customers already exist.
This is invaluable information to hold. Offer your sales and customer service agents the chance to grow with you. Regular, in-depth training is important within any profession, but by offering it within your organisation you can implement high and consistent standards of processes and performance from your staff, increase staff happiness, morale and staff retention, and from there you can build a strong and consistent approach to customer service that lasts for many years. A happy employee will transmit this naturally to your customers, and deliver a high standard of service to your customers as a result.
Find a professional training provider that shares your company ethics and ideals, and understands the importance of your sales and customer service teams. Building long-term staff and client satisfaction takes time, but through a careful implementation of general customer service skills combined with specific training that is tailored to your specific business and brand you can ensure that you are giving your staff the best chance to improve individually and to improve the business as a whole over time.