If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is all about.

If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience.

Often that isn't the case, in fact we're often not spoken to at all, or we're asked the silly question, 'can I help you', which virtually everyone knee-jerks an answer to with, 'no thanks, I'm just looking'.

We want help, but funnily enough we don't want to admit it. We need an education on what it is we're buying so we can be confident with out buying decision, but we don't like to admit we're dumb or don't know anything to the sales assistant. So we have a dilemma!

Then if we do find someone who we feel wants to help us, then often we don't relate to them as a person and so we don't have a good emotional experience.

A good emotional experience is what great customer service is all about. Poor or satisfactory service is where you get an average experience that doesn't make you 'feel' better than you did before you went to the store.

The difference between satisfactory and poor service is the difference between the emotions experienced in the buying process.

Let's face it. There are two types of service we experience that we will tell people about PRO-ACTIVELY.

Very bad service, or outstanding service! Typically we have forgotten about the business and persona we have just bought from in about 5 seconds after leaving. Do you think that is conducive to getting a customer to give you lots of referrals?

It all comes down to making your customer feel better than they did before they purchased from you. So customer service...a major part of sales...is really this...

Emotional Upliftment!

What sort of emotions do you want to help your customers to experience?

Confidence, happiness, friendship, joy, removal of fear, reduction of apprehension, or a combination of any of these.

Now let's look at how you can have you customers experience any of these emotions.

First of all we need to understand a couple of proven principles. The first one is that 80% of the population has a fear of sales people. They don't trust them, they don't really like them and they are worried about being ripped off by one of them.

Why do I say this? Because I have asked hundreds of sales people in sales training seminars that I conduct what their beliefs about sales people are. And 80% of sales people believe sales people are liars, rip off merchants, just want you money, talk to much etc. etc. It may seem had to believe, but ask yourself the same question, what do you believe about sales people and see what your own answers are!

So if we as customers believe this about sales people, we're already on the defensive before the sales person opens their mouth. That's often why we tell them, 'we're right, we're just looking'. It's better than saying, 'we don't know anything about the product we'd like to buy but we have the money to buy it and I am sure you will help us to make an informed decision today to buy'.

So to be effective in customer service we must understand people have a basic fear and distrust of sales people, and they think any person who talks to them from any business they want to buy from has sales people. Can you see the Dilemma?

So here's what you need to do to develop outstanding customer service, in the customer's eyes...

Stop being anything like a typical 'sales person'!

Don't say things to customers every other sales person says, instead of saying, 'hi can I help you', why not say, 'hi have you been into our store before?'

You'll be starting off on the right foot and it will sound like you genuinely want to help them!

Then ask questions and keep asking questions, because what do 'sales people' do? They "tell" people what to think and give their "opinion". How much do you think the opinion matters of someone you already think is a liar?

That my friend is the secret to sales, don't be a sales person! Be anything but a "sales person". Be the opposite to everything a typical sales person is, as defined by a customer and your sales and customer service will increase dramatically, and of course so will your profits!

Tim Stokes is a master communicator. He teaches small business owners how to give customers a strong emotional uplifting experience.

Tim's results speak for themselves with clients increasing sales by 357% in 30 days, others selling 50% more at 30% higher prices. This information he touches on briefly above has incredible power when applied to any business no matter what product or service it sells.

Tim Stokes is available for help with your customer service or sales process so visit his website to learn more, at http://www.bbms.com.au

---

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

Carpet Cleaning in Surrey

Like any business, carpet and upholstery cleaning requires excellent customer... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Customer Service Tips for Mail Order Businesses

Can we be too good to our customers?... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More