The third element in building and maintaining an effective customer relationship is having the right people with the right personal characteristics with sufficient authority to solve problems. Based upon expectations created in marketing and sales, your personnel must demonstrate they care about the customers business and aspirations or problems you are here to resolve. During their interactions with customers, they need to be emphatic in emotionally charged situations - deal with the emotion first, then move on to a solution.
Given the shows on the promise and recovery gaps, create an environment where the customer-contact personnel can help the customer win while protecting the financial health of the company.
EPISODE 89: Summary
All of the personnel engage in the customer contact process must have (1) intimate knowledge of how to get things done in your organization, (2) understand how the customer will use your offer and results they expect, (3) have the authority to fix the majority situations they will encounter, and (4) demonstrate empathy when dealing with unhappy customers.
EPISODE 90: Access to Customer Knowledge
This is critical. You need to have a historical perspective on this account. That includes what has been purchased before and who they know inside the company. You need to arm yourself to deal with 2 problems: dealing with their frustration with failure to deliver on promise, and know what you can do before the conversation starts.
EPISODE 91: Empathy (Sincerity – Value Their Business)
Now for the hard part. Unless you are the person that made the promise, this is not about you. They are going to take it out on you and this is a great opportunity to demonstrate service skills. The place to start is to have an out of body experience - imagine you are watching this exchange, not the person being beat on.
EPISODE 92: Assurance (Competent and Empowered Personnel)
Once you have discharged the emotion, now is the time to move into problem solving. Now you can summarize by eliminating the emotion. This will allow you to eliminate the exaggerations to reduce the cost to the business.
Next Show/Chapter 23: Getting Inside the Customer
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