Vol.14 Issue. 12 Editorial Purpose: Our mission is to promote personal and professional development based on constructive values, sound ethics, and timeless principles. Sales & Service Excellence Essentials is published monthly by HR.com, 124 Wellington Street East Aurora, Ontario Canada L4G 1J1 Internet Address: www.hr.com Submissions and Correspondence: Please send any correspondence, articles, letters to the editor, and requests to reprint, republish, or excerpt articles to SSE@editor.hr.com For customer service, or information on products and services call 1-877-472-6648 Sales & Service Excellence Essentials Publishing: Debbie McGrath, CEO, HR.com - Publisher Shelley Marsland-Beard - VP of Sales Deepa Damodaran - Editor R. Nataraj - Design and Layout Copyright © 2015 HR.com Publishing. No part of this publication may be reproduced or transmitted in any form without written permission from the publisher. Quotations must be credited Serving customers, especially the irate ones, is not an easy task. They become angry for variety of reasons - sometime justified sometime not - and behave rudely with customer service representatives. However, even the most irrational or self-absorbed customers can teach you valuable tools to improve service! How you respond to such customers is critical. What you need is a little bit more ‘patience’ to ‘listen’ to what they have to say before trying to defend or justify your side. Our Cover Article, Lessons Learned From Irate Customers: 4 rules of communication by Joe Curcillo, will give you a lesson or two on how to deal with such situations. It is the Holiday Season - time to send customers gifts as a token of appreciation. Gifts, however small are cherished - not just by children, but also by adults. Chip R. Bell, in his article Are Your Customers Getting Another Holiday Tie?: 3 innovative ways to decorate customers’ experience, narrates how his grandmother used to make his and his cousins’ Christmas holidays special with small gifts. Although the gift used to be predictable, everyone cherished the gesture. Customers too appreciate well-thought gifts. So, how to make your customer’s holiday experiences innovative this Christmas? Chips shares three ways to innovatively decorate customers’ experience to make them holiday-ready. Picking your words matter! A wrong word at the wrong time can dramatically change the course of a sale or sales meeting, either for the better or…. During the appointment setting call, you will have to give the person at the other end of the line a reason to want to see you. What should your reason be? Should it be to ‘learn more about the buyer, their company, and buying process’ or ‘discuss’? Neither. The prime objective of your call or visit should be to help the prospective buyer to solve a problem. Tibor Shanto talks more about this in his article The Reason You Are Calling, Is…: Picking your words matter. Do you know the difference between how you sell and how buyers buy – and why the difference matters? The answer will help you enter, influence, or understand your buyer’s buying process earlier in their process! Sharon Drew Morgen’ article Do You Want To Sell? Or Have Someone Buy? – Part 1 will be your gateway to understand this difference and in the process also help you understand a buyer’s needs. The last edition of Sales and Service / Excellence Essentials, for 2016, is more about customer servicing. We hope these tips help your serve your customers better in this Holiday Season and make them proponents of your business, those who patronize you into the next year! Enjoy reading and do not forget to mail us your feedback!! Editor’s Note Regards, Debbie McGrath HR.com Have a say? Write to the Editor.
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