Inbound and call center articles
A call, chat or email comes in. Prospect asks, “Do you have…?” or "How much?" We think, "it depends" and "we offer so much more." We think, "sell on price, lose on price." In other words, we want to have a different conversation than the prospect does. Here are tips for doing that, starting with some [...]
Many service reps, especially those in call centers, deal with customers who are irritable, impatient, annoyed, and downright rude. We know that kind of attitude comes up when people are confused, frustrated, angry or disappointed. Here’s the question answered in this article: Why do so many customers call or come in with a bad attitude already [...]
Benefit statements are a staple of sales and customer service. This article focuses on some of the nuances, including tips for teaching others to create their own benefit statements. Reminder: There are myriad ways to express benefits but they fall into just six categories: convenience, save money, increase money or value, peace of mind, appeal to [...]
Features and benefits: a sales and service basic, right? Yes, expressing benefits is a fundamental skill but that doesn’t mean pros don’t need refreshers. Here’s a mini-lecture on why working on benefit statements is a good idea: There are now more opportunities for expressing benefits. We’re communicating via text and chat and email and webinar and [...]
Service reps deal with lots of customers who are irritable, impatient, annoyed, and downright rude. We understand that behavior comes from frustration, worry, and their idea the angry/squeaky wheel gets the grease. The question we answer in this article is why they stay that way even when they got what they wanted or the problem was [...]
Not long ago, I had a problem with a product purchased from a small company. When I called, the phone was answered by a very nice person who told me to call so-and-so in a few hours. Since I didn’t want to wait a few hours, I asked the nice person if she could help me: [...]
