Boosting sales with better service

Many businesses are suffering customer erosion as they lose sight of customer service basics. Here are three key areas which, addressed properly, can boost sales performance.

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Why customer service is back in fashion

As the latest round of corporate earnings underscores, at least for those reporting reduced sales revenues, there are never any guarantees when it comes to business returns.

With some major retailers reporting huge downturns, there is a strong sense that many businesses seem to have lost sight of the basics in terms of building rapport with their customers. Admittedly, economic conditions are mostly to blame, with consumer spending well down across many areas. But it is also evident that customers are not afraid to shop around and switch their business if there isn’t a compelling reason to stay.

Here are three key areas that are vital in combatting customer erosion and, if done properly, boosting sales performance.

Avoid poor customer support

It sounds basic, but most companies don’t do this well. We’ve all been on the receiving end of poor customer service. Common support issues include phone calls to telecommunications companies, which often involve being diverted offshore and a lengthy resolution process; and being virtually ignored when waiting to be served in a retail outlet. On a business-to-business level, it is really imperative that every organisation review its customer support processes on a regular basis, especially in the current marketplace where your competitors are only too willing to undercut you on price to win over your customers...

here to read the rest of the article, plus the remaining nine articles in the course.

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