This type of scene played out many a time when I was a sales rep.
Brad: (Solemnly) Charlie, we’ve been forced to make some changes in order to improve our service throughout the territory. As much as I’ve enjoyed working with you over the past four years, I’m no longer going to be your sales rep. You’ve been a great customer, an ally, and a real friend. We’re hoping this change won’t affect our business together. Are you going to be O.K. with this?
Charlie: Oh, sure, Brad, no problem-o. (Solemnly) But Carrie’s still going to be our customer service rep–right?
When you hear a conversation like that, you know you have an outstanding customer service rep on your hands! What makes Carrie great?
1. Resourcefulness. Carrie does whatever it takes to get the job done for the customer. She does not get discouraged when she runs into an internal brick wall. Instead, she uses–
2. Creativity. Carrie knows the products, system, the staff and the suppliers inside and out. Her knowledge enables her to devise alternatives that will satisfy the customer. Carrie always has a Plan B, a Plan C, and a Plan D.
3. Making the extraordinary ordinary. No matter how much pressure Carrie endures, no matter how many heavens and earths she moves to solve the problem, she’s always on an even keel when talking to the customer. Customers don’t want drama–they want results. It’s the combination of relaxed communication and dependable performance that forges unbreakable customer relationships.
4. Listening and sensing. In order to solve problems, Carrie obviously has to listen. But she’s also sensitive to the customer’s tone and the things that aren’t said. This helps her establish the level of urgency, the specific tasks that need to be accomplished, and the timetable. Listening and sensing prevents the turning of molehills into mountains, as well the turning of mountains into molehills. Listening and sensing prevents crucial details from falling through the cracks.
What else do you think makes a great customer service rep?
