Customer Service

A lesson in resilience - Guest blog by Paul Smith (Professional Success Ireland) Limited

Posted: 21st February, 2019 in Case Studies, Customer Service, Marketing Services, PR & press, Sales , Tips & Tricks, Training and mentoring

Despite our desire that life should be a steady upward line towards whatever our goals are, we learn soon enough that it’s far from a straight journey. Whether personally or professionally there are ups and downs along the way, some small and some large.

Resilience is the skill that we need to develop to stop ourselves falling deep into these potholes, to help lift ourselves up over the rim of these craters and continue to move forward.

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Getting past the gate keeper

Posted: 17th December, 2018 in Case Studies, Customer Service, Marketing Services, Sales , Tips & Tricks, Training and mentoring

Over the years, many salespeople have told me one of their biggest obstacles is when they encounter the gate-keeper on reception. What do they fear that causes so much anxiety?

The fact is we will always come into contact with gatekeepers. And yes, we may be asked a number of questions and sometimes they will prevent us getting through to the decision maker.

Yet, we need to remember it’s their job to screen calls. We should accept it and be prepared to work out the best way to deal with these situations and win them over. So, how can we do this?

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The power of saying “sorry” in customer service

Posted: 15th November, 2018 in Case Studies, Customer Service, Marketing Services, Sales , Tips & Tricks, Training and mentoring

When it comes to customer service, I firmly believe most people have good intentions and the majority of confrontations are the result of a misunderstanding.

Whether we intentionally or unintentionally set out to upset the customer, the outcome is still the same. Because 'if a customer believes they have a problem - they have a problem' and it’s our job to sort it out.

Saying “I’m sorry” is one of the most powerful phrases to use. It demonstrates real humility and actually increases our chance of calming the customer, as they feel valued and heard. If we miss the opportunity to apologise, we can lose a customer. Yet if we embrace it, we can gain a customer for life.

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Building confidence and self-belief

Posted: 29th October, 2018 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

Recently I came across a wonderful quotation by an unknown author, that read “Self-confidence is a super power. Once you start believing in yourself, magic starts happening”. It got me thinking.

How many times in our lives, have we missed out on an opportunity because of a lack of self-belief? How many times have we given up before we have even started? And how many times have we discouraged others to try because we think it’s too risky?

If we are really honest, I am sure we can all think of plenty of examples when we missed out on exciting adventures and wonderful opportunities. But have we ever stopped to think about the effect it can have on our confidence and self-esteem when we play safe or avoid trying new things?

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Dealing with rejection in sales

Posted: 24th August, 2018 in Customer Service, Sales , Tips & Tricks, Training and mentoring

If someone was to ask me what are the attributes a good sales person needs to have to work in the industry, I would tell them they need a positive attitude, a friendly manner, an interest in others, combined with heaps of tenacity and a thick skin.

Sales can be a tough game as you are often rejected. Yet, it’s tremendously satisfying. Sales people tell me the sense of satisfaction they experience each time they close a sale is similar to the feeling when you reach the top of a summit.In that one instant you can forget the graft it took to get up the mountain.

And knowing what you are selling can help to satisfy a need or perhaps resolve an issue for a company or individual is the icing on the cake too.

Staying positive, focused and determined is ultimately the goal of a good salesperson. But, we will be rejected.  So, what can help us deal with sales rejection on a daily basis?

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