Ez a cikk az ügyfélszolgálat, és az értékesítés kapcsolatáról szól, különös tekintettel arra, amikor egy értékesítő túl sokat ígér annak érdekében, hogy megtörténjen az eladás.
We all know that in today’s world a good customer service is essential for long term success! We also know that enough sales are also essential for success. The question is how to maintain a good customer service with happy clients, and also have enough sales without promising something which is not achievable in order to make a sale. It doesn’t matter how nice, or how helpful the customer service is if the client was promised the stars.
A salesperson lives out of commission, no sales, no commission, no dinner! A company lives out of clients, with excellent customer service you get loyal clients; with loyal clients the pressure is much less to find new customers! Basically it all starts with the sale, but it can end with the sale as well. Let me give you an example what happened to me recently!
I bought some service from a company. They were very nice and helpful on the phone. We signed the contract, and the nightmare started. It was a service which required constant communication between the company and me. Slowly but surely I started to realize, that not everything they said was 100% true. They needed customers, I was there, so they oversold the service to me. Probably they also realized that I was oversold, and they are trying to do their best. However a good customer service is not just smiling, and being friendly, and saying yes to all of your wishes. You have to deliver. You can be the friendliest, nicest and most helpful customer service person, but if your promises won’t turn into reality, it is just a waste of money. It is better to have no customer service, than a lousy one!
It is a viscous cycle, because you need to have a sale first, to have a customer you can service. However, if your salespeople oversell the product, it will harm you long term, and your customer service department will have an impossible job to do!