Posts Tagged ‘traning and development’

Bad Customer Service Should Not Be a Sales Objection

Selling in today’s world has many challenges.  Bad customer service should not be one of them.

Top sales performers know how to overcome a sales objection. Yet when that sales objection is something beyond their control such as customer service, delivery by another vendor to invoicing, earning the sale becomes even more difficult.

Real Time Bad Customer Service

Recent events on social media have shown the impact of real time customer experience.  A colleague, Carole Mahoney said “The customer experience is just a viral tweet away.” And she is quite correct.

Not only do current customers know of the less than desirable customer experience and how it was handled by management, but other sales leads or sales prospects are now witness to that same experience in real time.

Imagine for a moment you are just about to “close the sale” when a viral tweet reveals bad customer service.  How do you handle this sales objection?  And the better question is why should you if everyone in the organization has the same clarity of purpose?

When the smallest to the largest organizations have an engaged sales culture where everyone knows his or her actions can have a positive or negative impact on current and future growth, they are probably less likely to deliver bad customer service.

Excellent customer service supports the organizational and the salespeople goal to increase sales. The salespeople no longer have to fear “what happens after the order is placed.”  Yes, they know they must stay in communication with the customer, but they also know their in house team has their back.

Executive Leadership Must Lead

Failure to address the bad customer experience correctly is the responsibility of leadership as noted in this posting: Tone Deaf Executive Leadership Ignores What Customers Value. When executive leadership fails to listen to the customers, their tone deafness just adds to the sales objections.

With all the resources including books, podcasts, webinars, seminars, training and development available, no organization should deliver bad customer service. Salespeople should not have to overcome this sales objection.  If it is happening, then executive leadership must get off their rear ends and start leading in the right direction.

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