I just went through one of those “root canal” customer service experiences in which the phone prompts led to endless rabbit holes.
I understand that some of the larger companies out there do this on purpose to induce people to go online to handle issues. Whatever . . . I guess they have figured out the risk/reward of doing so with their cost consultants.
But for the rest of us, who run small- to medium-sized businesses, franchises or regional offices, I HIGHLY recommend that any time we use prompts to direct incoming CRM calls, that our customers can immediately press “0” and access a real person, not another prompt. Read more
Here is a quick but very powerful selling tip:
When you are speaking to a client and he or she says something that is obviously a key element of the sale, pause for a moment and repeat the point back to them.
Here is an example…
Client: “Security is really important to me when it comes to handling this material.”
Pause Read more