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Which do you prefer? How can you have the best of both worlds? This is a sales person. He sells, he makes money. The customer service representative gave me brochures, answered questions and sent me on my way, never asking me if I wanted to do business with her company. I went with another carrier. I wanted customer service AND to be sold. As customers, we want to be sold. It confirms we are making the right decision based on our needs.
So close that you tell them what they need well before they realize it themselves. There are key differences between sales professionals and customer service professionals:. An interview for a customer service candidate might include the question, "What are the steps you would go through in handling a customer complaint?
Scenario or behavioral interview questions let the interviewer determine how a candidate thinks through a situation he might face on the job. Scenarios in service jobs typically relate to how a candidate would deal with a service issue. For a customer service interview, you might ask, "A customer is very angry and confronts you with a complaint. How would you diffuse the situation? For example: "Give an example of a time when you closed a sale despite major objections from a prospect.
Communication skills are integral to both sales and service jobs. However, the approaches and methods used to communicate vary. Either way, it keeps coming up in business forums and conference chatter. Ultimately, we hope to contribute to a view of customer service as a profit centre, not a cost centre — and a better experience for all customers.
Why do companies offer customer support at all? At the most basic level, to keep customers. If we define a customer as someone who buys repeatedly from a business, service and sales feed into each other. They take on a close sibling relationship. This is perhaps most visible in some Software-as-a-Service SaaS businesses, where customer success managers support their customers strategically, while also managing the relationship in commercial terms.
Paul W. Pfeifer and David J. Not only is the probability higher: happy customers are also likely to spend much more.
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