Service and Customer Service

Service must be a company value
- Life does not become easier if we do not have all these customers.

We all have responsibility towards our customers, and it is easy to make rules for what we shouldn't do. But it is more important that we agree on how we deliver good service as a team, and good service for the customer is how they perceive the service they experience. It may take years to acquire a customer and just 10 seconds to lose them again.

Your customer is no fool
- Understand your customer and have a nice experience.

All customers should be treated equally - that's why they should be treated differently. Sales should be based on the customer's behaviour and motivation. In order for us to differentiate our communication, we need to understand ourselves and have the ability to 'read' our customer.

Sales for non-salespeople
- We are all salespeople - and it does not hurt to be one.

Companies with a good customer understanding and sales culture experience success. Good service is good sales, and everyone in your company has direct and indirect customer contact. Make sales a part of daily life - instead of a taboo - through understanding and insight. Salespeople have more fun!

The 10 rules of good customer service via telephone
- Is the phone an annoying interruption?

No! It is your job to answer it - it just might be a customer! What do we say, when we pick up the phone, or do we pick it up at all? How do we take a message and how do we forward a call? How do our customers experience us today? Do they picture us with a smile on our faces and happy to take their call and sort out their problems professionally and politely?