Have You Mastered Resolving Issues?
Today I was the customer experiencing poor service. For about an hour I was caught in a telephone loop as to who could handle my problem. I was provided three telephone numbers for three different departments. Each one had me on hold prior to answering. Finally, the fourth person to whom I spoke was able to help. This is the process of how she handled my quandry regarding a gym membership:
– She apologized for the wait, the multiple calls, and for the lack of customer care along the way
– She provided my customer number and said a card would be sent so that I never have this problem again
– She asked if I have any additional concerns. Upon hearing “no”, she thanked me for giving her the opportunity to straighten out the difficulty, and concluded by saying, “Don’t ever hesitate on calling us back with any quesiton. Here is the direct line to contact us in the future.”
The same is true for interviewing. On occasion there is a misunderstanding. Should this be the case the best step is to immediately clarify. A Twitter friend wrote to say he didn’t realize this was the case until he was turned down. But he took the bold step to call back and request a review of his resume and their conversation. Boldness worked in his case because the decision turned and he heard HIRED!
The Representative handled my dilemma with precision. I realized it is good to occasionally be on the other side of the table. The experience reminds us to continually strive to deliver our best in terms of our own clientele. It is your clientele that will ultimately become your sales staff by spreading good word of mouth about you and the service you deliver thereby helping to further build your brand.
This is the evolution of the Smooth Sale!
Read Addtional Strategies and Techniques:
INSPIRED Business A New Vision for Building Business and Communities, Motivational Press
Nice Girls DO Get the Sale: Relationship Building That Gets Results, Sourcebooks
HIRED! How to Use Sales Techniques to Sell Yourself On Interviews, Career Press
