When Customer Service Skills are a Game Changer
Tony thought he loved his job.
He used to think there would be no other job as fulfilling as making people’s lives easier. But now, he couldn’t remember why he chose to be a customer service representative and solve problems all day.
We’ve all been there. Life can be mundane. If you work in the industry and you have ever questioned why customer satisfaction matters, here are some benefits of excelling in customer service skills and why it’s worth it. Hope these benefits boost up your spirits on a dull day!
#1 Happy Customers Are Loyal Customers
When you satisfy a customer’s every need, go out of the way to help them, become dependable, and treat them as family, you win their loyalty. They keep coming back for more. Their brand loyalty can translate into brand advocacy. Your customers recommend you to their family and friends and everyone wins, you provide great service and the customers provide more business.
92% of consumers trust suggestions from friends and family more than advertising. And 74% of consumers identify word of mouth as a key influencer in their purchasing decisions. (Source)
Plus, bad news travels fast. And with the internet, it can go viral. Only short-sighted employees and companies dare to leave a customer dissatisfied.
#2 You Spend Less Time Handling Complaints
A good customer service representative builds a healthy relationship with customers and clients. The agent lends an ear, understands and stays till the end. Good behavioral patterns build a sense of trust and reliability, making it less likely customers will retaliate when faced with problems. Customers appreciate when they are treated as a friend and not just a customer. A little can do a lot.
#3 Contributes to a Positive Public Persona
When your customers advocate your brand or leave positive reviews, it boosts your public appearance as a reliable company. Second, only to the opinion of friends and family, 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Source) This helps you get leads directly from Google search results.
#4 Customer Retention is Cheaper than Customer Acquisition
Retaining a customer is definitely easier than acquiring or even locating a new customer. It costs 5x more to attract a customer than to keep an existing one. (Source) Also, 70% of companies say it’s cheaper to retain a customer than acquire one. (Source) Retaining a customer not only saves money but also your time and efforts. The longer a customer stays with you, the stronger your connection will be. Central to retaining customers is being kind, available, and solving problems.
#5 You Know What Your Customers Think About You
Handling feedback is one of the most important customer service skills. If the feedback is positive, maintain those practices. And if it’s negative, leverage it to improve your product and services. Simple, right? Here’s what’s imperative: Appropriately handling negative feedbacks and irate customers. An apology gives you a second chance to retain a customer for a longer period of time. The same is true about handling negative comments online. Do it with respect and empathy. Handle with care and it will highlight you honor the customer during the good and the bad.
Last But Definitely Not The Least
A genuine thank you from a happy customer can make your day! There really is no greater satisfaction than in knowing that you helped a customer.Read More
How Sales Coaching Benefits Your Company
John was a procrastination champion when it came to sales coaching. As a sales manager, John knew his job wasn’t just managing his team. He needed to play a proactive role in building their selling skills, but the task was almost always allowed put-off for other more pressing tasks.
Well, John isn’t alone. 73% of sales managers spend less than 5% of their time coaching sales representatives. (Source) Even though it’s not something many people do, it’s invaluable. Sales coaching is more than just performance appraisals or product training. It takes time and patience. It builds a culture. It builds leaders. While coaching is about the individual, it’s also a partnership between a team member and his/her manager or sales coach.
Here’s a list of benefits that will reiterate the prominence of sales coaching for any company.
#1 Improves Selling Skills
A research found that implementing a formal or dynamic coaching process can help more salespeople achieve quota by up to 10%. The same research found that informal or ad hoc coaching didn’t achieve the same results. (Source)
Internal statistics give insight into a team’s or an individual’s overall performance, but the stats won’t indicate the root cause of performance issues. To get to the roots and discover what impedes a team member from closing more sales, you need a sales coach who will observe, analyze and ask questions to identify issues that impact performance.
Unlike a one-size-fits-all sales training program, sales coaching can be highly personalized. Managers or sales coaches can target improving specific selling skills for each member of the team. Individual roadblocks can be discussed and dealt with. Each member can be provided with a focused growth plan. Achievement of individual goals can be applauded.
Plus, trying to work on too many things at the same time can be overwhelming. Sales coaching can draw a path sales reps have to follow.
Truly, your employees want to be coached and be given guidelines to be better at their jobs. This improves not only performance but also provides job satisfaction.
#2 Boosts Revenue
If your sales reps are closing more leads, then your company revenue increases. This is a no-brainer. What will help your sales reps close more leads? A customized sales coaching program! Here are a few stats:
A recent study found that firms with well-implemented sales coaching strategies grew revenue nearly 17% faster than those without. (Source)
Also, sales representatives who receive effective coaching can increase their win rate by 54% within a year and a half of starting a coaching program. (Source)
Sales managers at high-impact organizations (sales organizations where over 75% of sales reps achieve quota) spend significantly more time coaching than sales managers at average (25% – 75% achieve quota) and low (less than 25% achieve quota) performing organizations. (Source)
In short, sales coaching equals more sales, and more sales equal more revenue. To build better, you need a sales coaching program.
#3 Sales Managers Can Focus on Strategic Initiatives
If sales coaching isn’t provided, sales reps run to their managers for answers. If a manager has 5 to 10 members reporting to her, chances are she’s spent a lot of time answering questions. No one wants wasted time in their organization, planning and training help avoid this one.
Rather than just answering questions, during the sales coaching sessions, a manager can be open, conversational, and consultative. She can focus on pending deals and next steps.
A sales rep doesn’t grow by being spoon-fed answers. Sales coaching can train sales reps to be independent. This improves the rep’s skills and saves the manager valuable time and energy that can be invested in strategic initiatives for the company. Who doesn’t want more time to address pending issues and to fulfilling and tracking the company’s sales vision?
Out of the 73% of sales managers who spend less than 5% of their time coaching sales representatives, 47% of sales managers say the reason is that they don’t know how to coach. (Source) Are you one of those 47% sales managers? Here’s how you can undo the situation.