You’ve implemented a new customer service strategy. Your sales staff is trained and motivated. Your product mix is just right for your customer base and for prospective new customers. But what about your other departments? Are they stepping up to the plate?
You might have a problem if….
- Your service department isn’t as customer service focused as your sales staff.
- Your products don’t meet or exceed customers’ needs
- Your Web site competes with, rather than compliments, your bricks and mortar.
- Your return policy conflicts with your new strategy.
- Customers can’t get timely responses from management
- Management doesn’t solicit customer feedback
- Management doesn’t solicit employee feedback
- Your loyalty program exists only to collect more marketing data and doesn’t ever reward your customers
- You attempt to communicate with your customers without taking their preferences into account. (Congratulations, you’re now a spammer.)
- You don’t track your best customers or reward them for their loyalty to you.
It’s not enough to retrain your sales staff. You must realign your entire organization. This is about changing your culture, not about changing your training.
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