10 Tips for Improving Inbound Telephone Sales and Service Results
Improving Telephone Service
Improving telephone sales results and telephone service results is not difficult. Ronna Caras’ “10 tips” are easy to understand and to implement. Based on real world experience, these valuable recommendations walk the reader through the why, how and when to make powerful changes to get thrilling results.
Here’s how it begins: “The combined sales and service environment is not new. Companies of all sizes have used “generalists” to handle inbound calls for many years. Tasks range from taking orders, canceling orders, tracking shipments, scheduling installation or repair, correcting or explaining billing, responding to complaints and solving problems. The idea was to make it easy for the inbound caller to get many things accomplished without being bounced to several people. The belief was that one contact handling every issue should result in the lowest possible cost of operations. Low costs would guarantee high profits. It has not always worked out this way.
Missing from the sales and service model, in many companies, is the understanding of the costs associated with lost sales opportunities. Customers who don’t buy from you, buy from someone else. Eventually, they are not your customers anymore.”