Is Customer Service Selling?

Being of service, creating an engaging customer experience, listening to understand, delivering a solution the customer values…Customer Service or Selling?

 

The difference is the immediacy of revenue.

Sales is measured by revenue created as a direct result of sales person’s actions.  Top line impact.

Customer Service could be said to impact bottom line: time spent on resolving issues, customer retention through good service and issue resolution,  providing such a good experience that customers refer others to the business.

Each impacts the other.

Enlightened businesses work to ensure there is a baton changing hands experience from sales to service and from service to sales and enjoy 2 primary benefits:

 

Improved Customer Experience:

– A congruent customer experience at every touch point of the business

– Shared customer insights to enhance the business’ ability to deliver value to customers in a way that is relevant to each customer

– Customers don’t need to repeat themselves multiple times: they feel important, understood and have faster resolution

 

 

Profitable sales growth:

– Customers are more likely to recommend others when a problem has been resolved well: this benefits salespeople and makes a new sale faster

– New opportunities can be identified by Customer Service and passed on to Sales

– Sales can follow up from Customer Service calls to deepen the connection with customers

 

When a business sees Customer Service and Sales as critical parts of the customer experience the need for alignment and leverage is obvious.  The customer conversation with your business is delivered by these two business units – how well they do this depends on how well they understand and can deepen the close relationship they each share with your customers.

 

 

View our other posts

Sales Teams Need Strong Leaders

In workplaces, schools, businesses, politics, communities we look to leaders for strength, truth, hope and a clear path forward.    This couldn’t be more important for businesses everywhere than it is right now.  The right leadership will rally teams together in...

Getting Back Up

How many times can a person be struck down before they just can’t bring themselves to get back up?  We each have a breaking point.    There are superhumans who have a well of inner resourcefulness they draw upon that keeps them internally strong when all about...

Truth

  We know when we hear it.  We sure know when we don’t.  Conveying it without brutality however, is a skill worth cultivating. It’s not acceptable to simply vomit truth bombs on others without any regard for that person’s feelings, experiences or context, and...

Courage

Have you ever woken up at 2am in a sweat?  Filled with anxiety and pacing the floor?  Have you walked around in your pjs in the wee small hours, looking into the fridge, not really knowing why, but hoping the answer will jump out yet at the same time, knowing it...

Have the conversation

The other day I had the privilege of witnessing a sales leader sharing a story with newer sales leaders about a difficult conversation he had early on in his career.    He was 3 weeks into the leaders role and the person he needed to “have the conversation” with...

Belief: what to do when your team doesn’t have it

You may already know that I work with a number of sales teams across a range of industries and regions.  From time to time I come across teams that don’t believe in either their product/service or that their target is possible to achieve.  It might be understandable. ...

When Fatigue Sets In

The great thing about 2020 is that it’s over.  Yes there are the echoes of lockdowns (sometimes actual ones), yes there are still people driving in their own cars wearing masks and yes there are still news reports of COVID lurking in waste water threatening to jump...

What the world needs now, is Trust, sweet Trust

The word “sales” can bring about associations with anything but trust.    For many of us, we’re swift to separate out the activities of selling and consulting, of providing service and sales, of connection and sales.  And here lies the opportunity for B2B sales...

Communicate with Impact

Like listening, we think that just because we open our mouths and words fall out that we know how to communicate.    We know how to get our message across.  As a facilitator, take it from me – I’m not seeing it.  Being able to speak so someone actually hears and...

Energy flows where intention goes

I’m not one for denying reality.    When it comes to a healthy emotional and mental outlook, accepting reality is a key component.  And as I write this, Victorian small business, in particular, has been assaulted with another lockdown on a weekend that many in...