Forum Business

The cliche reads: “We can learn from our mistakes.” And this is true, especially applicable for customer service. No matter how good you are, nobody can be perfect, although a noble goal. Whenever there could be problems, problems and complaints. I call customer service issue negative moment Misery?. Every time something goes wrong, this is the best opportunity for your customer service strategy to kick in. So, I’ve compiled a list of questions to ask when something goes wrong. Hopefully this list will help you learn from experience and help prevent them from happening in the future.

1. How will you handle the problem for customers? Think about an immediate solution, delivered with the right attitude and a sense of urgency that would restore customer confidence in you.

2. Why is this happening? Perform analysis to determine why this is happening.

3. Did it happen before? If it has happened before, why does it happen again? Perform analysis to determine the problem and what you can do to prevent, or at least minimize, the possibility of this happening again.

4. Could it happen again? If this is the first time a problem or an error has occurred, determine what you can do to prevent it from happening again. (See question number five.)

5. The process can be put in place to prevent it from happening again? This is a follow up to question number four. If there is a process that you can put in place to prevent problems or errors from happening again, do it.

6. What we learn from it? Look at all the answers to the questions above. You must have some insight on what happened, why it happened and how to prevent it from happening again.

How do you get the most out of your sales team?

Interesting question. The answer is actually in the team, sales questions. Most books or articles you’ll read will tell you how to motivate sales people. How to make them more aggressive and hit their goals. This is important, but one person did not make the sales team and the team can always do more than one person.

I found the power of each person. I find what they are doing well, and make them work in the area. I found that some people do not want to change at all. They will continue to do it their way for their benefit. No matter whether the team suffer, provided they get their share. Needless to say, they are no longer on the team.

When they left, I explained to the teams left that one person will not make us successful. Everyone can be replaced, not even me. But we’re creating a team. Together, we can go further than any of us ever has before. But, if you think you know it all and just want to do it your way, then everyone has the right to go. I then told them that we can beat the goal set for us as a team. When we work together, we will win.