June 25th, 2009
Outsourcing all sorts of functions has become more and more popular. The fact is, it often works out cheaper especially as it effectively sidesteps many of the expenses usually relating to employees. One of the most common arguments for outsourcing is that it is a way to access specialised knowledge which might otherwise be unavailable. Many organisations will not have specialist trainers for example and cannot justify having such a person on the payroll. They will therefore outsource their management training to a company who provide the same service for a number of clients. In fact it is sometimes difficult to differentiate between outsourcing and consultancy.
However there are a number of areas that should be critically examined when considering outsourcing telesales.
The most obvious risk is that you are handing the responsibility for keeping in touch with your clients over to a third party and you have no way of knowing how good they really are.
You also need to consider whether you should be investing in your own company, rather than in a third party. After all your own staff may well be the best people to talk to your clients especially if they receive appropriate training.
The management of customer relationships is a priority particularly in times of recession. Do you really want to leave it to someone else?
Posted in General, Staff Training | No Comments »
June 24th, 2009
There are as many schools of thought on how to treat angry customers as there are angry customers. At least it seems that way when you start seeing what is taught on different soft skills training courses. Here is one such theory for your consideration.
First off, the idea is that a customer is like anyone you have a close relationship with whether it be life partner, relative or employee. The suggestion is that there should be an expectation that a person will be positive, trustworthy, understanding and compassionate.
The practical outcomes when you face an unhappy customer are as follows.
Never argue with them. Don’t focus on being right or your own agenda. It won’t get you anywhere.
Never assume that an unhappy customer’s anger will relate in a clear and logical way to what has upset them.
Listen carefully to what the customer has to say. You do not need to respond, but the more information you have, the more likely you are to be able to resolve matters.
Try to put yourself in the customer’s shoes in order that you can empathise with them.
Clarify what the customer is saying and check that you have understood correctly by repeating back to them.
All that is leaf is to agree a plan of action with the customer and ensure that you stick to your side of the bargain.
Posted in Dealing with angry people | No Comments »
June 24th, 2009
There are a number of things that any business can do, or at least consider, to improve its bottom line. You do not need to wait until you have had an extensive management training course to examine the following areas. By all means, get the best training you can, but in the meantime, start reviewing these key areas.
Most of your sales will come from a small number of your clients. Don’t be afraid to skew your priorities towards these bigger clients. In fact, you should even consider getting rid of customers who produce more problems than profit. A good way of redefining those relationships is to increase the prices you charge them.
Similarly look to up sell or cross sell existing clients rather than focussing all your sales efforts on new clients.
Don’t forget reciprocity or even bartering if you and a customer or supplier has something that the other wants.
Cash flow should always be a priority. Ensure that you are collecting money in the quickest, most efficient and cost effective way. Think of incentives to your customers to encourage prompt payment.
Manage poor performers effectively. If they are not contributing to the business or performing to an expected standard take steps to ensure they improve, or if necessary leave.
Posted in Management Training | No Comments »
June 23rd, 2009
Many people find it puzzling how vast sums of money are spent each year on management consultancy. Surely, they argue, individuals who have attended detailed management training courses and have been given the necessary authority are in a much better position to review the company’s strengths, weaknesses and systems. In fact, with some thought it is possible to do a DIY consultancy. Here are some areas which will repay some consideration.
A regular training needs assessment should be done. In times of recession this is often left as; it is argued, there is no budget for training. In fact, this should be kept updated at all times.Training, particularly that which focuses on specific requirements, can make a huge difference to your company’s’ efficiency and effectiveness.
Ensure that is it not only managers who review the business. Get everyone on board by encouraging staff to come up with ideas on how to do things differently. Maybe even come up with a staff incentive scheme to reward good ideas. Better still, develop a culture within your organisation where everyone feels they can make a difference by their contribution. The key here is to ensure you have no passengers, that is staff who see work as purely a way to pay the bills and do nothing beyond turning up at nine and going home at five.
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June 23rd, 2009
Here are some more tips on how to deal with customer complaints. In fact, some of this advice has a far wider application and will aid your personal development.
The first piece of advice can be summed up as “don’t be an ostrich”. In other words, don’t try and ignore things and hope the problem will go away. Have a think about the problem. What is it that’s causing you to prevaricate? Whatever the answer, deal with it! There is no point in letting the problem fester at the back of your mind. It is not going to go away of its own accord.
Remember not to get bogged down in detail. Always look at the bigger picture. Consider the possible repercussions to not dealing properly and professionally with a customer complaint. You could lose an unhappy customer, or your company might find itself in court or having its reputation reduced to tatters as criticisms are aired in the media.
Bear in mind that the customer may have a perfectly justified cause for complaint. Be prepared to act on their behalf even if it means colleagues or other departments having to stomach difficult truths.
Finally, don’t forget to follow up complaints.
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June 22nd, 2009
Soft skills training is essential for anyone who deals with customer complaints. There are a number of basic points which are worth including in regular briefings for customer service staff. Here are some of them.
Don’t take complaints personally. However angry the customer is getting, remember that it is not you that they are angry with. That said, there are limits to what you should be expected to put up with. If the customer oversteps the mark by, for example, using four letter words, you should explain that that language is not appropriate and you will discontinue the call if it is repeated. Do not match the person’s anger or raise your voice.
Never lie. This might seem a very obvious thing to say but it is often tempting to tell a ‘white lie’. However any untruth will inevitably gather momentum and cause difficulties further down the line.
Don’t feel that you can’t ask for help. It may be true that your specific and only job is to deal with customer complaints. However, make the most of all the resources available to you. It’s an opportunity to further your own personal development whilst broadening your knowledge of the organisation as a whole and learning more about your colleagues.
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June 22nd, 2009
No business is immune from complaints. Sometimes they are completely justified, sometimes they seem frivolous in the extreme. Whatever the nature of the complaints, it is vital that the individuals dealing with them have a thorough soft skills training so that they can minimise any bad feelings and maybe even turn complaints into sales.
It is not practical to be constantly training but it is good to remind yourself of many of the basics which you need to bear in mind when dealing with unhappy customers.
First of all, however rude and obnoxious the behaviour of the complainant seems, don’t be tempted to match that person’s behaviour. Don’t raise your voice. Don’t match those negative attitudes. If you do, you will lose your objectivity and make more work for yourself.
Don’t get into ‘the blame game’. You certainly shouldn’t attempt to blame the customer. If you blame your colleagues, your business will simply appear unprofessional.
Never blame ‘the system’. Systems are operated by people. It may be that your internal systems make certain things difficult. However, that should not become the customer’s problem. After all the customer is already feeling frustrated. Be open and honest with your customer and agree actions and time scales.
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June 21st, 2009
Here are some ideas which you may find useful when considering the question of staff motivation.
New managers, in particular, often feel constrained to do things the way they have always been done. In fact, your management training course should have given you the confidence to look at everything with a fresh eye and work out the most effective way to proceed.
It is vital that, as a manager, you show true leadership. Good leadership is a difficult thing to define. Generally, you will know it when you see it. Some people find it helpful to think of themselves as the captain of a ship. You decide where you’re going, how you’re going to get there and then let the crew get on with it.
Effective delegation is a good way to help employees feel they are genuinely valued. Good delegation means that you do not only pass jobs on to individuals but you also give them the power to complete those jobs effectively.
The training of key staff is a good idea. People feel valued and return from the courses you send them on refreshed, full of new ideas, and raring to go.
Always remember to practice what you preach. Be an exemplar to your staff.
Posted in Management Training | No Comments »
June 20th, 2009
There is an art to selling, and like any art, practice and self-analysis will always pay off. Here are some areas that should be considered.
Don’t fall into the trap of doing something a particular way because it has always been done that way. It might be your predecessor who has set a particular way of working or it could be you that has got into a rut. Whatever the reasons for doing something in a particular way, always be prepared to question those reasons. Try to see things from a fresh perspective. Be innovative and flexible.
Focus on the benefits of your product or service not on its features. You might be incredibly proud of your product and all the wonderful innovative features it has. However, your client doesn’t care about that. Tell them why a particular feature will benefit them and you will have their attention.
The golden rule of sales is often referred to as ABC which means ‘Always Be Closing’. An alternative golden rule might be ‘Always Be Training’ although it must be admitted ABT does not have quite the same ring. However, you can never have too much training. This may mean going on sales training courses or simply having brainstorming sessions with your colleagues.
Posted in Sales Training | No Comments »
June 19th, 2009
If you are a sales person, you can never have too much help. Here are some tips on how to ensure you maximise sales.
Soft skills training will teach you the importance of seeing the other person’s point of view. The practical application of this in sales is of course seeing the customer’s point of view. Put yourself in the customer’s place and you have a far better chance of understanding their objections and thus be able to overcome them. Do not fall into the trap of thinking you know best.
The best sales people make themselves an integral part of their customers’ organisations. You might say they become a consultant to their clients. By understanding the client’s organisation including its goals and difficulties, a sales person will be looked to for solutions. This means that eventually the opportunity will present itself and sales will be made.
Just as a sales person should always ask for business, they should also seek referrals. After all, if you are personable and have done a good job, even if you have not sold to somebody, they will be happy to help you out with some contacts. Remember people like helping people. Use this to your advantage.
Posted in Sales Training | No Comments »
