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Beyond Sales
It is more than marketing messages, web sites, and sales. The awareness, compassion, and commitment to your clients must resound in every aspect of your organization and delivery.
Whether you are providing goods or services, the manner in which support and customer service is delivered to the individual consumer must be consistent with the message conveyed before the sale.
If the message before the sale is based on luxury and prestige, then rest assured that your clients are expecting to be treated with luxury and prestige after the sale.
The operational functions and customer service must be designed to deliver exceptional personalized treatment and consideration.
If the message before the sale is based on quality, durability, and reliability, then service after the sale is expected to live up to the same merits. It is inevitable that some products or services may experience unexpected failure or defect.
The response to defects in material or workmanship should be as reliable as the product is purported to be, and should mirror the same standards of quality. The quality of customer service has much longer lasting impact on a reputation for customer service than any marketing message or brochure.
Quality customer service and operational expertise can be the foundation of a reputation for reliability, and the backbone of integrity with existing and future customers. Reliable service is a compelling reason to buy.
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