Surprising Customer Support

patrick-tomasso-fMntI8HAAB8-unsplashYou may have noticed it takes longer to get through multiple automated prompts with businesses that normally provide excellent – and fast – customer support.
If this has been your experience, you are not alone.
Shockingly good customer support… possible?
Yes. Rare, but so welcome.

Example:

On Thursday it took a minute and a half to get through to a knowledgeable customer support person.
WHAT?  A minute and a half?
This is what happened
At 12:48 pm on Thursday I phoned my email service provider aWeber.

At 12:49 and a half a live, friendly human person answered.
(yes, I keep precise track of all my outbound phone calls. I know. It sounds [you fill in the word that I don’t like to say.])
After identifying myself I asked the question I intended to ask.
What happened next
An immediate and knowledgeable answer from Ian.
Not only was Ian knowledgeable – he sounded friendly.
He followed up with “is there anything else I can help you with?”
 (NOTE:  In my experience this level of customer support was not unusual with aWeber. Though all calls are not answered in a minute and a half, I have rarely been left on hold for more than five minutes.)

 Because Ian was helpful and friendly (and not in a rush to end the call) his name prompted my curiosity and I asked “Is Ian an Irish name?”
He answered: “It is Scottish.”

Just Think
This was a pleasant conversation with a Customer Support person who answered all my questions and sounded not in a hurry to end the call.
One of the many reasons why I’ve stayed with aWeber for years.
 –
Thanks for reading – here’s wishing you a spectacular day!
Ann
PS – If you are looking to subscribe to my emails, please send an email to me at annbarr@annbarr,com because the subscriber page on AnnBarr.com is on hold while I’m taking a short break.

 

Golden Accomplishments

brooke-cagle-JBwcenOuRCg-unsplash (2)Not everyone can truthfully say they have achieved “golden accomplishments”, but Chad and Emily and Kevin can. And it’s awesome to be able to share these accomplishments. Yes – money-making accomplishments that lead to an increase in income.

From Chad:  “I am now able to find companies who are looking to buy within the next year, thanks to being a part of Ann Barr’s e-Course.”

Chad Hale, Business Development Director,
Superior Document Solutions, Duluth, GA

Congratulations, Chad!

 From Emily: “I am now able to gain information I previously would have let fall through the cracks. Thanks, Ann!”

Emily Turcan, Statistical Sales Analyst,
ACT3D Equipment and Sales, Cromwell, CT

Congratulations, Emily!

From Kevin: “This whole e-course has been a HUGE help to me because I started off not wanting to do this job. I have since been working on this more and really enjoy what I have learnt and seeing the results and rewards pay off. Thanks Ann!”

Kevin Norton, Allvan Equip
Seatac, WA

Congratulations, Kevin!

You too can achieve these exciting accomplishments when you are part of my private one-to-one e-Course  Email annbarr@annbarr.com with any questions and I’ll get back to you as soon as possible. Or feel free to phone me: 757.463.0924.

Thanks for reading – here’s wishing you a spectacular day!

 Ann

PS – You can see the registration form here.

This May Surprise You

beci-harmony-jEmHVzBUTSI-unsplash“Self-confidence can be learned, practiced and mastered. Once you master it, everything in your life will change for the better.”
Barrie Davenport, author


Want proof?

Read this:

“This e-Course has given me a sense of confidence to outwardly ask questions that in the past made me feel uncomfortable. I am now able to gain information I previously would have let fall through the cracks. Thanks, Ann!”

Emily Turcan, Statistical Sales Analyst,
ACT 3D Equipment and Sales,
Cromwell, CT

and

“This program is really great! I’ve learned how to personalize the message for the prospect and have been able to find companies who are looking to buy within the next year. As a result of this course I am a lot more confident than I was. Thanks for all of your help, Ann!”

Chad Hale, Business Development Director,
Superior Document Systems,
Deluth, GA

What you can do now:

Join me in my next one-to-one e-Course at https://annbarr.com/work-with-ann/ and learn how to confidently create opening statements that get attention instead of resistance.

Questions? Send me an email annbarr@annbarr.com and I’ll get back to you as soon as possible.

Thanks for reading – here’s wishing you a spectacular day!

Ann
PS – You can see more info about the e-Course here: https://www.bta.org/page/TelesalesTraining

 

 

 

5 Reasons They Would Love to Hear from You

element5-digital-OBbliBNuJlk-unsplashThere are some reps who feel uneasy about making that next call – maybe not you, but someone you know. If you DO know someone who dreads making sales calls, please forward this message to that person.
When you think about it, there are buyers who want to hear from you and buy from you!
Why?
 5 reasons they would LOVE to hear from you:

1. They are annoyed at having a difficult time reaching their current salesperson, or

2. They need a new __________ and are open to hearing about what you have to offer, or

3. Their sales rep vanishes, leaving them ready to listen to the next salesperson who calls, or

4. A vendor is back-ordered on a product you have in stock, creating an opening for you, or

5. A  buyer would rather deal with someone who wants to help and is not always focusing on just “making the sale.”

Not feeling confident about making that call?

Join me in my next e-Course and find out how to create opening statements that get attention instead of resistance!

Thanks for reading – here’s wishing you a beautiful day!

Ann

PS:  Looking for creative ways to boost your sales? Join my e-Course!

PPS: – Good news: Your BTA educational discounts qualify for this course!

Feedback from successful e-Course students:

“This program is really great!  I’ve learned how to personalize the message for the prospect and have been able to find companies who are looking to buy within the next year. The worksheets very naturally drag out ideas for me. As a result of this course, I am a lot more confident than I was. Thanks for all of your help, Ann.”

Chad Hale, Business Development Director
Superior Document Solutions, Duluth, Georgia

 

“Ann, during your e-Course I have gotten more confidence in speaking and relaying to people the information I need in order for me to help them. People seem to respond and open up to me with more information. Thank you!”

Marie Grace Dace, Account Executive
Maunakea Integrated Solutions
Honolulu, Hawaii

Questions?  Please email annbarr@annbarr.com. I look forward to answering any questions you may have.

8 Compelling Words

ashley-whitlatch-MGKGuMP9nLY-unsplash (1)If you have ever gotten a phone call from an angry or annoyed client, this message is for you.
-
The call-
It was a rainy Tuesday morning when the call came through to Brenda in Dallas. The receptionist said an angry customer had a complaint. Brenda was told to try and help solve this problem. On that day I was teaching a sales training and customer service class at Brenda’s company.

The course was divided in half so customers could be taken care of during the class.

On Tuesday Brenda was in the “taking care of customers” half of the group.

We found out later how Brenda calmed the angry customer.  It was good that this had been part of our roll play the day before.

What Brenda said was perfect.

She waited until the very upset customer stopped venting – the best thing to do because when someone is angry about bad service or no service, s/he needs to vent.

When the customer paused and took a breath, Brenda used eight words to let the customer know she was sympathetic.

The Eight Compelling and Most Helpful Words

“I am so glad you called us today.”

The customer was relieved.

Brenda said she could help and asked her to please explain what happened.

The customer relaxed and told Brenda what had happened. Brenda said she understood why the customer was upset.

After the conversation, Brenda took steps to resolve the problem and then phoned the customer to let her know what would happen next.

This is what we all want, isn’t it?  Understanding and kindness plus a resolution of the situation.

What Not to Say

The temptation may be to be defensive when a customer complains. Or to interrupt and try to explain the reason for the problem.

But that only makes it worse.

After the problem has been resolved

Writing a letter of apology will go a long way towards repairing and/or creating customer loyalty.

You can get a pre-written letter of apology in my e-book with 63 different pre-written business and marketing letters.

Customer Service and Sales Solutions

You will find out more about how to respond to objections and unhappy clients – when you join my sales training e-Course.

And you will:

  • Learn how to create your own unique opening statement which will motivate the prospect to become more interested and end up in new sales for you.
  • Use authentic words that will cause the prospect to trust you and feel that you are there to help her rather than “just get the sale.”
  • Find out exactly how to create trust during the first call.
  • Discover specific questions to ask the prospect that will motivate her to think and share important information you need to move forward with the solution.

To Find out How this e-Course Fits with Your Situation

1.) Send an email to annbarr@annbarr.com with your name, company name + email address and I’ll respond to you within 24 hours.

2.) We will schedule a time for a phone conversation to talk about your situation, challenges and goals.

Thanks for reading – here’s wishing you a healthy and beautiful day!

- Ann
PS:  You can use your BTA Educational Discount for this e-Course