Remaining with the Team Selling theme today (a day early, yet is too important to wait), I want to emphasis a missing link in most sales organizations. It has to do with the level of Customer Service – with emphasis upon the level of internal communication, record keeping and knowledge transfer.
Here is a statement I believe is more true today than ever…
When a Customer has a relationship with a Company and they interact with different people, they expect all of those people share the same history about the customer – regardless of who they talked to.
That is valuable information. When shadowing sales people making customer calls, I can remember several situations where the customer was upset. Upset with the company, not necessarily the sales person, because they had one of those experiences of calling the company, being placed on hold, transferred to someone – who responded by saying “that not my job” and transferring the customer to another department. And, this continues for several transfers, even returning to the original person the customer spoke to!