Viral Attitude How To Serve Right/Learn Right- Insurance Sales ...

Take a moment right now and think of your worst experience as a customer. Perhaps it was the flight attendant who told you, ?My primary job is NOT to wait on you,? when all you did was ask for a refill of water. Or maybe it was the customer ?bad? service rep who told you almost gladly she couldn?t make an exception because ?that?s company policy.? Or the waiter with squinted eyes and tight lips who stared at you and his watch while your kids were torn between the chicken nuggets and the corn dogs. (Who knows what really ended up on THAT plate?)

Bad feeling isn?t it? While many folks (much more forgiving than this writer) may be able to chalk those lame performances up to a person ?just having a bad day,? its important for all of us who serve customers to realize that BAD SERVICE carries a bigger punishment than ever before.

Think about this. When you go to Amazon to buy a book, where do you almost always look? Reviews, Customer Opinions, Testimonials, correct? You can get almost all the information you need from what other people have already experienced. And these days, before people go on trips, many spend more time checking out sites like Trip Advisor than they do the website of the hotel or destination they are considering. Once again, because they want to know what others have experienced. To support this, an eVoc Insights study sites that 48 percent of consumers need to consult reviews before making a purchase. Which means, each customer experience you provide might be shared with hundreds or even thousands of people.

In short, one BAD ATTITUDE DAY by a customer service rep, a salesperson or any associate in an organization can define your company. It also means each experience YOU provide your customers daily is in fact MORE impactful than that fancy logo your marketing team created, your colorful brochures or even that interactive website your company invested in. Scary thought, huh? In fact, treat a customer badly today and in less than five minutes the Twitter and Facebook universe will decide whether you are worthy of their nickels.

Now let?s look at the hard numbers associated with an employee?s ?bad day? at work:

• A 2007 Customer Impact Report by RightNow Technologies reported:
• 80 percent of US adults will never go back to a company after a negative experience
• 74% of consumers will register a complaint or tell others of a bad experience (pre-Twitter)
• 47% swore or shouted
• 29% reported they got a headache, felt their chest tighten or cried (Wow)

Now let?s get something straight. There IS a difference between a negative customer experience as a result of an honest mistake versus as a result of an apathetic employee. In fact, negative customer feedback that comes as a result of an oversight or error is the type of feedback that makes organizations and individuals better. Microsoft founder Bill Gates said it well when he said, ?It?s fine to celebrate success but it is more important to heed the lessons of failure.? So when failure and then criticism comes, you need to react appropriately.

In her book, A Complaint is a Gift, Janelle Barlow discusses five different reactions to personal criticism:

• You don?t openly admit you made a mistake but instead remind the other person of the mistake he or she made.
• You reluctantly admit the mistake, spending more time explaining it than fixing it
• You openly admit the mistake but secretly feel like you were attacked.
• You take the criticism positively, apologize and then correct the action.
• You take the criticism positively, apologize and look at it as an opportunity to improve.

Remember, while business process failure (ex. Inaccurate order, late shipment, etc) is tolerable, business attitude failure is NOT. Because attitude failure not only creates customer experiences that can take your company down, but it also prevents you from ever improving. So for the rest of this year, make a commitment to never let a bad day be visible to your customer?knowing the long-term risks of creating a bad customer experience. Second, when you or your company screws up (and you will), take the criticism, learn from it, and let it fuel you to perform your job at the highest levels. By doing so, you just might end up creating a ton of bad days for your competition!

Sales Coach and Business Consultant Brian Sullivan,CSP is the author of the book, 20 Days to the TOP- How the PRECISE Selling Formula Will Make You Your Company?s Top Sales Performer in 20 Days or Less. President of Kansas City-based PRECISE Selling, he delivers seminars and internet training programs on sales, customer service, leadership and presentation skills to companies of all sizes. He also hosts the radio talk show Entrepreneurial Moments, a show dedicated to personal and business development. To find out more, visit him at www.preciseselling.com or email Brian at bsullivan@preciseselling.com.

Source: http://www.global-virtual-assistant.com/viral-attitude-how-to-serve-rightlearn-right-insurance-sales-training/

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