Breaking the Complacency of Knowing Your Product Too Well

Wednesday, 08. 12. 2009  –  Category: Ranger Wireless Solutions

We’ve all had an experience like this:  you walk into your favorite fast food restaurant and you go to order one of their value menus.  The server asks if you would like the medium or large meal, and you ask the harmless question, “What’s the difference between the two?”  With a blank stare and a serious tone in their voice, the server turns to you and replies, “Well, it’s the size.  Of the cup.”

As sales and customer service representatives, it is sometimes easy to get caught up in the expertise of a product—especially when your company has spent tireless hours and resources to train you on it.  We want to appear as experts to those we service, but sometimes this mentality causes us to disconnect…

Educate Your Customers for a Lifetime

Thursday, 05. 21. 2009  –  Category: T2 Communications

We’ve heard the expression, “Feed a man a fish, and he eats for a day.  Teach a man to fish, and he eats for a lifetime.”  This saying is particularly handy in the world of customer service.  The benefits of educating your customers are rewarding to you and to them; first, you educate the customer and give them a sense of ownership over the product or service.  Second, you reduce the number of support calls you receive because the customer has some knowledge to utilize and possibly fix the issue, especially if it is one of those “common problems”.  Third, you reduce the amount of time spent on the phone with customers when they still need your help.  Customer service is all about assisting the…