Canadian Contractor

Dave Gray   

Customer relations: Part 3

Renovation Contractor

Offering a vast array of products and services is no longer considered by customers to be helpful.

When organizations invite me to speak at their conferences or train their team members, we start with trends that are impacting their customer relationships. Check out these four customer service trends along with some tips for capitalizing on them to boost your business.

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Choices just confuse 
Offering a vast array of products and services is no longer considered by customers to be helpful. If today’s customers want to take the time and energy to explore choices, they can do an internet search and be instantly overwhelmed. Too many choices do not lead to customer purchases. They do lead to decision fatigue. This is where your team members can really stand out. Their role becomes analyzing customer needs, exploring which options are best suited to satisfy those needs, and presenting two or three final candidates in the simplest fashion to make your customer’s decision easier.

Read part 4 tomorrow.

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This article is based on the bestselling book, Becoming a Service Icon in 90 Minutes a Month by customer service strategist and motivational speaker, Jeff Mowatt. For more information, visit JeffMowatt.com.

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