For any company to thrive, all the different departments of the company must work together to meet and exceed the customer’s needs. If any one part of the company—be it marketing, sales, customer service, or product and service delivery—drops the ball, this leaves the customer unhappy and can even result in a loss of sales. Your MSP sales team has an important role in bringing in those new customers and that new business, but if they do not have good customer services skills, you could be losing out on a lot of opportunities.
Customer Service as the Key to Unlocking Your Sales Potential
Although your customer service and sales team may function separately, there is plenty of overlap. For your MSP sales team to have maximum effect, they need to understand how to provide good customer service. In the rush to push IT services to potential clients, the need for understanding and being client-centered may be clouded out. Here are two important reasons customer service must be part and parcel of your sales team guidelines:
- Solving the customer’s problem must be the goal – In other words, your target clients care more about what your IT products and services can do for them than about how great they are. Consider how customer service reps handle client calls. They listen to the client and take the time to understand the issue. They provide solutions that match the problem. In the same way, your sales team must push solutions and be able to communicate how your services can address the client’s current business challenges.
- It builds a good relationship with the customer – Clients want more than a well-packaged product or service. They want to partner with a company that understands them and is dedicated to delivering quality services to them for the long-haul. The more effort your sales team puts into relating to clients as people and building those relationships, the greater the chances of increasing your long-term client base. When you go above and beyond what is expected to make your clients happy, they stay loyal and serve as your ambassadors out there in the marketplace.
Customer Service and Business Success
It is very clear that delivering great customer service can help your company stand out and provide a great overall customer experience. Good customer service must be part of every customer-facing division of your company. Even those who do not deal directly with customers must put the customer first. You can invest in customer service training or even give your other team members time to interact or work alongside the customer service team. This is a winning strategy to improve your MSP sales and your business as a whole.