October 30th, 2008
Sales vs. Support – Customer Service 101
Which call takes the priority? The customer you’ve already signed up and needs assistance, or one interested in signing up?
The trend is clearly towards answering the new calls, the ones that will put more money in your account that minute. Many of the companies I’ve called this week and chose “support” go straight to voicemail. If you chose the “sales” option instead it goes right to a real person. Knowing this I always choose “1 for sales” and convince them to help me.
My argument in this dilemma is that customer support should be at least an equal priority to answering sales calls. You’ll soon find that happy customers will refer you to friends, creating an ever expanding sales pipeline.
