Earlier this year, I was the guest speaker at the “Great Customer Engagement Goes Beyond Great Service”
seminar. The main focus of the seminar was to look at the sales & marketing
and the customer service
departments as synonyms with each other.I spoke from the position that sales and customer service are equally as important to the overall customer experience. The conclusion of the seminar was that both departments need to work in unison with each other to maximize the customer experience, which leads to more sales and more sustained business.
Salespeople need to know how to do customer service, and customer service representatives need to know how to sell.
Soon after the seminar, I published an article on CCW Digital on how to align sales with customer service. After writing that article, I began to really see the importance and relevance of customer service. Here are the five main reasons why…