As much as we take note of the dwindling number of mom and pop shops across America, modern-day small businesses can and do compete with national and international chains. Cost isn’t the only means of competition either. Larger companies are often able to bargain for less expensive variable costs with their suppliers – and thus, are more readily able to lower prices.
What does it take to provide top-notch customer service over the phone? It’s far more than you might think. A happy voice and a pleasant greeting isn’t nearly enough. Customer service reps need to be prepared to answer any and all sorts of questions about your company and service. They need to be charismatic, yes. But they also need to efficiently get your prospect or customers what they need.
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One of my clients nearly buried his semi-truck dealership because he thought that as the owner, he was responsible for his business.