How to Use Customer Service to
Turn Transactions into Relationships
There are two kinds of buyers out there. Transaction buyers look at your company as just another vendor. They�ll buy from you on price or convenience. When a lower price or more convenient process comes along, they�re history. Relationship buyers view your business as an organization they can trust. They buy from you because you consistently overdeliver on service. Relationship buyers purchase more frequently and in larger amounts than transactional buyers. As the person in charge of customer service, it�s your job to help your reps create relationship customers.
� Understand what customers really want � Overcome customer dissatisfaction � Prevent client defection and resolve complaints � Maximize add-on and cross-sell opportunities � Partner across functions to exceed customer expectations � Increase customer retention