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Sandra Sova

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Customer Service Inside Sales Manager, UNFI Canada

0 points

Oct. 2, 2010

Sandra Sova recommends this answer by Matt Heinz

How to deal the angry customer? when he is visiting you personally or he is making a phone call?

I love the four-part process that Zingerman's Deli in Ann Arbor follows. I believe it goes something like this:
1) Acknowledge the complaint (put them immediately at ease, and let them know clearly that you're taking them seriously)
2) Apologize for the problem (right or wrong, doesn't ... more

Customer Service

Sept. 19, 2010

Sandra Sova recommends this answer by David Filwood

What Makes Top Sales Performers Different? What Can We Learn From Them?

Hi Steve,
Thank you for your feedback.
The Community Policies at FOCUS.com state in part:
1. At Focus you can share your business expertise with others by contributing briefs and answering questions.
2. Remember the community rates all contributions, and the highest-rated contributions will receive the most ... more

Analytics Decision-making Performance

Performance Improvement

Sept. 18, 2010

Sandra Sova recommends this answer by David Filwood

Customer Service Call Center help?

While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. Someone may have “The Right Stuff” to deliver great Customer Service & Support – it doesn’t necessarily follow that the same individual is also a ... more

Customer Service

Information Technology

Sept. 17, 2010

Sandra Sova recommends this answer by David Filwood

Should I make my inside sales team stick to a rigid "script?"

What a great discussion!
While the decision to tightly script a call is sometimes determined by an Industry Sector - such as Financial Services/Insurance/Healthcare etc. - or a Client’s SLA for an OutSourcer - in the world of Telemarketing & Inside Sales – where Success & ... more

Customer Service

Call Center Associates

Sept. 5, 2010

Sandra Sova recommends this answer by Greg Dolby

How can I increase customer loyalty without increasing customer service operating costs?

There is no substitute for getting the right people on the bus in the first place. Practice "formative" strategies (hiring right), not "reformative" strategies (changing behaviors).
Find and use a selection tool that identifies the attributes that are "knowm" to be linked to your specific, ... more

Customer Service

Customer Loyalty

Customer Service Operating Costs

Aug. 31, 2010

Sandra Sova recommends this answer by David Filwood

How is setting up an outbound call center different than setting up an inbound call center?

While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. Someone may have “The Right Stuff” to deliver great Customer Service & Support – it doesn’t necessarily follow that the same individual is also a ... more

Customer Service

Aug. 6, 2010

Sandra Sova recommends this answer by David Filwood

Where can you hire good telemarketers?

Employers have more media options than ever before to publicize their Call Center jobs: Online Job Boards/Craigslist/Social Media/Video Recruiting, etc. These new media tend to generate a near instant ‘tsunami’ of resumes & Job Candidates - and the majority of Candidate responses occur within the ... more

Human Resources

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