"Sell First & Service Second," Suggests Customersatisfaction.com's Goodman

Jan. 26, 2010 - PRLog -- As more companies are fixing their gazes upon improving the customer experience, and increasing customer retention and customer satisfaction, they’re forgetting something absolutely essential, according to Dr. Gary S. Goodman, President of Customersatisfaction.com.

“You have to transform callers from civilians into customers, from non-buyers into buyers,” according to this customer service training expert and sales training guru.

“This is where companies are dropping the ball. Frankly their phone skills are not up to par with their other strengths,” this top-rated customer service speaker, and convention and keynote speaker maintains.

Specifically, Goodman claims companies are fairly keen at getting the phone to ring, but after that, he points out, “They’re in a free fall.” Customer service training is incomplete, says this best-selling author of 12 books, including "Monitoring, Measuring & Managing Customer Service."

Investing as many firms do in search engine optimization, prospects are finding them when they search Google and Bing, but converting their inbound calls into clients and customers is something they haven’t trained their greeters to do, Goodman says.

Goodman offers training videos, on-site seminars, coaching, and a number of other tools to help companies and professionals to master the inbound sales and service call.

“The highest level of customer service is being able to sell and to re-sell those that do business with you,” he states. “Without a customer or a client, effective service is unnecessary.”

Dr. Gary S. Goodman can be reached at: gary@customersatisfaction.com or at: (818) 970-GARY (4279).

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Dr. Gary S. Goodman is a top-ranked negotiation speaker, telemarketing speaker, and customer service speaker, and a distinguished, sought-after sales speaker, motivational speaker, and customer service training expert. President of Customersatisfaction.com, he is a frequent TV and radio commentator and the best-selling author of 12 books and more than 1,700 articles that appear in 25,000 publications. Gary conducts seminars and speaks at conferences, conventions, and trade association meetings around the world. Gary also is an expert in presentation skills, and his new audio program is Nightingale-Conant's "Crystal Clear Communication: How to Explain Anything Clearly in Speech & Writing." His web site is:http://www.customersatisfaction.com, and professional speaking, seminar, and consulting invitations can be addressed to:gary@customersatisfaction.com.