Selling in Customer Service

"Service" in this book refers to the behaviors and actions of serving customers. "Selling" in this book refers to the behaviors and actions of selling products to customers. Hence, this book is completely different from other books on these subjects—Despite the fact that there are many books on service improvement and many related to selling skills worldwide, there are few books on how service and selling are integrated and coordinated. Primarily, it focuses on the interaction and transition between "the behavior of service" and "the behavior of selling" by sharing methods and skills of how those two are interrelated.

This book provides many helpful guidelines and solutions for turning customers’ satisfaction with service into growth in sales. Through many refreshing ideas, the author helps you deeply understand the significance of integration of and conversion between service and selling and the harm of disconnection between service and selling.

Many new ideas and viewpoints, which are different from other service books or sales books, are discussed, such as the contention that "over-service and over-selling should be prevented."

Instead of:

• Giving highly complex and abstract definitions of "service" or "selling," this book redefines service and selling with "say YES to customers" and "Make customers say YES" respectively.
• Insisting that customers’ satisfaction with service will naturally lead to their long-term loyalty, this book emphasizes that customers' satisfaction with service has a shelf lifetime, which will soon fade over time.
• Taking the achievement of customer satisfaction as the final purpose of service, the author believes that "the end of service is not customer satisfaction, but to create new customer needs and achieve increased sales."
• Taking "meeting or exceeding customer expectations" as the golden rule, the author insists that "customer expectations need to be reduced first, then satisfied, and upgraded finally."
• Focusing on the development of customers’ buying needs like other books do, this book focuses oppositely on the research of "why customers have no buying needs."