“When I started working with this customer four years ago, we were splitting the business with several competitors. They had plants across the country and I wanted them all, but my customer felt like they were better off not putting all of their eggs in one basket.” Mitch, a national account manager assigned to a large food account, explained “Recently, though, we were awarded an exclusive contract for all of their business.”
Mitch is a problem solver. He works relentlessly to understand his clients’ businesses and proactively bring solutions to the table. This customer is a huge national food manufacturer and his f...
- Chapter 6: Solve Problems
- from People Love You: The Real Secret to Delivering Legendary Customer Experiences
- Publisher: John Wiley & Sons
- Released: February 2013
L03 36min When you strip everything else away—the myriad customer service philosophies, the clichés, marketing slogans, technology, and so on—customer service and account management is about one thing: One person (You) helping another person (Your Customer) solve a problem. Otherwise, what is the point? You can build the most connected relationships ever; you can employ sophisticated customer service processes and techniques; your company can invest in the latest technology for managing customer relationships and issues; you can deploy sophisticated strategic account management processes; and your marketing team can create cool slogans that attempt to sell your company’s focus on the customer. None of this matters, however, if you are...
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