Vala Afshar’s Post

CEO advice I received early in my career: • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

CEO advice I received early in my career: • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

CEO advice I received early in my career: • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

Wise advice I received early in my career: • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

CEO advice • customer service is not a department • sales is the hardest job in any company • we are all in sales • our job is to educate and inspire • customer focus > competitor focus • always try to add value and be helpful • own it and never point fingers • you are not taller by making others look smaller • show up when it matters most to your customer • earn a seat next to your customer, not across from her • people do business with people they trust, respect and like • to improve the customer experience, start with the employee experience

It’s always fascinating to look back at the journey of professional growth. From working in mobile phone and accessories sales to shifting gears into cement sales, every step has been a learning experience. Each role taught me valuable lessons in market dynamics, customer engagement, and the importance of adaptability in ever-changing industries. I believe that staying curious and embracing challenges is the key to continuous growth. Looking forward to what’s next, while staying committed to learning and evolving. #GrowthMindset #Sales #CustomerExperience #ProfessionalDevelopment

We talk a lot about good customer service, an excellent customer experience, etc. We analyze the right thing to say - you’re welcome vs. my pleasure - the best way to greet a customer, or answer the phone. We even design the experience and scripts to pass the test - those customer service surveys. Is that the right motive, is that what we should be striving for? Has customer service improved over the years? Maybe it is all simpler than we have made it. Maybe customer service isn’t even the right word for it. Let’s focus on truly caring, even caring boldly for anyone who walks in the door. How can I make a difference in your life, with the motive to help you, not to get a good score or sell more products. The funny thing is, when we really care, the good scores and sales will follow.

Have you ever experience this; You went somewhere to purchase a product or for a service, but your first impression wasn’t good at all Immediately as you leave that place, you tell yourself, no matter what I will never step my leg there again 😂 I have experience this many times I am someone when you satisfy me, I will become your loyal customer I am not that type who moves from one vendor or supplier to another anyhow When you satisfy me I remain loyal to you and I believe there are many people like me Caring for your customers and not just wanting to sell and make profit is an excellent strategy to turn them into loyal customers And from loyal customers to your brand ambassadors Here are 10 ways to show customers that you care for them * Make customer satisfaction your priority * Show them that you listen to them * A personal thank you can go a long way *Send them handwritten note to show them that they matter *Shout out to them on social media by celebrating them *Give customer discount and give away * Call your customers *Remember their big events like birthdays *Organise an event for them or invite them to your business event or party *Focus on customer service Hope this few tips will help you turn your customers into loyal customers The essence of all is to build relationship with your customers, by showing them that you are not just out to sell but you care also about their well-being This is Truely a satisfied customer What can you say ?

I’ve noticed 2 types of companies….. The “”Get It Done" Mindset • Focus on completing tasks quickly • Profit over passion • Quality often takes a backseat The "We Love What We Do" Mindset • Focuses on doing the job properly • Passionate about their products/service • Customer satisfaction is key I find that long term success is only possible with the 2nd mindset. Below is a picture from our supplier BLVS.

Dealing with Difficult Customers. The Anecdote I wanted to take some time to discuss and explore a topic that we all have experienced. I have over 27 years in the customer service industry, and have crossed paths with almost every type of customer personality, and felt it necessary to share different ways of approaching this specific demographic. How to deal with a difficult customer and still maintain your professionalism. Dealing with difficult customers in the customer service industry requires patience, empathy , and effective communication skills. It's important to listen carefully to their concerns, remain calm, and offer solutions with options to resolve any issue. During my career I've developed different models that have helped to remind me that as a professional my responsibility is to be the best me, that I can be, and, that regardless of the customer's disposition I am here to provide a productive resolution. The LAUGH Method, which I have relied on for many years, has been a valuable tool for me. 1. Listen: Let the customer speak and don't interrupt them. This demonstrates that you value them and concerned about their issue. 2. Acknowledge Their Position:"I understand your frustration" will go a long way in establishing the relationship between you and the customer. 3. Understand: It's nothing personal toward you. They are mad at the situation or may have some other things going on in their life. 4. Guarantee: Assure your customers that you will provide a resolution to their issue. 5. Highlight Value: Emphasize the value and benefits that your services provide them. Remember, offering solutions with options establishes you as a true Subject Matter Expert in your field, and establishing clear boundaries and setting realistic expectations for your customers is critical. Every interaction is an opportunity to turn a negative experience into a positive one. Master de-escalation techniques and always prioritize customer satisfaction. Contact me to discuss why working with Tome' Kelley Consulting will bring you the highest ROI for your customers and employees. #CustomerService #CustomerExperience