Active business correspondence and telephone negotiations with the customer should eventually lead to a meeting and drawing up a purchase agreement. A professional manager will be able to sense the moment when it is possible to schedule a meeting. Depending on the organization’s field of activity, the number of meetings held per week may vary. For a company selling everyday goods, an excellent indicator would be 20 such meetings per day, and in the b2b sphere, 1-2 per day is good.
Ability to find contact with the person responsible for decision making
When a customer service manager investor database has already held a sufficient number of meetings, but the contract has not been signed, it is likely that he was unable to contact the necessary official. Although it is worth remembering that in different areas of activity the ratio of orders to requests may differ. For example, for a company providing consulting services, the normal indicator is considered to be the conclusion of one contract from 10 potential customers.
Exceeding the plan
A customer service specialist should always strive to exceed the plan, bring in more clients, and accordingly, increase the company's income, without limiting himself to the plan or supervisory control. If a manager drags out time, trying to postpone the conclusion of contracts and the receipt of profit to the next month, then such an employee may become an ineffective worker.
Ability to create a funnel of opportunities
An experienced specialist does not dwell on his failures. He understands that a refusal today does not mean that it will always be like this. The employee continues to work, looking for new clients. He creates a funnel of opportunities from among potential customers and knows that this will bring results - at least one out of 10 clients will sign a contract.
Frequently Asked Questions About Account Manager Duties
We answer the most frequently asked questions regarding the responsibilities of a customer service manager.
What is the difference between a customer service manager and a sales manager?
When the position of "sales manager" in the company's staffing table is renamed to "customer service manager", this will be a significant event in the development of the organization. This is not just a play on words, but a transition from the principle of "the main thing is to sell" to a completely different approach to work, when a specialist maintains communication with the customer throughout the entire stage of the transaction: from the purchase to discussing problems that arise after the sale. Such support is typical for a company with a full cycle of services: from construction to support of an already completed facility.
Differences between a customer service manager and a sales manager
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The advantage of creating trusting relationships with the customer on an ongoing basis is the formation of the company's image as a reliable partner for long-term cooperation. Firstly, it is beneficial to the organization. Secondly, the client feels support and protection, as he knows that in case of any problems, he can always contact the manager and get all the necessary information. That is why the company needs a competent customer service manager.