In this section, we are going to explain leads and how they are generated. Leads are prospects who have expressed interest in PI but who have not purchased anything. Once a lead is qualified, meaning they have been contacted and are participating in the sales conversation, the lead becomes an opportunity, along with a contact…
In this lesson, we are going to cover accounts. Accounts are companies that we are doing business with, and contacts are the people who are associated with that account — typically employees of that company.Let’s look at the Accounts tab. You can see that there are thousands of accounts. Let’s search for the account Silly…
Congratulations, you created your first client account! You may have noticed when creating the account, that you were never prompted to submit a first name, last name or email address. The reason for this is because email addresses are associated with contacts. In this section, we are going to cover contacts. We will create a…
In this section, we are going to show you how to customize your settings in Salesforce, specifically your email. If you look up in the top right-hand corner you will see your picture or an icon indicating it is you that is logged in. When you click on that icon you can choose your display…
Let’s talk about accessing your account. Our Business Operations Team, or BizOps, is the team that sets up your account. If you have any questions or problems with your account, connect with your Team Lead, and they may reach out to the BizOps team or direct you to the appropriate person on that team. To…
Salesforce’s core function is for Customer Relationship Management, or CRM. First of all, what is CRM? CRM stands for Customer Relationship Management. But what does that mean? Simply, it is keeping track of your current and future customers. Salesforce allows us to take all the data we collect on our customers and house it in…
When working with customers it is important to track data. Not only are we tracking names, email addresses and phone numbers, but it is also important to track engagement, requests, issues, annual renewals and revenue, subscriptions, and headcounts. Without a tool that can hold all this information, keeping track can become overwhelming. To track all this information, we…
Working with angry or upset customers is one of the most challenging aspects of customer service. There are ways, however, to prevent customer anger before it even begins. The technique is called the preemptive acknowledgement. The key to this technique is to preempt customer anger by spotting situations where a customer is likely to get…
You may have heard the phrase, the customer is always right. That saying is not technically true. For example, a client may be waiting on the phone for an agent and when an agent does answer complain that they have been waiting for 30 minutes, when really it has only been 10 minutes. What the…
When working in customer service, it is important to focus on what you can control and stop worrying about what you can not control. In customer service, we are often expected to solve problems that are beyond our control. For example, our finance team may introduce a new way for partners to report their earnings,…
Empathy is one of the most important customer service skills. It allows you to understand how a customer is feeling and use that insight to find ways to make them feel better. Our ability to empathize with a customer comes from having a similar or relatable experience. So the key is to draw upon your…
Taking ownership is one of the most important problem-solving skills in customer service. It involves accepting responsibility for finding a resolution, even if it means putting in extra effort and navigating around obstacles that get in the way. It’s important to note that there are many reasons why customer service professionals might be tempted to…