Business Article


Critical Customer Service Skills You Must Have By Dennis Sommer
CEO, Executive Business Advisers

Do want to be known as "The Expert" or "The Guru"? Do you want to advance your career and income? If you answered yes to both of these questions then you need to become a “Top Performer” in your profession. Whether you are now a Manager, Executive, Consultant, Sales or Service Specialist, then Customer Service skills will be one of the keys to your success. Experience and knowledge in your area of specialty may make you an above average performer, but to be a “Top Performer” start implementing the following 16 Customer Service skills and action items today.

Top performers are successful by being honest, respecting a clients intelligence and focusing all their energies on how to make a difference in a clients life. After reviewing the following “Top Performer” Customer Service skills and action items, you will know how to be more effective, efficient, and successful.

As customer satisfaction improves, so does your revenue and career.

1. Your attitude, attention, and commitment to resolving customer complaints will have a huge impact on customer satisfaction and the likelihood that they will buy more.

2. Money motivates in the short term but helping make a customer’s life better will provide sustained success.

3. Guarantee your offering and stand by it. It is best to offer an unconditional money back guarantee.

4. Trust in your company and the customers perception of the level that your company and people will stand behind the offering in the event of problems is the number one reason customers purchase an offering.

5. The best way to serve your company is by putting the customer first. You may lose a sale today, but long term rewards will be much greater.

6. Quality improvements that improve customer satisfaction are more profitable than those focused on cost cutting.

7. Help customers achieve their goals.

8. Achieve your goals by satisfying customers.

9. Have the best interest of the customer in mind.

10. Get customers to discuss their needs with you.

11. Influence customers by information rather than by pressure.

12. Offer an offering that is best suited to meet a customers needs.

13. Answer a customers question as correctly as possible.

14. Try to bring a customer with a problem together with a offering that helps them solve that problem.

15. Disagree with a customer in order to help them make a better decision.

16. Give a customer an accurate expectation of what the offering will do for them.


Meet – Dennis Sommer

Dennis Sommer – CEO, Executive Business Advisers

Dennis Sommer is a highly sought after business growth expert with over 25 years experience. His specialty is helping companies quickly improve business performance and sales revenue growth. Dennis provides deep functional and industry expertise to help companies overcome their key business challenges and build a roadmap for success.

Using his proven, copyrighted methodology, Dennis analyzes what you are doing today, recommends specific improvement action steps and helps you implement the changes needed to improve your business performance and revenue growth.  His areas of expertise include; strategic planning, sales, marketing, customer service, operations, technology, staff and leadership development.

Dennis’s business improvement and growth expertise has been featured in Entrepreneur magazine, New York Times, Fox News and many more.  

Dennis works with a diverse mix of product and professional service companies.  His clients include; large Fortune 1,000 global companies, medium size growth focused companies and small early stage specialty companies.  He works with family owned, private and public companies.  

Since 1985 Dennis has started three successful growth focused companies. A high-tech product company, a technology consulting firm and Executive Business Advisers.  Dennis is also founder of the EBA Business Success Network, an exclusive executive networking group.  

Dennis has held leadership level positions with: Accenture – a $22 billion global management consulting and technology services firm.  Computer Associates Inc. – a $4 billion enterprise software company.  LDA Systems – a $26 million regional IT consulting firm.  Jo-Ann Stores - a $1billion fabric and craft retailer.  

Dennis is also a highly sought after speaker and author.  He inspires, motivates and educates audiences with his keynotes, seminars and customized training workshops.  Dennis is an international author of 3 books and over 80 published articles on improving business and leadership performance.  

His latest best selling book is “Adviser Secrets – How to Become a Top Performer”.



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