This articles addresses MLM customer service standards that we observe in the “superstar” service-givers. Multilevel marketing (MLM) and Party Plan companies are built on relationships, and because their continued existence depends on the customer service environment that you create within your culture, you must make the commitment to become the undisputed leader in service and support.
Objectives for the MLM Customer Service Superstar
- Be a Perfect Problem Solver
- Be a Warm, Caring Human Being
Perfect Problem Solving by the MLM Customer Service Superstar
- Knowledge in the following areas
- Compensation Plan
- Policies & Procedures
- Company Resources
- Skills in these crucial interpersonal areas
- Issue identification
- Critical thinking and analysis
- Company Support from the top down
- Customer Service Calls It, We Support It
- Measure, Report, Reward
- Systems Support (Computer, Work Flow)
- Follow-up as a way of life
- Close Each Case with Speed and Care
- Identify Dangers and Opportunities
PERFECT PROBLEM SOLVING by the MLM Customer Service Superstar
Make sure every customer service rep has the knowledge required to be perfect problem solvers.
- Compensation Plan — Certification program: know the compensation plan and be able to apply knowledge to a variety of situations to build solutions to all the problems and concerns of Marketing Executives
- Products — Product champions: know the literature and all training offered regarding products; be users of the products, be able to confidently and knowledgeably answer the important basic questions about the products, and be able to administer a technical product question referral.
- Policies and Procedures — Demonstrate Understanding and proficiency in the basis of each formal policy, in order to consistently administer interpretations and applications of the policies, and to assure that the underlying intent of each policy drives both administration and systems support of the policies. Know the policies so well that it is easy to find a way to say “yes” to a customer’s request.
- Company Resources — Know how to obtain all the information necessary to confidently fulfill the customer service mission of WOW-ing customers.
A great deal is written about customer service, and the best companies devote substantial resources to developing superstars. MLM customer service and Party Plan support systems demand the very best in a competitive environment.
Since multilevel marketing (MLM) and Party Plan compensation systems thrive and survive on relationships, and because their continued existence is wholly dependent on the customer service environment that you create within your culture, making the commitment to become a leader in customer service and support is essential to your long-term success. And by applying these concepts and using these tools, and others presented in the series on MLM customer service, you may become better service-givers in the exciting world of multilevel marketing and party plan distribution.