Customer service and sales are both important for business success, but they do very different things. Both jobs require exceptional communication skills, but customer service is about making customers feel valued and appreciated while sales are all about closing the deal.
Customer service professionals want to build relationships with their customers by offering them support in a positive atmosphere while trying to retain them by providing value. For instance, Spectrum customer service helps Spectrum to sustain a strong position in the telecommunication industry. Salespeople focus on selling products or services in exchange for money. Of course, the ends are always similar: making your company more profitable so you can pay your employees better and grow faster!
How customer service and sales focus on the same goal in a different way
Customer service and sales both aim to achieve the same goal: closing a deal. However, customer service is more focused on solving problems for customers through communication channels like email, phone, or social media. Salespeople, on the other hand, are skilled at initiating conversations with potential clients and promoting their products (or services) in person or via direct messaging.
Despite having different short-term goals, both sales and customer service workers contribute to an organization’s revenue. Sales directly increase revenue by bringing in new business; customer service improves retention rates by helping existing customers resolve issues that might cause them to switch providers.
The main goal of the sales department
Sales are the lifeblood of any business. Without it, no company will survive for more than a year or two. The entire focus of your sales department should be to get people to buy what you’re selling and then ensure that they stay happy with their purchase choice long after the sale has been completed.
If you don’t have a dedicated sales staff, you can still make sure this happens by hiring an outside vendor who specializes in customer retention programs. When we talk about the sales department, we mean the whole process of acquiring new customers. This process should be clearly described and understood by the company. The main goal of the sales department is to increase the profit or revenue of a company.
But how? We already said that the main goal of the sales department is to take over additional market share, so what do they need to do? They have to find specific groups of people who could become potential clients and then sell them the product or service that will help them solve their problems. Companies must understand how their products and services can improve lives for future clients.
The main goal of the customer service department
We all know the goal of any customer service department is to make their customers happy. However, there are two ways that they can do that. The first is by doing what they need to do for the customer, even if it takes more time and effort on their part.
The second way is by being efficient at responding to emails or phone calls. This includes giving out information quickly so that the customer doesn’t have to reach back out again later for an update or answer.
A big part of this comes down to how you respond to a crisis. If your company goes through a crisis due to which there is an atmosphere of tension, your customer service staff should not let it reveal. You need to conceal the downside and still be able to handle the situations where the customers are facing trouble with the services.
Main differences between sales and customer support
Sales and customer support are the two main pillars of any business. Sales are important for acquiring new customers while customer support is responsible for retaining them.
Marketing or sales activities focus on getting a target audience to notice a product or service, whereas customer support focuses on meeting an individual user’s needs after they have already purchased a product.
A salesperson is the one who sells to customers by promoting a product or service, while a customer service agent assists customers after they have made a purchase.
Based on the information you’ve learned, customer service and sales are both important roles in any business. However, they each serve very different purposes. It’s important to remember that while these two areas of your business may overlap, they shouldn’t be considered identical.