About
Sam Black is a consultant specializing in sales, customer service and call center training. I have been in business 36 years, 18 of them as a consultant helping clients in St. Louis, nationwide and internationally.
I focus on sales and customer service – either face-to-face with the prospect or customer or in call centers, and I try to instill good habits and skills into the people who deliver sales and customer service. Therefore, I felt my blog should focus on the actions that sales and customer service representatives do well…or deliver poorly. Unfortunately, even just beginning to think about what I will write directs me to so many of the incidents where a sales or customer service person failed to deliver. I’m sure you have experienced similar failures in your own situations as prospects or customers.
What I hope to accomplish with this blog is that you don’t recognize the bad situations as ones you caused your customers or prospects and that you do like the good stories and implement them in your own business for yourself or your employees. As this blog evolves, I hope to hear from readers…more sharing of good stories than bad ones, but being aware of how we build new customers and retain customers through effective and professional sales and customer service practices. If you send me your experiences, I’ll write the “lessons to be learned” so that everyone can benefit. Thank you and enjoy! Sam Black, President, Sam Black Consulting.
7/9/09