Customer service || Sales VS Service Conflicts

Sales VS Service style conflict is a globally practiced essential battle, in business, what should be in a certain level of severity always as it has some positive as well as negative aspects. If it is positively used then products and service quality can be upgraded. On the other side, if this battle crosses the limit from virtually to reality then a good market of a company can be destroyed. Considering universal practice as Sales VS Service style conflict, combined action exploring proper information flow, ethics & responsibilities to be taken in order to satisfy all stake holders targeting a happy ending!

Many customers call service center with a common complaint as when sales person sold a product or service to them, they promised to them for enormous facilities or discount from customer service though those facilities or discount process actually service department doesn’t follow!

A true sales person should not do such unethical practice though he/she may fill up sales target for the time being by this unacceptable practice, but for long run he or she will lose the faith of customer forever and company will fall in decrement of goodwill.

In order to avoid similar unexpected situation, sales and customer service should have a good communication and must be aware of each others’ limitations and scope of support. They must have proper documentation and direct contact for the responsible sales person who sold the service or product. Also they must be joined together as a big team, instead of separating two departments in different rooms, which can minimize conflicts and misunderstandings.

Sometimes sales team claims that, for a single after sales service issue, they are losing huge customers. Hearing this type blame management may become very rude to service. Normally service is a thankless job, when management and sales both create such unexpected pressure on service then positive speed of work may be hampered. This type of direct blaming from sales has no positive outcome unless company growth decrement. Both sales & service must have to avoid such type of illogical blaming practice. They have to feel depth of responsibilities & honor each other with a cooperative mind.

Service team should keep their mind setup in such a way of taking every negative issue as opportunity of work in order to make it positive.  

Note that, whatever the conflicts arises, first of all customer service must be ensured then other internal practices of company should be deployed as there is no other way of thinking as customer is the king.