You're selling—whether you realise it or not.
Do you have to deal with prospects or customers who are confused, frustrated, or upset?
Are you expected to defuse emotionally charged encounters?
Do you frequently have to interpret situations and solve problems… even when insufficient information is provided?
If you are a customer service or inside sales representative, the answer is “yes.” You have to do it every day. And, you’re expected to do it calmly and respectfully even when dealing with people who are anything but calm and respectful.
Recurring revenues come from long-term relationships with your customers. Relationships built from a good foundation with open communication, mutual respect, and good intentions will weather almost any storm.
How confident are you today in your support team’s ability? Will they recognise and grow prospective business opportunities from inside their department?
Sandler has specific strategies and techniques that will enable you to effectively and efficiently deal with difficult people and situations, address customer needs, and solve problems with best-fit solutions while keeping your emotions in check and without in any way “manipulating” the customer.
We are launching a customer service programme In January to get meaningful and lasting improvements in how your people interact with customers (external and internal). So much depends on the performance of team members in this critical, but often overlooked role—from building strong customer relationships, to uncovering customers' ongoing needs, to maintaining customer loyalty. These people can make or break accounts that you have worked hard to win. Furthermore they can also have a major impact on how effectively your staff work together.
When you become Sandler-certified, you have access to measurable results at every step of the training process. Your progress is documented from competent through proficient to sales mastery.
Your customer service plan is only as strong as its weakest link.
Author and Sandler’s Customer Care Program Specialist, Anne MacKeigan, provides you with the 48 rules you need to make intelligent strategic investments in customer care. Customer Service The Sandler Way helps you create and sustain a working culture built on the belief that the customer not only matters—they are the only reason your organisation exists.
Insight and tips on current sales, sales management, leadership and management topics. We invite you to comment on our posts and to pass them on to your colleagues.