Customer Service & Inside Sales Training
The Challenges of Customer Service
Communicating effectively with your most valuable clients and prospects is paramount to the success of your business. Are all your employees representing your organisation the way you would expect?
Does your inside team struggle with:
Providing too much “free consulting” without upselling or cross-selling?
Failing to ask the right questions to diagnose the client’s needs or appropriate solutions?
Missing the sales or communication skills to help keep or grow your key accounts?
If any of these issues sound familiar, you might be missing out on lucrative, profitable business opportunities, experiencing high turnover in frontline positions, or dealing with poor morale.
Our Strategic Customer Care program can help you change behavior and change the face of your organization!
Transform your customer service & inside sales teams.
Are you asking too much of your frontline teams, or are they just under-trained and missing the skills to deal with the difficult task of customer service and upselling?
Sandler-trained frontline employees know how to:
Treat customers with care and respect.
Remain objective and focus in the face of confrontation.
Cross-sell customer requests in a straight-forward non-salesy manner.
Ask questions to analyse situations before responding.
Effectively recommend additional products or services to increase revenue and retention.
Start a conversation.
Learn how to create a cohesive, highly competitive, and productive revenue-generating inside sales machine.
Strategic Customer Care Curriculum
Learn how Sandler’s Strategic Customer Care program can change the way your team interacts with clients and, in turn, can change the face of your business!
Take an in-depth look at customer expectations and examine the tactics we employ to meet and exceed those expectations.
Customer service providers must be professional communicators. Customers and prospects are all different and our ability to establish trust and build a relationship quickly is essential in solving their problems, developing long-term customers, and creating relationships based on loyalty beyond the product or service.
Examine the idea of “comfort zones” – where do they come from and how can we break free to grow beyond them to reach a more fulfilling life, both personally and professionally?
The ability to craft and ask compelling questions is one of the greatest skills we can develop in customer service. Well-crafted questions can cut through smoke and mirrors, clarify concepts for our customers, and get us to the right solutions quickly and directly.
Explore a simple methodology to put you in control of the conversation, set expectations on both sides, and ensure everyone involved is on the same page.
Review phone and email interactions and how we use them as our connection to customers. Focus on ensuring that our communication skills are building the relationships we value, supplementing our sales tactics, and never hindering our growth in the sales relationship.
Each person’s definition of success in life is different. However, there are certain basic truths in customer service that, if adhered to, can take you to the next level of success.
The most important thing we can do for our prospects and customers is to provide them with the latest information, ideas, and problem-solving tactics to help them uncover specific value adds and reasonable price points to aid them in making good buying decisions.
Typically, people are most comfortable interacting with those who are like them. In this session, we’ll examine different communication preferences to improve understanding and communication with both internal and external customers. Using the DISC behavioural profile, we’ll start by examining its four quadrants as well as our own communication styles. We’ll focus on each of the four styles, how to quickly identify a person’s dominant style and the basis for communicating with individuals who fall into each particular style.
How can we use proven Sandler techniques to institute a step-by-step process to resolve conflict without escalating it, and at the same time, fix both the problem and the upset customer while maintaining our own confidence and self-esteem?
Examine the idea of “comfort zones” – where they originate from and how we break free to try new things and grow beyond them for a more fulfilling life, both personally and professionally. Understand the human dynamics of recognising our strengths as well as recognising those areas needing improvement.
Take a look at attitudes around sales and the selling process to examine ways we can develop a “sales antenna.” Once those skills are developed, we can easily recognise business opportunities worth pursuing while identifying and disqualifying the prospects that aren’t true opportunities.