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Strategic Customer Care

Mike Montague

Table of Contents

Customer Service

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 organization 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 analyze 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.

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7 Ways Your Customer Service Team Can Increase Revenues

Your customer service team already has great relationships with your customers. But it’s important to reinforce that they ask the right questions, don’t provide too much free “consulting” and ultimately increase top-line revenue.

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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!

On the Frontlines

Take an in-depth look at customer expectations and examine the tactics we employ to meet and exceed those expectations.

Effective Communication

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.

Breaking through Your Comfort Zone

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?

Questioning Techniques

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.

Up-Front Contracts

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.

Telephone and Email Communication

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.

Formula for Success

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.

Up-Selling and Cross-Selling (PAIN)

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.

Understanding Our Customers: DISC

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 behavioral 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.

Dealing with Difficult People

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?

Understanding Our Customers: Transactional Analysis

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 recognizing our strengths as well as recognizing those areas needing improvement.

Client Development through Sales

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 recognize business opportunities worth pursuing while identifying and disqualifying the prospects that aren’t true opportunities.

Customer Service The Sandler Way

This book’s 48 Rules for Strategic Customer Care give you the guidelines you need to make intelligent strategic investments in customer care, based on the world-famous Sandler Selling System. Customer Service The Sandler Way helps you and create and sustain a working culture built on the belief that the customer not only matters, but is the only reason your organization exists.

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