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Product ID: 407995EAU
 
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How to Cross Train Sales and Customer Service to Increase Revenue and Customer Satisfaction

OnDemand Webinar (62 minutes)

Gain an understanding of how to pair features and benefits to your customers' needs and wants.

Companies have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only about 10%. Studies have also shown that people are more likely to pay more if they receive great customer service. People that have a negative customer service experience are only 40% likely to be repeat customers. Clearly, good customer support leads to stronger loyalty among clients, while bad customer support can cause people not to purchase, cease patronizing a business or drive them to a competitor. Satisfied customers are valuable sources of referrals. Aligning sales and customer service teams will improve overall customer experiences and help increase cross-selling and upselling opportunities.

Many businesses separate their sales and customer service functions. This has been the traditional thinking behind sales teams that focus on bringing in new customers while the customer service teams focus on retaining them. Instead of treating customer support as the end of the customer journey, it should be treated as an opportunity to restart and recharge the customer cycle. Strategies that emphasizes the importance of sales and customer service integration can make significant improvements in business success. Forward-thinking organizations align their sales and customer service teams to improve the consumer experience. For this to be successful, both teams need to agree that the end goal is the same - a positive customer experience. When sales and customer service are viewed as a collaborative partnership, exponential growth can be achieved. This topic will help you gain a fresh perspective on aligning these important functions. It will also teach you how to develop a process for working with customers across teams.

Authors

Larry Hammond Sr., V1H Consulting

Agenda

Creating Happy Customers

• Respond Quickly

• Listen!

• Change Your Attitude

• Lead With Enthusiasm

• Be Proactive

• Go the Extra Mile

Drive Customer Retention by Providing Excellent Customer Service

• Be Worthy of Loyalty

• Provide a Memorable Experience

• Go Above and Beyond - Surprise Your Customers

• Keep Them Coming Back for More and Spreading the Word

Aligning Your Teams

• The Challenges of Alignment

• The Missing Piece

• Promote Cross-Team Training

• Provide Professional Development and Education

• Support Your Sales Team

Create a Process for Working With Customers Across Teams

• Clarify Your Mission

• Create a Culture That Promotes Harmony

• Put the Customer First

• Set Goals and Establish Context

• Enhance Communications

• Solicit Feedback From Customers