Do you expect your front-line staff to create higher levels of service, sales and profits and to retain your great customers?
If so, are you setting them up for success or failure?
Join a discussion with owners, managers and top leaders who rely on staff to provide quality customer care with prospects and customers including project managers, inside sales, technicians, Information Technology staff, administrative staff, returns clerks, counter sales, and more.
Are you maximizing your customer contact with your staff?
· Have you ever cringed listening to what your inside people say to prospects or customers on the phone?
· Do your customer service and inside salespeople have the skills and confidence to recognize a business opportunity?
· Are they expressing the level of customer care your business requires to maintain and grow customer relationships?
· Do they provide too much “free consulting” and give away valuable free information to people “shopping around?”
· Do they lack the questioning and qualifying skills to get to the heart of your prospects’ or customers’ needs?
· Is there more business available, but sales are often missed?
Every manager tries to hire friendly, helpful employees for the front-lines of their business, right? But do you really know the quality of their work? What are they saying to your hard-earned customers every day?
You may find them to be…
· Always busy, but not productive.
· Under promising or over promising to make a customer happy in the short term, but causing problems in the long term.
· Missing sales opportunities with a “that’s not by job” attitude. (And it may be a subtle as being “too busy” to pick up the phone.)
· Causing friction internally due to poor communication and misunderstandings.
· And, you may have a great staff, but they leave your company because of inept supervisors.
Have any of your customer service or inside salespeople hit communication roadblocks such as…
· Dealing with difficult customers
· Not having the confidence to make outgoing calls.
· Failing to understand the selling process for up-selling and cross-selling.
· Trouble communicating on a professional level.
· Not knowing how to take a client to the next step in a sale.