Read the table of contents and sample below to see how much useful information is packed into this brief booklet. The first step in accepting a sales role is understanding that cross-selling and upselling are elements of proactive customer service. Think of it this way: Similarly, if your company offers products that your customers might find useful, telling them is a proactive effort on your part to increase their satisfaction and loyalty.
The reality is that customers may not be aware of the wide array of products your company offers. There are many different approaches to sales — and some are definitely pushy. But as a customer service rep, you will use techniques that focus on identifying customer needs, laying out options, and creating an environment that gives the customer room to make his or her own buying decisions.
It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed. Role-playing can be a powerful way to learn new skills. However, many people are uncomfortable role-playing in front of a large group. Instead, consider having reps work together in teams of two while managers or supervisors circulate among the teams coaching them to success.
Having pairs of reps sit back-to-back will further eliminate any hesitancy. The following five steps are central to any role-play situation:. Introduce the activity with language such as: Also keep in mind that apologizing, empathizing, and agreeing can often be wrapped into the same sentence. Your package includes 10 Glancers. Just peel and stick to computer monitors or dividers for a handy reminder of the important lessons learned in the guide.
Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action. A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action. We want you and your reps to use this valuable resource and put its ideas to work in your department. Now, you can help your reps turn those customers around with this five part training tool.
Empathizing and agreeing A skill related to apologizing is empathizing and agreeing. Glancer Your package includes 10 Glancers. Certificate Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.
Certificates may be downloaded, personalized, and printed. Quiz A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action. Quizzes may be downloaded and printed.
How to turn customer service into your secret weapon using the best customer support skills and tips available. Download the free customer service guide as PDF.
This guide is designed to take a more systematic approach. The articles here will teach you what good customer service is and give you tools to assess and improve customer service in your small business.
Empathy is the single most important customer service skill.. Why? Because if you want an employee to help your customers be happy and successful, it’s important for that employee to understand what happiness and success mean to your customers.. And if you want an employee to help your customers out of a jam, it’s crucial for that . Our free, comprehensive guide will give you all the customer service training ideas you'll ever need. From first days to 6 months and onwards—it's all here!
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional/5(11). Are you in need of customer service training ideas? Our free page guide has advice on building, growing, and training your customer service team.