Deliver Unexpected Value From Your Customer Service Team
Service professionals have unmatched insight into customers. Information learned on a service call reveals details about the customer’s concerns, needs, and interests. The customer’s tone, inflection, and word choice give the service professional a deep level of detail not seen elsewhere. Therefore, customer service professionals are an untapped resource for organizations seeking to use these details to deliver unexpected value.
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The Enhanced Service to Sales Customer Service Training Program
Richardson’s Enhanced Service through Consultative Sales program helps service professionals:
- Execute customer service that rises to the level of a competitive advantage
- Shift their mindset to view sales as a way to add additional value to the customer
- Position additional services and products as part of the solution
Customer service professionals must become comfortable with proactively positioning solutions. However, selling is not a familiar routine to customer service professionals. Therefore, they must be trained to change their thinking around how they approach the service call. The customer service training program shows why making this mindset change means engaging in active listening that focuses on the cues and clues revealing where additional solutions are appropriate.
To achieve these three objectives, participants will learn to:
- Develop self-awareness
- Personalize the customer service experience
- Spark the customer’s interest in an expanded solution, and more
The Enhanced Service through Consultative Sales Training Program is available on our online learning platform, Accelerate. The video below is from the Enhanced Service through Consultative Sales training program on Accelerate – it demonstrates an ineffective example of the skill of enhancing the service call by positioning additional solutions with coaching insights.
Enhanced Service to Sales Training Program Business Benefits
Upon completing the program your customer service team will experience the following business benefits:
- Consistent execution of a structured method for transitioning from serving the immediate need to understanding broader needs
- Realize greater economic value from the customer service call by positioning additional products and services that serve the customer’s complete needs
- Boost customer loyalty and retention with service that relates to the customer with an authentic and personalized approach
- Project confidence, credibility, and conviction in tone and words to convey interest, gain respect, and inspire trust
- Improve first call resolution rates
Key Areas of Content
Engaging with CustomersWe teach service professionals best practices to effectively engage with the customer and set the tone of the conversation. We teach them how to ensure a strong opening helps them connect with the customer, defuse negative emotions (if needed), foster openness, build credibility, and set them up for success.
Solving Immediate NeedsWe equip service professionals with a framework to efficiently and effectively resolve the immediate need while listening to cues and clues for additional ways to create value for the customer. We teach professionals how to solve for the root issue, and not just fix the symptoms, leaving the customer feeling like they have dealt with a real person.
Enhancing Experiences Through Additional ValueIn this program, we teach professionals how to strengthen customer loyalty by taking the extra step to find new ways to help the customer gain additional value. We teach them how to proactively increase the quality of the customer experience, inspire loyalty, and expand business by acting on opportunities to help the customer access additional resources, products, or services that enhance customer value.
Resolving ObjectionsWhen faced with objections, most sales professionals react defensively or use self-serving behaviors that undermine customer trust. A consultative approach leads to not only resolving objections, but also to increasing connection with the customer and building trust and credibility. In this program, we teach your sales professionals how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviors that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.
Content Grounded in Behavioral ScienceOur content is grounded in behavioral science. The focus on behavioral science across our program matters because we know that buyers make decisions based on both logic and emotion, an important and often overlooked component in both buying and selling. In fact, the emotional component of buying overrides the logical one. Sales professionals familiar with behavioral science concepts improve their ability to connect with customers because they have a greater understanding of their customer’s biases and their own. This helps them to more objectively evaluate opportunities and challenges, avoid aggressive behaviors, and reach their goals.
Program Delivery Options
Our Enhanced Service through Consultative Sales Program is Available in the Following Modalities
Virtual Instructor-led Training that Replicates In-Person Classroom Experience
Our VILT solution leverages video and digital technology and 40+ years of sales and learning expertise. Our virtual classroom replicates the experience and impact of live, in-person training by using interactive tools such as polling, chats, and breakout groups, to ensure time for small group work like group drills and role plays.
Digital, Online Learning Platform Built to Inspire Sellers
This program is available on our digital learning platform, sitting at the heart of a blended learning solution. It is built to engage and inspire sellers, provide real-time visibility into performance for sales managers, and drive long-term results.
Interactive, Instructor-led Training
Our onsite, Instructor-led workshops are an experience. We use a ‘Learn-by-Doing’ methodology, where sellers are actively participating in role plays, problem solving, and brainstorming exercises. They also receive intensive coaching and feedback throughout the onsite program by the best facilitators in the business.