Sandler Strategic Customer Care
Business Tactics for Frontline Employees
Regardless of your title at work, customer service is an important part of your job.
You may be in government, in retail, a professional services firm, a manufacturing plant, a medical practice, a "mom and pop" shop or a complex conglomerate. You may serve internal customers within your organization, or external customers in-person, over the phone, or via the web. You may work on products, services, or customer-related functions behind the scenes. You may support colleagues who serve customers by supplying them with the leadership, information, or resources they need to do their job.
The bottom line is that the quality of service you provide determines how many of your organization’s customers remain happy and loyal. Loyal customers return time and again to buy your products, your services and talk you up with others.
Our Quality Service program is a total quality management solution to the challenge of improving customer service. The message of the program is directed both to managers and to front-line service providers. The actions it prescribes work in any service context, whether in direct retail outlets or in professional service firms, whether in manufacturing plants or social service clinics; whether to individual consumers or to corporate clients, and whether in “mom and pop” shops or complex conglomerates.
This program provides several schedule options for instruction, ranging from an hour and a half to programs spanning several days.
You and your team will learn new strategies and tactics to:
- Recognize and meet the expectations your customer have for the products and services you provide
- Evaluate your current customer service vision, or create a customer service vision if one does not already exist
- Bond with customers through your communication over the phone, in person or via the web
- Please customers with products they want and with service they value
- Satisfy unhappy or complaining customers
- Create a specific plan for improving the consistency and the quality of customer service provided by all employees
Who should attend?
This program is designed for any employee within a company that is seeking to improve its level customer service, and of particular value to three groups of employees:
- Executives who need to set the tone for quality service and who need to understand what role they must play in achieving it
- Managers and supervisors who need to support front-line employees that are expected to provide quality service, and managers and supervisors who need to ensure that quality service is as high a priority among various internal departments as it is in relation to external customers
- Front-line service providers looking for better, faster, and unique ways of exceeding their customers’ expectations
Contact us to discuss your custom designed curriculum.
When we call a prospect, time is of the essence if we are going to achieve our goal of pain qualification and get the meeting. This was one of the largest obstacles our sales team faced. We hired Terry Ledden from Sandler Training to help us resolve this challenge. Terry brought a three stage approach to the problem. I can say without hesitation that we have achieved results well above what our initial expectations were. Our sales team is making five times the number of calls that they used to make and our success rate has improved by well over 200%. The program that Terry has put into place for us works.
Rob Kilroy Director of Sales - Telecom Ottawa