Sandler Training | STRATEGIC CUSTOMER CARE, Buckhead, Monday, 14. January 2019


Frustrated that your inside team can’t recognize a business opportunity?
Afraid you’re losing customers when frontline staff aren’t equipped to handle difficult situations?
Tired of cringing while listening to what your inside people say to prospects on the phone?

Customer service and inside support teams speak to clients more than anyone else! Sandler’s time-tested communication techniques will add additional income and growth to any organization.
Turn your customer service team into a sales machine!
Is your company suffering from hidden customer care deficiencies?

81% of CEO's say they are delivering a good customer experience and only 8% of customers are in agreement.
For every customer complaint, 26 remain silent, so unsatisfied customers are not uncovered until it's too late.
Do your frontline, customer-facing, staff lack the questioning and qualifying skills to get to the heart of the prospect's/customer’s needs?
100% of your customers are on your competitor's prospects list

Empower Frontline Employees With Effective Problem Solving and Business Development Skills.
✓ Frustrated that your inside team can’t recognize a business opportunity
✓ Afraid you’re losing customers when frontline staff aren’t’ equipped to handle difficult situations
✓ Tired of cringing while listening to what your inside people say to prospects on the phone
✓ Define the top 5 expectations of internal and external customers
✓ Strategically identify areas for up-selling and cross-selling to current and new customers
✓ Learn effective communication skills to lower barriers, create win-win solutions and build trust with customers
✓ Discover ways to fix both the problem and the upset customer while still maintaining confidence and self-esteem

This a four class boot camp.  Each class is three hours. Pricing is reflected for all courses.
The dates are as such:
Class One: 1/14/19
Class Two: 1/23/19
Class Three: 1/31/19
Class Four: 2/8/19
(***Select any date to purchase tickets***)
Program Outline:
What Do Customer’s Really Want?
Is there a greater challenge within any organization than working on the frontlines of an organization and dealing one-on-one with customers daily? Much hinges on this critical role – from building strong relationships to uncovering their ongoing needs, to establish loyalty. In this session, we’ll take a close look at both customer expectations, and then examine what we do to meet those expectations. The customer service triangle examines the relationship between the frontline representative, the customer and the company. We’ll also explore what makes up a customer-focused culture.
Boosting Your Comfort Zone
In this session, we’ll examine the idea of ‘comfort zones’ – where they come from, and how we break free to try new things and grow beyond them for a more fulfilling and rewarding contribution both personally and professionally. This session allows us to understand the human dynamics of recognizing our strengths and areas for improvement to help us build stronger self-esteem and courage.
Setting Expectations & Control
Any time we need to get mutual consent, we need to set the expectations of the purpose of our meeting, what needs to happen and each person’s responsibility for what; a timeline or when it should happen; and the outcomes expected. We’ve all experienced the anxiety of having a conversation deteriorate into an aimless rant. Or hung up the phone from a conversation and asked yourself: “I wonder what should happen next?” We’ll explore a simple methodology that puts you in control of a conversation, lays out expectations on both sides, and is a comfortable way to ensure everyone involved is on the same page.
Building Relationships (D.I.S.C.)
Typically, people are more comfortable interacting with people who are like themselves. In this session, we’ll examine peoples’ communication preferences to improve understanding and communication with both internal and external customers. Using the DISC behavioral profile, we start by examining the four quadrants, and our own preferences. We will learn the differences of the four styles, how to quickly identify a person’s dominant style, and the basis of communicating with each one. Once identified, we can modify our styles to our customers’ to facilitate optimum communication.
Crafting Questions
The ability to craft, and ask, good, compelling questions is one of the great skills we can have in customer service and inside sales. Much of a customer service representative or inside sales person’s day is spent answering other people’s questions. What we may not give as much thought to is how, and why, we should ask questions. Well-crafted questions can cut through smoke and mirrors, help to clarify our customers’ thinking, and get us to the right solutions more directly than passively answering questions. Asking questions is more assertive and puts you in control.
Up-Selling & Cross-Selling (PAIN)
Most customer service providers accept the fact that part of their job requires them to interface with both prospective customers and existing clients in a sales role. It may make them feel uncomfortable, yet a major part of their job depends on their ability to help other people with their ideas and services. One of the greatest services we can do for our prospects and customers is in a selling role. Prospects and customers alike depend on us to bring new information, new ideas, problem solve and add value to our products by helping them make good buying decisions.
Understanding Customer Behavior (Transactional Analysis)
Who said that?Understanding our customers is central to helping them with their problems. Part of a deeper understanding is to understand the language and tonality they’re using and where it’s coming from. Often when someone speaks, they are ‘talking from the inside’. They sound like someone or something has triggered a recording of someone else speaking. To be a business person on the frontline we need a slight edge to better connect with people. The study of transactional analysis and how it adapts to the business world gives us that slight edge.
Dealing With Difficult People
No matter where SNAFUS happen within a company, customer service providers often are the frontlines for dealing with angry, upset or difficult people. It’s part of the job, but many frontline people find it to be a stressful part of their day, and can lead to burnout unless there is an established, step-by-step process in place. This session will look at difficult people. What makes them difficult? Why do we often feel uncomfortable with these situations? How can we use proven Sandler techniques to institute a step-by-step process to resolve conflict without escalating it, and fixing both the problem, the upset customer while maintaining our own confidence and self-esteem?

Feel free to contact me at 678-983-8701, or , for any questions you may have.


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