There are three major elements vital to create this - insightful leaders, committed coaches and trained customer-facing staff.
Developing Service-Sales Coaches who will design, embrace, model and encourage the kind of top quality sales and service behaviours that front-line staff can emulate.
Once the leaders are on board and improving their coaching skills, then it is time to up-skill all the customer-facing staff whether face-face or the telephone. This training teaches -
It is vital for senior managers to take a leadership role in the evolving sales-service culture. This is done through:
The Service offering should be aligned with the Sales offering – if your people are just doing ‘customer service’ and not looking for opportunities to add value to the customer’s buying experience through ‘selling’ then someone else will, and your business will lose valuable customers.
Help leaders and staff formulate the Service vision, Service charter and Service standards.
Train staff to listen for clues and cues, recommend the right products & services and build long-term relationships through cross-selling, up-selling and the focus on adding and creating value for their customers.
Coach leaders and managers to design, embrace, model and encourage the kind of top quality sales and service behaviours that front-line staff can emulate.
Up-skill all the customer-facing staff, whether face-face or the telephone, to ensure excellent quality customer service and customer experiences.
Bill’s coaching, training and consulting engagements have been with: