Training for Service Employees

Customer focus as the key to success

Suppose you are a customer of a company. And you have a question, maybe even a complaint, so you call or email the company. Then you usually end up at the inside sales department, the service department, the Customer Care Center or some other department with a fancy name. One of those super-important hubs of customer contact. So how would you like to be received? And how often does it happen that way?

That is often the starting point for the training programs we give to the employees who maintain customer contact on a daily basis. We ask you, the client, the same questions and then zoom in on various aspects of the customer contact profession. Common learning objectives we encounter are these:

• Moving from reactive to proactive, taking more ownership.

• Picking up the phone more often instead of emailing all the time.

• Making real contact on the phone.

• Dealing effectively with complaints and objections.

• Seizing commercial opportunities: upsell and cross sell.

Where do you see potential growth? We give employees and managers insight into their own qualities and possibilities and then actively work with them. Listening and watching, giving feedback, alternated with interesting and in-depth theory.

Would you like a good discussion about the possibilities of Vendere training for your company or organization? Schedule a no-obligation introductory meeting with one of our specialists.