News: Customer Service/Care
'Sales through service requires specific training'
29 August 2008
In order to successfully implement a sales through service operation, firms must carry out customer service training for call centre agents, according to one expert.
Jennifer Kirkby, consulting editor of MyCustomer.com, says there is "a lot of hard work" in getting the technique right.
She states that the best time for making an offer is when call centre agents are in "service mode" and the customer is happy and their needs are being met.
If managers conducted customer service training to push staff to engage in personable conversations, the company could sell more, Ms Kirkby comments.
"Staff need specific sales through service training and compensation," she adds.
Call centre agents require skills in spotting customer needs, solving problems, working with others, involving the customer and managing the sales through service process, Ms Kirkby explains.
Effective customer service can win loyalty from clients, one expert said last week.
Joe Brown, of RightNow Technologies, told MyCustomer.com that even during difficult economic times, good customer service will build enduring relationships.
