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Redefining Customer Service: The Upselling Advantage – Service is Sales.
Manage episode 381967355 series 2991143
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Are your customer service people salespeople? Brand Ambassadors? Efficient Administrators?
This episode takes a deep dive into the fascinating world of customer service at 'Bob's Insurance', a company whose customer-centric approach has revolutionised the way their agents handle sales. We dissect a fictional customer service call, demonstrating how to balance customer satisfaction while also promoting the company's additional add-on offers.
That's not all! We also explore how a shift in recruiting strategies and team structures can steer your contact centre towards a more sales-focused approach, and how this can significantly benefit a company's bottom line. Putting the spotlight on the often overlooked aspect of incentivising customer service personnel, we discuss how such a strategy, with training, can motivate them to make additional sales, leading to increased revenue.
So, let's change the way we view customer service calls, and start seeing them as golden opportunities for upselling and reselling the brand's value to the customer. This episode promises to be an eye-opener, blurring the lines between customer service and sales!
Find more useful and essential contact centre development from realitytraining.com
Chapters
1. Customer Service and Sales in Contact Center (00:00:00)
2. Selling's Importance in Customer Service (00:04:37)
44 episodes
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