Customer Service Training for Sales Managers

Today’s fast-paced business environment has conditioned customers to become more demanding in the level of service they require from their suppliers and sales representatives. No longer content with average or “good enough” levels of service, customers must be handled in a manner that ensures customer satisfaction and reinforces long-term relationships. Sales managers now face the dual tasks of not only making their numbers but also providing customer service to protect their market share. “Slash and burn” sales tactics are no longer effective in an environment that enables customers to change suppliers at the click of a mouse. Making and keeping realistic commitments, following-through on service level agreements and personalizing every interaction with a customer are all critical to ensuring superior customer satisfaction. Our Customer Service Training for Sales Managers takes into account the dual nature of a sales manager’s role and teaches time-tested techniques that have helped companies worldwide retain and strengthen customer relationships.

Customer Service Training for Sales Managers revolves around effective customer service concepts while enabling sales managers to build a service-oriented sales culture. Keeping “the bottom line” in focus at all times, sales managers can provide the extra attention to each customer situation to increase customer satisfaction and make the account management process more effective. Customer Service Training for Sales Managers is a day long-seminar that utilizes lectures, round-table discussions, question and answer sessions and sales-focused role plays to enable participants to put newly learned skills to use. A series of four (4) audio taped and four (4) videotaped exercises enables participants to observe their ability to handle customer service issues and understand how modifications in their behavior will allow them to foster customer satisfaction. Lessons on customer needs and the drivers that affect individual behavior enable participants to build chemistry and strengthen the customer relationship. Concepts unique to sales organizations and the selling process enable sales managers to mentor their account managers on the actions required to reinforce customer satisfaction during all customer interactions. By the end of the seminar, participants will have learned and practiced key customer service skills and will have the ability to foster a service-oriented culture within their sales organization.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Strengthen customer relationships within their sales territory
Recognize the factors that affect customer behavior
Use customer service skills to build revenue opportunities at customer sites
Deal with all sales-centered interactions in a customer service-oriented manner
Build rapport with customers and prospects
Acknowledge customer concerns
Handle the most demanding customers and prospects
Manage unreasonable expectations and service level agreement requests
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Gain cooperation from unhappy customers
Educate account managers and sales support staff customer service
Promote a service-oriented culture within the sales organization

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.