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Every day, frontline and call center agents typically interact with more customers than anyone else. It only makes sense for you to emphasize these key positions when you want to elevate your brand and generate quality referrals that lead to product and service sales. Staff in these positions often struggle with smoothly transitioning from handling a transaction to a needs-based discussion that can lead to a referral or a cross-sell. This two-part webinar series is designed to remedy that!
Build rapport, engage your customer, and take care of business! Spot opportunities for expansion without overstepping your role!
Any employee that comes in contact with clients has a critical responsibility. The problem is that this responsibility doesn’t always translate into an ability. This webinar-series makes your frontline staff acutely aware why gaining the knowledge, skills, and attitude is essential to their success. Training these traits is only the first step. The attitude and skills should be maintained by creating accountability and providing coaching. This perfect combo ensures your frontline staff goes from good to great! Teach your frontline what it means to process accurate transactions while delivering a customer experience that is friendly, engaging, and need-fulfilling!
Every encounter presents opportunities to wow your customer and polish your brand. Customer engagement opens the door to uncover a need not being met. Alert, attentive, customer-focused staff can spot those opportunities and act on them by introducing a new product, upselling a service, or making a referral to a specialist. If the employee doesn’t know how to converse with the customer or feels unprepared for questions about product and service benefits, the conversation most likely will not happen. Often employees believe that customers don’t have the time to interact. Employees buy-in to the false belief that if their customer needed something they would ask. Research shows us the contrary: customers are almost always interested in learning more about what a brand they know and trust can do for them. The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves training and the knowledge of the products your organization offers. Curiosity about the customer leads to engagement that can provide discovery of a life event, need, or problem. An attentive call center agent or a customer-facing specialist can offer a solution or a referral that results in a satisfying match.