You're selling—whether you realize it or not.
Do you have to deal with prospects or customers who are confused, frustrated, or upset?
Are you expected to defuse emotionally charged encounters?
Do you frequently have to interpret situations and solve problems… even when insufficient information is provided?
If you are a customer service or inside sales representative, the answer is “yes.” You have to do it every day. And, you’re expected to do it calmly and respectfully even when dealing with people who are anything but calm and respectful.
I was concerned about the cost of the training, but everything I've invested I've gotten many times overs. My staff and I learned strategic thinking skills and many new ways to be more effective. I'd encourage any company to put everyone from the top down through this training.
Sandra Brewer | Brewer Media
Learn how you can easily engage and incentivize your support team to add additional income and growth to your organization.
Recurring revenues come from long-term relationships with your customers. Relationships built from a good foundation with open communication, mutual respect, and good intentions will weather almost any storm.
How confident are you today in your support team’s ability? Will they recognize and grow prospective business opportunities from inside their department?
Sandler has specific strategies and techniques that will enable you to effectively and efficiently deal with difficult people and situations, address customer needs, and solve problems with best-fit solutions while keeping your emotions in check and without in any way “manipulating” the customer.
When I arrived in Chattanooga as Executive Director for The Public Library my goal was to manage the way I always wished I was managed. To make that happen I found we had to change our culture. We needed to develop a strong leadership team, to improve our customer experience, and create better relationships in our community. We chose Sandler Training to partner with us in this endeavor.
Sandler doesn't just teach customer service basics like greeting the customer properly but also building self-esteem and confidence. That has made a big impact on staff morale and engagement. Our staff knows that we invest in them because they are a valuable resource. They proactively approach library customers to see if they can help. We have seen such a difference in our team and continue to receive very positive feedback from our customers.
I have finally figured out how to describe our relationship with Sandler Training; they are part of my org chart! They customized curriculum specific to the types of problems, issues and opportunities that libraries face in the areas of Customer Service, Management/Leadership, and Communication Skills. Behavior changes over time with reinforcement, additional information and tools. Our leadership team partnering with Sandler Training has created a culture of continual growth and improvement and commitment to customer service excellence.
Corinne Hill | Executive Director | Chattanooga Public Library
When you become Sandler-certified, you have access to measurable results at every step of the training process. Your progress is documented from competent through proficient to sales mastery.
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Your customer service plan is only as strong as its weakest link.
Author and Sandler’s Customer Care Program Specialist, Anne MacKeigan, provides you with the 48 rules you need to make intelligent strategic investments in customer care. Customer Service The Sandler Way helps you create and sustain a working culture built on the belief that the customer not only matters—they are the only reason your organization exists.
