Building a High Performing

Customer Service Team

Sales ProgressTim HagenPresident

High Performance

• Customer service has the power to make or break a business deal.

• It touches every part of an organization, which makes it important to enhance the following seven attributes that lead to high performing customer service sales teams.

68% of people would leave a vendor due to a feeling of indifference.

AttitudeHigh PerformanceEvery interaction with a customer is an opportunity for customer service personal to differentiate themselves as well as the company.

An attitude is indicative of how customers will be treated.

Organizations should:- Set milestones - Show employees what an ideal interaction looks like- Reward & acknowledge- Provide employees with constructive feedback

High Performance Say Thank You Creatively

• Finding out a unique way to say “Thank you” lets customers know that you are sincere and that you care about them.

• Have each customer service team member send one “thank you” daily.

• Find out specifics about your customer– Ex. Birthdays, anniversaries, hobbies

High Performance Product Knowledge

• It is crucial that we have proper product knowledge when providing customer support or customer service.

To ensure that your employees are at the top of their game, make sure that they can teach you about the products features and benefits and can teach you how to use it.

WOW the clientHigh Performance

WOWing=taking it to the next level and developing

a relationship with your customer

EXAMPLE

A customer of ours sold construction equipment to a manufacturing company (not the end user). So, the staff decided to start targeting the people using the construction equipment, the end user. On a weekly basis, we chose a construction jobsite where donuts and drinks were delivered on behalf of the organization and its dealership that provided the equipment to the construction company. This was done as a sign of good faith and to ultimately WOW the client.

High Performance Learn Daily

• Learning does not just happen in one training seminar, it has to be facilitated constantly.

• Provide employees with articles and have them write down one or two things that they learned.

• It is vital that employees, leaders, supervisors and managers have the ability to coach, inspire and challenge employees to greater performance levels.– Coaching does not mean telling employees what to do;

rather it is about asking questions and finding tools that will help an employee improve their skills.

High Performance Receive Coaching

• Everybody in a business can be thought of as a salesperson because everybody has the ability to make or break a sale.

• Treat customer service team members just like you would sales reps and teach them how to be information gatherers and train them in the areas of cross-selling and up-selling.

High Performance Information Gathering

High Performance

• Tim Hagen, President of Sales Progress, has been teaching his progress coaching program for over 10 years. His adult education background has allowed him to speak to the needs of adult learners.

• For more information on Tim Hagen or his Progress Coaching System pleasevisit: www.salesprogress.com