The team have gained all the generic knowledge in dealing with unhappy customers over the 'phone and in writing, they are skilled in this. However we need to 'up' their performance in dealing with thier customers - it is an expensive, exclusive niche product. Any free advice would appreciated - please send before mid July. Many thanks.
Dyfrig jenkins
4 Responses
Maybe try something else …
Hi Dyfrig,
You mention that the team have had “generic knowledge in dealing with unhappy customers over the phone and in writing’ however that they need to ‘’up’ their performance in dealing with their customers” therefore would the team benefit from either sales and or customer loyalty training? Unless they are receiving a high number of complaints or unhappy customers I would recommend moving on to something else.
Rather than taking the team back into the training room for extensive training on sales/customer loyalty maybe some 1 hour/2 hour workshops would work better followed by side by side coaching for those that are telephoned based.
Some workshops you may wish to consider would include:-
Questioning skills
Presenting features and benefits
Closing the sale
Handling customers objections in a professional manner
Feel free to drop me an email at neil@train2develop.com if I can be of any further assistance.
Wishing you every success.
Neil
Weak TNA
Dyfrig,
“We need to ‘up’ their performance in dealing with thier customers”
Unless you can come up with a more specific and targetted TNA that identifies some weaknesses then I fear any intervention will be based on a weak diagnosis.
Advice
Hi Dyfrig,
You mention that it is an exclusive market. perhaps some customer awareness training to anable the staff to deal with each customer in a different way????
customer expectations
Hi Dyfrig
Notwithstanding all the previous comments which i agree with is there an issue of customer expectations?
You mention that the product is exclusive and expensive….sometimes this is reflected in a different expectation from the customer….”I paid £XXXX for this, I expect it to work”.
My experience of this arena (limited to the automotive area) is that the seller found that their level of complaints fell dramatically when they instigated targeted customer education BEFORE the sale
You will need to do some detailed analysis and decision making before you can embark on this.
Rus