The Progress Coaching Blog

    Coach Your Customer Service Team to be Your 2nd Sales Team!

    January 27, 2014 Posted by : Tim Hagen
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    Customer service teams require coaching! Think about it customers rarely call back customer service people just to tell them they did a great job. Typically customer service professionals face angry customers, customers whose products have not been delivered on time, customers who have multiple questions that require in-depth product college, et cetera. Customer service people are in a very reactive business where they are not making outbound calls and typically not knowing what they're going to deal with. Customer service professionals have to have in-depth product and service knowledge as well as in-depth skill sets to handle a multitude of client interactions.


    Research has shown 68% to 72% of customers do not leave an organization due to price rather it's a feeling of indifference or poor customer service. The day has come we must look at customer service teams as our second sales teams. If anything customer service teams have a greater impact after the sale on future sales than sales people do. I remember years ago in major client of ours we had a gal who went through extensive product training and had received a call that was of a very basic nature and through some coaching she began to become more confident asking open-ended questions. She uncovered that this customer was not aware of one of the company’s major products. As the interaction progressed she realized this customer was lacking core knowledge of what this product could do for them and 40 minutes later she had literally placed an order for over $600,000 worth of products. The funny part about the story is the sales representative had been in this customers location six times in the last six months and here was a customer service professional who developed a great relationship all be it over the phone and three questions later the customer service rep had brought home one of the biggest deals ever. The funny thing was the sales rep has an in person relationship with this customer; whereas, the customer service reps relationship was 100% over the telephone.


    We should never underestimate the power of customer service on the bottom line!


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    About Author

    Tim Hagen
    Tim Hagen

    Tim Hagen founded Progress Coaching, a Training Reinforcement Partner Company, in 1997. His entrepreneurial career began in college leading to positions in sales, sales management, and sales training for small and large corporations, and eventually ownership of several training companies. Tim is often a keynote speaker at companies teaching the value of coaching and conversations in the workplace. He possesses a unique combination of hands-on experience, academics, and innovative insight to solve the industry’s most common challenges specific to workplace performance. Tim holds a bachelor’s degree in Adult Education and Training from the University of Wisconsin, Milwaukee.

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