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Sandler Training launches Strategic Customer Care training program

Sandler Training, the leading provider of sales, management and leadership training, recently launched its Strategic Customer Care training program. By embedding the Sandler Selling System methodology into customer care solutions, Sandler Training enables its clients to extend their training and apply it when and where it is most valuable—at the front end.

Now, more than ever, businesses are facing greater competition in the services industry, being measured daily on how efficiently and effectively they treat their customers. Websites, blog posts, tweets and e-mails publicly announce how well or how badly businesses serve their clients. One bad review can result in a serious downturn in business.

Strategic Customer Care is a program of business tactics for frontline employees. The program is ideally suited to company employees who interact with customers and support their outside business development counterparts. They are likely to be account managers, service technicians, counter staff, inside sales people, inbound call center staff, customer service representatives, and anyone who interacts with customers.

The Strategic Customer Care program is unlike any training available in that it provides long-term, incremental reinforcement training and coaching to ensure a return on the training investment and to build lasting customer relationships.

The 12-module program helps participants develop proven skills, professional communication, positive attitudes, productive behaviors, and confidence. Some of the topics in the program include: Dealing With Difficult People, Effective Communication Skills, Developing Questioning Skills, Telephone & Email Skills, and Recognizing Business Opportunities.

Strategic Customer Care addresses challenges such as:

-The good client relationships that customer service people build do not result in increased sales because they fail to take it to the next level and/or they lack a systematic way to sell to customers.

-Frontline staff sometimes shows a lack of urgency in solving customer issues.

-Customer service staff passes problems on to management rather than dealing with it themselves.

-Burnout and turnover rate for frontline people is a concern.

-Staff provides “free consulting,” giving out too much free information.

-Staff lacks the questioning and qualifying skills to get to the heart of the customer’s needs.

Sandler’s Strategic Customer Care program ties Sandler strategies to the analysis and development of each opportunity, ensuring that customer service people uncover required information and obtain the necessary commitments to keep the process moving forward.

The program also provides strategic benchmarks by which customer service people and their managers can gauge the progress of the opportunity, and complements Sandler’s system of continual reinforcement within a proven system and methodology. Learn more at www.rdavis.sandler.com.

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Sandler Training is an international franchise and world leader in innovative sales and sales management training. For more than 40 years, Sandler has taught its distinctive, non-traditional selling system and highly effective sales training methodology. Entrepreneur Magazine ranked Sandler as the No. 1 training company nine times since 1994—the most recent being for 2010. Sandler has a network of over 220 training centers in North America, South America, Europe, Asia and Australia and provides worldwide training in 12 languages. Visit us at www.rdavis.sandler.com.