Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Cross-Selling

Identifying Gaps in Customer Service

The following post is a guest blog written by Errol Greene, Solutions Development Manager for Clear Harbor, LLC. Missed the first or second post in this series? Click these links to catch up: First Post – Innovative Strategies Companies Are using to Turn Customer Support Into a Powerful Profit Center…While Increasing Customer Satisfaction; Second Post – The Power of Empathy in Customer Service

In the last post, we discussed the importance of establishing an empathetic connection with your customers. Building a line of open dialogue and showing genuine interest and care in a customer interaction is key to establishing trust.

Today we will examine another innovative strategy that companies are using, to turn customer support into a powerful profit center, all while increasing customer satisfaction.

Identifying Gaps in Customer Services/Needs

Once empathy and trust have been established and a good rapport has been built, it’s time to look for gaps in products and services that will sincerely benefit the customer.

I can’t overemphasize how much sincerity matters here —people quickly realize when an agent is genuinely trying to help them or simply trying to push product and hit quota. All suggestions should be tied to benefits for that specific customer, based on previous product usage, cost-savings, improvements, new products and services, discounts they may be eligible for, etc.

These are all benefits that the majority of people are willing to listen to, and make common sense to pursue.

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The Power of Empathy in Customer Service

 

The following post is a guest blog written by Errol Greene, Solutions Development Manager for Clear Harbor, LLC. Missed the first post in this series? Click here to read it now.

In the last post, we discussed the importance of offering a customer service review. Presenting your customers with the opportunity to provide a review will allow customer advocates the chance to praise and highlight the good qualities of your customer experience. On the flip side of that, any criticism or feedback found in a review can be used to improve future interactions.

Today we will examine another innovative strategy that companies are using, to turn customer support into a powerful profit center, all while increasing customer satisfaction.

Establish an Empathetic Connection First

You’ve heard it before, but it remains true; no one cares what you know until they know that you care. Critical to establishing trust and building a line of open dialogue, is establishing empathy and trust early in the call. By demonstrating empathy, anger is diffused, and the call can transition from antagonism and complaints, to negotiation and resolution. Until this is done, and the caller feels that he or she is being heard and understood, there’s zero potential for upselling and cross-selling. “The agent has to earn the right to sell to the customer, and that comes first as a result of caring,” says Bob Davis, President and Founder of Bob Davis Associates, a training, coaching and inside sales consultation company based in Alpharetta, Ga.

 

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Innovative Strategies Companies Are Using to Turn Customer Support Into a Powerful Profit Center…While Increasing Customer Satisfaction

The following post is a guest blog written by Errol Greene, Solutions Development Manager for Clear Harbor, LLC

It’s a given that customer service is currently experiencing a renaissance in many regards—ground-breaking companies are starting to realize that the CSR’s role has become far more than simple issue resolution. They are now recognized as a direct face of the company—critical brand ambassadors, vital to customer experience.

Innovative companies are realizing the benefits of having an existing customer reach back to them, and the resulting opportunity it provides to present an outstanding customer experience, as well as a chance to entrench the customer more deeply to the company.

As an upshot, service-based suggestive up-selling and cross-selling have become integral to many companies revenue plans, increasing them by as much as 10% annually. Some companies have become so effective at this that their customer support departments are no longer cost centers, but profit centers instead. So how do they do it—without angering the customer or being pushy, and causing customer satisfaction to suffer?

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