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?