Pressure to generate revenue is mounting, and the company is looking to your team to help bridge the gap. Customer care has more contact with more customers than every other part of the organization. Therefore, the logic follows that your people should be able to identify new opportunities and contribute meaningful revenue to the organization. There is just one little problem; your people HATE the thought of selling. 

Many customer care people view sales as a nasty four-letter word.

So how will you leverage these customer touches to make a revenue contribution, without alienating your entire team – and your customers? The truth is that satisfying customers and identifying new opportunities are as compatible as peanut butter and jelly. Think about it, calls to your team are often the result of a problem the customers KNOW they have. Sure, we should solve those problems quickly and efficiently. 

But what about the problems customers don’t yet realize they have?

Should we just ignore these? What if you went to the doctor’s office to treat a minor cold but the doctor found that you had another health issue. Wouldn’t you want that handled as well? Why should your customers be any different?

Unfortunately, most care representatives have never been provided with a clearly defined methodology for engaging customers in this manner.

Few customer care representatives know what questions to ask and how to engage the customer to identify additional opportunities to help them. Enter AXIOM Sales Force Development. For more than twenty years, AXIOM has helped transform customer conversations, resulting in higher customer satisfaction AND increased revenue. Our customized programs for the care organization will help your people develop the conversation skills needed to deliver exceptional customer service, and new revenue. And AXIOM even GUARANTEES that your people will agree that this approach provides their customers with the best possible service- motivating them to learn and adopt new skills. So look around, check us out, and when you’re ready to equip your team to deliver improved satisfaction and new revenue, just let us know – we’re here to help.