Customer Service Skills and Strategies

The video emphasizes the critical role of customer service teams in business success. It highlights the potential for employees like Kim to enhance their roles by being proactive, recognizing business opportunities, and improving customer interactions. The Sandler Training Program is introduced as a solution to empower customer service professionals with the skills needed to increase revenue, build stronger relationships, and foster customer loyalty.

Why is the customer service team crucial in today's marketplace?

• They handle all financial transactions.

• They are responsible for product development.

• They can significantly impact client retention rates.

• They manage the company's social media accounts.

What is the primary role of customer-facing staff?

• To oversee marketing campaigns.

• To manage the company's finances.

• To provide great service and be knowledgeable, polite, and helpful.

• To develop new products.

What potential might customer-facing staff have beyond their basic duties?

• They could be a hidden source of untapped potential.

• They could handle all company finances.

• They could replace the management team.

• They could develop new software.

In the case study, what did Kim do when a customer called?

• She ignored the call.

• She answered their questions, fixed their problems, and dealt with their issues.

• She transferred the call to another department.

• She asked the customer to call back later.

How could Kim increase her value to the company?

• By avoiding customer calls.

• By working fewer hours.

• By crafting and asking compelling questions.

• By focusing only on her assigned tasks.

What is the main goal of Sandler Training's Strategic Customer Care Program?

• To give participants the tools to become true business people on the front lines.

• To train staff in financial management.

• To teach customer service professionals how to develop new products.

• To help employees manage social media accounts.

What is the first step in Sandler Training's program?

• Developing marketing strategies.

• Managing company finances.

• Learning new software skills.

• Building confidence and competence.

What behaviors does the program aim to build in customer service professionals?

• Increased revenue, stronger relationships, and customer loyalty.

• Better financial management skills.

• Improved social media presence.

• Advanced technical skills.

What strategies and tools does the program provide to customer care staff?

• Strategies to become an indispensable asset.

• Financial management tools.

• Technical support tools.

• Marketing strategies.

What should you do if you want to learn more about Sandler's Strategic Customer Care Program?

• Call for a no-pressure conversation.

• Send an email to the marketing team.

• Visit the company's social media pages.

• Attend a financial management seminar.