Business Goals
- Increase data unit sales to 50% of revenue
- Build strong, long-term customer relationships
- Drive business within existing customer base
- Inconsistent approach to the customer across regions
- Disconnect between the Sales and Service organizational designs in terms of role and process
- Need to enable consultants to own the customer relationships, manage expectations, handle demands, make recommendations, differentiate the value of the service delivered, and take a consistent approach for customer service
- Predisposition and alignment of service consultants
- Service training for representatives; Coaching for managers
- Reinforcement via an intensive field application program and weekly coaching
- Measurement using online surveys and comparison of performance
- Basis for Comparison: Each participant was classified as a “high” or “higher applier” based on frequency of use and level of confidence for 8 key service skills measured using an online
- Time Frame: Monthly/quarterly CSAT and Individual Resolved metrics from October - June; 3,570 surveys total
- Population: 122 phone and email consultants; dedicated to specific accounts as well as to open queue
- Statistical Significance: For the difference between “high” and “higher” appliers of CSA and Resolved metrics, p < .35 (CSAT) and p < .05 (Resolved)
“I have gained the confidence to be able to talk to any client in any given situation, whether the issue is an escalated scenario or a pleasant one.” Service Consultant
"Our customers are telling us that the program is working! Our future is bright because both our path and our progress are clear.” Service Leadership Team
Learn more about LSA Global's Training, Coaching, Consulting and Change Management expertise in the areas of Sales Strategy & Account Planning, Inside Sales, Sales Communication and Presentation, Executive Selling, Sales Negotiation, and Customer Loyalty.
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