Proactive Customer Service
Workshop Objective:
At the end of this session, the participants will be able to:
- Know the difference between Proactive, Average and Passive Customer Service
- Exceed customer expectations by giving them answers before they even ask a question
- Reduce costs by reducing inbound phone and email traffic
- Deliver competitive advantage by out-servicing non-proactive rivals
- Up-sell and cross-sell on the phone
Workshop scheme:
- Proactive Customer Service vs Average and Passive Customer Service
- Tips for implementing Cross-selling
-Cross Selling Don't s
- Tips for implementing Up-selling
- Statistics
- Customer’s lifetime value
- The ripple effect