About
Make the insights gained from customer service conversations a source of value for your business and your customers. Service professionals have unmatched insight into customers. Information learned on a service call reveals details about the customer’s concerns, needs, and interests. The customer’s tone, inflection, and word choice give the service professional a deep level of detail not seen elsewhere. Therefore, customer service professionals are an untapped resource for organizations seeking to use these details to deliver unexpected value. Customer service professionals must become comfortable with proactively positioning solutions. However, selling is not a familiar routine to customer service professionals. Therefore, they must be trained to change their thinking around how they approach the service call. The customer service training program shows why making this mindset change means engaging in active listening that focuses on the cues and clues revealing where additional solutions are appropriate.