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Should you Combine Sales and Service?

As organizations look for ways to improve customer experience one question that keeps coming up is should sales and service be separate functions or a combined effort?

There’s no question that customer’s expectations are higher than ever in our world of constant communication due to the rapid growth of social media.  Customers demand not only friendly customer service interactions, but they’re also looking for those interactions to be quick and provide an added value of doing business with the company.  Combining your sales and service teams will deliver that experience to your customers in many different ways and can also make your organization more profitable.

Over the next several posts I will discuss 6 benefits to combining your sales and service teams.  Today our first benefit is an improved customer experience.

Combining sales and service will speed up the interaction with your customer and eliminate the need to transfer their call or chat to another department.  The customer can interact with one group to solve account problems as well as purchase new products or services.  In addition, offering a great customer experience means offering solutions to the customer’s problems.  Many times these solutions come in the form of mentioning complimentary products or services.  Basically, it comes down to the “do you want fries with that?” approach.  In many cases a new customer may not fully understand the options available and how those options will enhance their overall experience.

I recently booked a vacation to Disney World through an internet travel company.  After booking I contacted Disney World to inquire about their Magical Express transportation from the airport.  Once the agent provided me with the information I requested, she asked if I’d like to make any restaurant reservations during my stay and informed me that their restaurants accept reservations up to 6 months in advance and tend to book up quickly.  Had I not contacted them I would have become very frustrated during my vacation about the lack of restaurant availability, but the “customer service” agent prevented this by offering a solution.  Ultimately this solution was in the form of selling me on the restaurants at Disney World, which added value to my overall experience and increased the amount of revenue Disney World gained from my visit.

When offering a sales solution during a customer service interaction it’s important that the solution compliment the overall experience.  Simply randomly mentioning other products or service can become off-putting to the customer.  Done correctly, combining sales and service will create raving fans of your company and improve the bottom line.

6 Steps to Implementing a Quality Program

At the heart of a great customer experience is a great quality program.  While implementing a quality program sounds simple, it can be difficult to gain the buy in of the team and keep everyone focused on delivering service to the customer.  Focus on these 6 steps and your quality program will be a success.

6-steps-to-implementing-a-contact-center-quality-program

Welcome

Welcome to Contact Center Pro,

We will post content related to effective contact center strategies designed to enhance customer experience and drive revenue.  Generally, we will focus on 4 key areas; people, processes, technology and voice of the customer.  These are the areas that if optimized will deliver the greatest impact to customer experience and your contact center.  Please feel free to comment on post, make suggestions, or submit articles and topics.

Thanks again for stopping by.

Greg Bush

gbush73@gmail.com

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