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Live Webinar

60-minute live streaming program
  • October 21
  • 1:00 - 2:00 pm EST

Also available as:

OnDemand Course

How to Cross Train Sales and Customer Service to Increase Revenue and Customer Satisfaction

October 21

Gain an understanding of how to pair features and benefits to your customers' needs and wants

Companies have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only about 10%. Studies have also shown that people are more likely to pay more if they receive great customer service. People that have a negative customer service experience are only 40% likely to be repeat customers. Clearly, good customer support leads to stronger loyalty among clients, while bad customer support can cause people not to purchase, cease patronizing a business or drive them to a competitor. Satisfied customers are valuable sources of referrals. Aligning sales and customer service teams will improve overall customer experiences and help increase cross-selling and upselling opportunities.

Many businesses separate their sales and customer service functions. This has been the traditional thinking behind sales teams that focus on bringing in new customers while the customer service teams focus on retaining them. Instead of treating customer support as the end of the customer journey, it should be treated as an opportunity to restart and recharge the customer cycle. Strategies that emphasizes the importance of sales and customer service integration can make significant improvements in business success. Forward-thinking organizations align their sales and customer service teams to improve the consumer experience. For this to be successful, both teams need to agree that the end goal is the same - a positive customer experience. When sales and customer service are viewed as a collaborative partnership, exponential growth can be achieved. This topic will help you gain a fresh perspective on aligning these important functions. It will also teach you how to develop a process for working with customers across teams.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Creating Happy Customers
  • Respond Quickly
  • Listen!
  • Change Your Attitude
  • Lead With Enthusiasm
  • Be Proactive
  • Go the Extra Mile
Drive Customer Retention by Providing Excellent Customer Service
  • Be Worthy of Loyalty
  • Provide a Memorable Experience
  • Go Above and Beyond – Surprise Your Customers
  • Keep Them Coming Back for More and Spreading the Word
Aligning Your Teams
  • The Challenges of Alignment
  • The Missing Piece
  • Promote Cross-Team Training
  • Provide Professional Development and Education
  • Support Your Sales Team
Create a Process for Working With Customers Across Teams
  • Clarify Your Mission
  • Create a Culture That Promotes Harmony
  • Put the Customer First
  • Set Goals and Establish Context
  • Enhance Communications
  • Solicit Feedback From Customers
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on April 6, 2016.

Call 1-866-352-9540 for further credit information.

Live Webinar Registration

No credit available.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing managers and representatives, receptionists, technical and support managers, representatives, and operations managers.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Larry Hammond, Sr.

Larry Hammond, Sr.

V1H Consulting

  • Principal with V1H Consulting
  • Through his workshops, strategy sessions and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
  • By producing an organizational culture that creates a contagious leadership environment, he helps them to achieve maximum performance, increase employee retention, and heightened employee engagement
  • More than 20 years of senior leadership, coaching, training and development experience
  • Mentor in business, marketing, sales, human resources, entrepreneurship and leadership in public agencies and community organizations
  • Facilitated management and employee feedback sessions
  • Coaches leaders and managers in public and private industry around team building and culture development
  • Developed, delivered and evaluated a variety of training seminars, including, customer service, change management, strategic planning leadership development and public speaking
  • Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires and connects leaders who strengthen a diverse community
  • Designed, developed and delivered management and leadership programs for managers in the public, private and nonprofit sectors that helped clients improve employee and organizational performance
  • Certified in Managing Organizational Change (MOC)
  • 34 strong certified strengths coach
  • M.A. degree in public administration, The Tseng College; Graduate, international, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA; also completed graduate courses in public administration from Catholic University, Washington, D.C. and in information technology, University of the District of Columbia
  • Can be contacted at 626-379-4108 or [email protected]
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 407995
Published 2016, 2020
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