We’ve been recharging our outbound lead generation and customer service batteries with the Sandler Institute, a leading customer service, sales and management training company.
Getting “Sandler Certified” means each of our customer service and B2B lead generation specialists has undergone 50 hours of in-depth training in advanced cold calling, prospecting, account management, customer support, and phone skills. This includes cross-selling and upselling, leveraging additional sales opportunities, putting inbound callers at ease and effectively representing our clients’ brands.
One aspect of the Sandler training sessions is connecting our call center outsourcing services professionals to the fundamental principles of building excellent customer relationships. This includes famous quotes from business leaders, and we thought we’d share some of our favorites with you:
“Companies can boost profits by almost 100 percent by retaining just 5 percent more of their customers.”
Frederick F. Reicheld and W. Earl Sasser, Jr., Harvard Business Review
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
-- Donald Porter, British Airways
“The goal as a company is to have customer service that is not just the best, but legendary.”
-- Sam Walton, Walmart
“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.”
-- Jeff Bezos, Amazon.com
“There is no traffic jam along the extra mile.”
-- Roger Staubach, Dallas Cowboys quarterback
“If we don’t take care of our customers, someone else will.”
We could go on, but this is a good sampling. For all of our customer service call center outsourcing specialists and our outbound B2B lead generation and appointment setting professionals, these are words to live by.
Mark Fichera, CEO