Customer Service Trends: Revenue Generators
Companies that maintain a customer service staff have found that these people not only can help solve customer problems but they may also be in a position to convince customers to purchase more. Many companies are now requiring sales training for their customer service personnel. At a basic level customer service representatives may be trained to ask if customers are interested in hearing about other products or services. If a customer shows interest then the representative will transfer the customer to a sales associate.
At a more advanced level the representative will shift to a selling role and attempt to get the customer to commit to additional product purchases.