Delta Does The Right Thing: Customer Service Training
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by: MattCBA
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Customer service is a critical success factor for any business in today’s consumer-oriented marketplace. If your company is not spending time and resources on ensuring that your team has the right skills through effective sales training, then you are missing new possible clients and customers!
Delta Airlines gets it. They have recently chosen to send a large portion of their employees to sales training, in order to boost the company’s service, reputation and profits. According to a recent article by Richard Weaver, “Delta is sending 11,000 of their agents to customer service training workshops,” because they placed last in customer service ratings compared to their competitors.
As a result, Delta management is taking great measures to ensure that their front lines are all trained with the same successful communication and customer service techniques. “Included are gate agents, ticket counter agents, and baggage check-in agents. The announcement this week follows a Department of Transportation report that Delta had the highest rate of complaints per passenger miles of the country’s largest airlines,” Weaver says.
Delta has gone to great lengths to resolve their customer service concerns. In fact, the article claims, “This is the first mandated training devoted to the single issue of customer service in more than a decade for Delta – and potentially the first for those employees that transitioned from Northwest following the merger of the two carriers.” For a company that has not made customer service and sales training a part of their business model, Delta’s choice to invest in this training will revolutionize it’s customer experience for the better.
How about you? What are you doing to jump start your sales in the area of customer service? The first step is to think about sales in the right way – with a servant’s heart. Sales training is not about pushing a sale on your prospects. It’s about learning to most effectively serve those who call your office, inquire by email or walk in your doors. Once you’ve impressed these prospects enough to make them into clients, then your customer service should be continually earning their loyalty, so that you are obtaining qualified client referrals from them. If your sales techniques are right, your clients will be sending their friends and family – based on the positive customer-oriented interactions and experiences that they have had with your team.
At our training workshops, we have worked with businesses of all kinds to boost profits by bettering the customer service and sales techniques of the entire team. Through easy-to-understand communication techniques, we are able to increase sales anywhere from 20%-100%! By practicing skills of positive attitude, upbeat tonality, building rapport, maintaining the appropriate zone of information detail, role play, voice inflection and much more, we have consistently brought success to companies who are facing a similarly needy customer service situation to Delta Airlines. Whether your staff has had little training or no training, we can help you – at a price you can’t resist. Call us today to learn more or get started!
http://www.TheLinklater.com
About the Author
About Matthew Linklater: Author, Speaker and Success Coach, Matthew Linklater, offers powerful business consulting and high-impact personal coaching. He has trained business leaders to increase in the critical areas of sales coaching, building instant rapport with others, 3D Communication for negotiation and conflict resolution, motivation of team members, goal achievement, product scripting and leadership. His personal coaching methods incorporate powerful NLP techniques, Time Line Therapy®, the Live Your Vision experience and the Ericksonian Hypnosis method. Matthew Linklater is the author of Quick Witted: Saying the Right Thing to Win Big, and can be found speaking, training or writing the final pages of his upcoming book, Basic Training: Sales Boot Camp. To learn more about Matthew Linklater, please visit www.thelinklater.com.
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