Provisioning For Effective Customer Contact.
Who can be trusted to hold conversations with customers? The default should always be a highly-skilled; highly-trained person who loves coming to work.
Kevin Panozza, previously founder and CEO of SalesForce – having won 3 consecutive Hewitt Awards – for Best place to work in Australia and New Zealand – spanning a record six consecutive years, is now an international keynote speaker and consultant on Employee and Customer Engagement.
Kevin has invited a small team of former SalesForce specialists to join him @ENGAGE for the express purpose of creating and facilitating vibrant new ideas and training programs.
The “Eight Enemies of Engagement” workshops, training programs and motivational keynotes, offer rare and valuable insights, and practical, commonsense solutions for companies seeking to transform Employee and Customer engagement.
The 5 Realisations of Great Customer-Facing People
Why do people who are consistently – Best in Sales, Best in Customer Service – make it look so easy?
Searching the internet for source material on customer buying behaviours and sales methodology will reveal almost half a billion results.
There is almost no subject with more experts, consultants and gurus than selling. Sales and Customer Service share similar core methodology and always – the same outcome – a satisfied customer.
Kevin has spent more than 40 years directly involved in making sales or recruiting, training and managing tens of thousands of sales people. Often referred to as the father of direct sales in Australia – Kevin has extraordinary insight into what makes great sales people – GREAT!
Commercial success in the new market place requires everyone, from the CEO to the receptionist, to view themselves as great sales people. In this new market place, prospects and customers are incredibly mobile and well informed. Today, almost any employee of a commercial enterprise may suddenly find themselves interacting with a prospective or existing customer – fulfilling a sales or customer engagement role.
Five simple ideas embody the realisations of great sales people.
- I am the Brand!
- I am the Customer!
- I must be Aware!
- I am the Difference!
- Relationships aren’t everything but…
In the same way that the 8 Champions of Engagement will transform a workplace into a high performance environment, the 5 realisations can transform the way a sales group interacts with customers and prospects. As Kevin says, “Every commercial enterprise should measure success only in direct proportion to its capabilities for acquiring and retaining customers”.
ENGAGE Lab
The ENGAGE Lab will allow companies to establish a best practice customer contact innovation centre that will allow our clients to:
- Open up and test new channels to market,
- Test new product initiatives,
- Benchmark sales and customer care against internal or outsource partner performance.
The 8 Steps of a Great Customer Engagement
In the early months of 2011, Kevin Panozza and David Cervelli conceived and wrote “How to Boil an Egg – A simple guide to Sales Success!”
Traditional Sales and Customer Service training can be too complex and unweildy for employees dealing with “New Market place customers”. High-volume contact centre and retail environments call for a precise, common sense approach.
“How to boil an Egg” is both simple and powerful. Every sales and customer service interaction can be analysed and interpreted through hierachical and interlinked steps which are defined as follows:
In every sales or customer service encounter there can only be a single goal – a satisfied customer. Customers will inadvertently try to push your customer engagement people off this line.
These 8 steps provide a format which stimulates confidence, efficiency and a professional style. Our team will demonstrate how this program will always increase sales and improve employee engagement.
