See how Compaq's customer service performance skills resulted in a 10 percent improvement in the company's customer satisfaction scores. Steve Walsh, client executive with Acclivus who works with Compaq on its customer service skills and strategies, and John Kelley, worldwide vice president of services for Compaq, discuss Compaq's customer service implementation. Good listening, probing and problem solving abilities are among the skills Compaq worked on to build stronger relationships with existing customers and prospective clients alike. Charlie Gottenkieny, senior performance consultant for Acclivus, discusses how to measure the return on investment from sales training. Assessment involves gathering extensive information from sales management about where their sales force is now and where they want to be as well as examining the business objectives of the company.
Implementation involves following proscribed training including methods of reinforcement training.
Measurement uses bottom-line data and performance comparisons to quantify the impact of the training the business objectives. This is a detailed look at managing customer relationships who manages, what is managed and how successfully. The article contains commentary from a number of business thought leaders, including Randall K. Murphy, founder and chairman of Acclivus Corporation, who says success depends upon creating true organizational and operational alignment for sales, support and service professionals who interact with customers. By applying shared approaches in the field, sales, support and service team members are able to work more collaboratively with customers for better results and more profitable revenue. Sharpen Your Skills.