As I’ve mentioned a few times recently, the last few months have been a blur of fun projects for really nice people.
Here’s the latest: For the Face of Your Business, a blog I developed for consulting company Caras Training. Caras specializes in training programs for customer-facing employees who interact with the customer primarily by phone such as call center reps, support techs, customer care and telesales. Company founder Ronna Caras started the firm in 1990 to develop and deliver training programs with measurable, sustainable results and a solid return on investment.
More than 30,000 people participate in Caras-developed training every year at some of the country’s largest corporations. That’s a lot of people, so this year, Ronna decided that it was time to extend her conversation with her customers, students and peers with a blog.
The principal writers on the blog will be Ronna and client services manager Gloria Mogavero. They plan to have guest authors from time to time, and I’ll be showing up now and again to comment on the impact of social media on customer service. Or dis-service as the case may be.
Ronna also will be a guest on some upcoming episodes of Business Forward, the SMB podcast I produce for client GuideMark. We taped her interviews last week, and she had some very smart things to say about how to teach your customer service employees to recognize and capitalize on selling opportunities that arise in the course of business. NOT hard sell. Mostly learning how to tell when the customer is really asking for more information, begging for help, etc. And then making the offer in a natural way.
While I hope you’ll subscribe to Business Forward so you won’t miss Ronna later this month, I would be remiss if I didn’t tell you that Ronna is always ready to share her thoughts with others. If the idea of maximizing sales through your customer service function appeals to you, I urge you to drop her a note at conversations@carastraining.com
For the Face of Your Business was designed by Karen Rani & Leslie Doherty of Swank Web Style.
Tags: Ronna Caras, Gloria Mogavero, Business Forward, For the Face of Your Business, Caras Training, training, call center, customer service