As the regional sales manager, you are part of the Customer Service Task Force for IHE. During a monthly meeting, you became aware of a reoccurring challenge the customer service team is experiencing. When current or potential customers contact customer service to inquire about the new spice blend,’ the customer service team cannot answer basic questions or offer a level of service that your sales force often promotes in their communications with buyers. This occurs via telephone and email inquiries as well as when potential clients use your website and social media pages as a point of engagement.
In particular, the customer service team is unable to utilize the training that they have had on handling inquires such as these since the product offering is new and more complex than your day-to-day product offerings.
You need to prepare a training manual that focuses on the new product offering. The training manual will need to include:
Introduction to build the value of the customer service team supporting the company’s sales efforts
Key customer service skills and areas of expertise needed to be effective
Establish a process to guide a customer service team to share basic sales information with customers/potential customers
A recommendation to utilize customer service technology to enhance the experience for potential customers. (You can assume that the customer service teams have access to technologies such as a CRM package, social media accounts, website FAQ’s, etc.)
