Customer service teams are often a mess. They are often overlooked and understaffed so David Schotz, Sr. Direct at Centrica decided to do something about it. Rather than have a tier one customer service team, David had his sales reps be the tier one support and sales soared. The test wasn’t without bumps and bruises but the creative idea and the subsequent test paid off. In this episode, David talks about his journey and his thoughts on why companies should think about making money when customers call for help.
Links and Resources Mentioned in This Episode:
In This Episode You’ll Learn:
– How to think differently about sales
– How to find sales where you didn’t they are
– Why upsells are more imporant
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