10 Ways to Cross-Train Your Employees for Stellar Customer Support.

Cross training. It’s a term that’s become popular in the health and fitness world, but it originated in the business world. There is some similarity though—cross training can make your business healthier and more fit.

Cross-training involves teaching an employee who was hired to perform one job function the skills required to perform other job functions, according to Inc. magazine’s encyclopedia of business terms.

While you can cross-train your employees across many lines, customer support is perhaps the most vital focus if you want to create an Amazon-like culture of winning with customers.

Think about the big picture. Good customer service is a quasi marketing tool that can drive extreme loyalty. Customers are actively engaging in word-of-mouth marketing over social media channels in the same way news is propagating in near real-time via Twitter. And listening, truly listening, to what your customers are saying can help you retain even the most disgruntled customers—and attract brand new ones.

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Six Factors That Make a Top-Line-Driven Sales Team

Approach each customer with the idea of helping him or her to solve a problem or achieve a goal—not of selling a product or a service. So teaches motivational speaker and sales expert Brian Tracy.

That’s the baseline mantra of any good sales team. But that’s just the baseline. There are many factors that go into building a strategic sales team that drives your top line and ultimately enhances your bottom line. Here are six other considerations:

1. Hire the right people.

Without the “right” people on the team, the team will never see the “right” results. Although you want skilled salesmen in your pack, skills can be taught—motivation cannot. Don’t be afraid to create a team with a blend of seasoned high achievers and less-experienced candidates who are motivated and eager to learn.

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