When agricultural and fitness equipment retailer, Flaman Group, realized that it had a leaky sales funnel it discovered that many leads were lost due to poor customer service. In this Frank Reactions interview, VP Sales & Customer Experience, Steve Whittington, discusses what he did to change the culture and processes. In this episode Steve and Tema discuss:
• how he made the case to get his company investing heavily in customer experience improvement and training, and what a difference that made.
• the exact steps he took to get buy in across the organization and to help people up their customer service game.
Lots of great advice in here that everyone can use, regardless of the size of their organization.
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