How do You Build a Customer Service Team that Sells?

Building a customer service team that sells requires cultivating a mindset focused on customer satisfaction while embedding sales skills into their daily interactions. Start by selecting team members who are naturally empathetic, attentive, and solution-oriented, as these qualities are crucial for building customer trust. Training should cover core customer service skills as well as sales fundamentals like identifying needs, positioning solutions, and recognising cross-selling or upselling opportunities.

Emphasise a "sales-through-service" approach where helping the customer is the primary goal, and sales are a natural result of providing relevant solutions. Set clear goals that align with this mindset, such as increasing customer satisfaction scores alongside sales targets. Support the team with resources like scripts, product knowledge, and examples of successful service-led sales interactions.

Finally, empower and reward team members for customer-focused achievements, reinforcing a culture where adding value to the customer journey is the key to both exceptional service and increased sales.