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McDonell Consulting Group, LLC | Baltimore & Bel Air, MD

Strategic Customer Care Program

Give your inside sales and customer service teams real-world and relevant tools to have more effective client conversations. This four-week program kicks off on September 8th, 2021!

"The sales department isn’t the whole company, but the whole company better be the sales department." - Philip Kotler


Who should attend the Strategic Customer Care Program?

Sales Managers, Business Owners, Inside Sales Reps, Customer Service Reps, Technicians, Plumbers, and anyone else who is out on the job and deals with customers and prospects who might be:

  • Looking for effective communication strategies to help them with their most valuable clients and prospects
  • Lacking the right tools and strategies for themselves or their employees to effectively interact with their clientele
  • Frustrated with Up-Selling and Cross-Selling
  • Tired of struggling to ask the right questions
  • Wanting to increase sales and profits and create a formula for success

Baltimore's Premier Online Customer Care Program

  • 4 highly engaging 3-hour online training sessions over 4 weeks

  • Led by LIVE instructors, Chris McDonell and Keith Daw

  • Role-Play sessions in real-time with LIVE partners

  • Gain 12+ tools and techniques to help you formulate your own success

  • Focus on how to overcome dealing with difficult people

The Strategic Customer Care Program gives your inside sales and customer service teams tools to effectively communicate and work with your clients. By improving their effectiveness, you can take your business to the next level and work towards future successes.


What Will You Cover in This Course?

Your trainers, Chris McDonell and Keith Daw will bring a wealth of experience and knowledge to this live virtual training and will cover the following topics:

  • Exceeding Customer Expectations

  • Effective Communication

  • Breaking Through Your Comfort Zone

  • Questioning Techniques

  • Up-Front Contracts

  • Telephone and Email Communication

  • Up-Selling and Cross-Selling (PAIN)

  • Understanding DISC

  • Dealing with Difficult People

  • Understanding Our Customers Transactional Analysis

  • Client Development Through Sales

  • Formula for Success

Seven Ways Your Customer Service Team Can Increase Revenue

Your customer service team is your company's hidden gem. Do you know the seven ways they can help increase your revenue? Read the Seven Ways Your Customer Service Team Can Increase Revenue article on the I95 Business Magazine to learn more. 

Why Attitudes, Behaviors, & Techniques are important

It's easy to ask too much of your team while forgetting that some effective skillsets aren't always taught to customer service reps and salespeople. Without having training in these areas, it's common to notice your team falling into some of these traps: 

  • Providing "free consulting" by giving information to prospects who are really just "shopping" around for the best deal. 
  • Struggling to ask the right questions to uncover the customer's real PAIN (reason to buy!). 
  • Have you ever cringed listening to what your service representatives say to customers or prospects on the phone when performing in an inside sales role?

If these scenarios sound familiar, it's highly likely that you're missing out on business opportunities. These are the things to expect without proper training:

  • Most of your frontline hires will fail
  • You'll be left to bear the cost of lower sales
  • Poor team morale
  • High turnover

Are You Ready to Improve Your Customer Care? 

Beginning September 8th, 2021

Sessions will take place from September 8th to November 10th, every Wednesday afternoon from 1:00 pm - 4:00 PM. The sessions will be delivered via Zoom with Chris McDonell and Keith Daw. Attendance is expected at all sessions as discussions will build from session to session.


  • 4 Week Virtual Strategic Customer Care Training Program

  • Four 3-hour LIVE interactive formatted sessions facilitated by our Sandler trainers

  • 1 Year Access to Sandler Online with 1000+ Hours of exclusive Sandler content

  • 4 Week guided Sandler Online Curriculum 

  • 2 thirty-minute one-on-one private zoom coaching sessions with your Sandler coach

  • 30-Day Access To Weekly Live Virtual Sales Mastery Sessions 

  • DISC Assessment 

  • All recorded sessions 

  • Proprietary Electronic Sandler Support Materials