CUSTOMER SERVICE TRAINING
Advantages of An Investment in Customer Service Training
Customer service greatly impacts the success of any organization. A customer service culture must be a philosophy embraced by every employee – from the leaders at the top to the most recently hired. In order to stand out in today’s business environment, it’s not enough to just meet customer expectations. Organizations today must exceed customers’ expectations by providing a “wow factor” to create raving fans and loyal customers. It’s important to focus on developing a strong service culture with well-trained and dedicated employees who have the tools they need to do their job.
Effective customer service training programs are essential in providing excellent customer service and exceeding customer expectations. Customer service training ensures employees reach their full potential and help the organization stand out from their competition. Creating a culture of learning ensures maximum efficiency and productivity. Highly interactive customer service training allows for knowledge sharing and employee engagement while giving the opportunity to set standards and expectations. Business leaders should never underestimate the power of customer service training. Hiring the right people is excellent, but its the first step in a long journey. Customer service training can deliver extensive advantages to the employee, customer, and organization.
Increased employee motivation and engagement-
Employees will feel valued with customer service training as they see it as an investment in them, and with training they will become more engaged. With customer service training, leaders show employees they are crucial to organization performance and without them, the business would not thrive or compete. When employees feel that they have the support of organizational leadership, they will be motivated to provide great customer service.
Improved employee knowledge and skill development-
The function of any training course is to advance the knowledge and soft skill set of an employee and provide the necessary tools to be successful in their role. While product knowledge is necessary to provide great customer service, the ability to communicate with customers is crucial, and this can be found in soft skill training. Some common soft skills included in customer service training are:
- Active listening
- Clear communication
- Positive language
- Persuasion and Influence
Boosted employee confidence and morale-
Customer Service Training provides employees confidence in their ability to handle different customer interactions resulting in customer trust. The right training can boost morale for employees, who will then be more eager to serve the customer and improve their experience. Providing employees with the proper tools and training to solve any customer issue is the key to boosted employee confidence and reduced employee turnover. Typically employees don’t like working for companies with a negative customer service reputation. Employees are proud to be part of a team when they see leaders strive to treat their customers like gold.
Increased customer satisfaction-
The whole purpose of customer service training is to improve satisfaction for the valuable customers and purchasers. When employees are well trained and able to give amazing customer service, customers are the greatest beneficiaries. Great customer service leads to the customer feeling appreciated, respected, and cherished. With great customer service customers can feel confident that any issues or problems will be resolved quickly and competently.
Increased customer loyalty-
Customer satisfaction will create loyalty and repeat business. Many organizations make the mistake of focusing more of their attention on securing new business and complete disregard existing clientele. Organizations who invest in customer service training can rely on repeat business and a loyal group of customers.
Improved reputation and Customer Retention-
Enhanced public image helps build brand and creates positive word of mouth. Customer retention is far less expensive than customer acquisition. On average, it costs approximately five times more to attract a new customer than it costs to retain an existing customer. Most customers today are concerned with the overall buying experience. If a customer has a poor experience because of an incapable or uninterested employee, the more likelihood that they do not give repeat business. Word-of-mouth can seriously hurt an organization’s reputation, but it can also improve a company’s standing too. If the employee delivers an enjoyable experience, which comes about through well trained, motivated and knowledgeable staff, your customers are sure to pass on favourable recommendations and reviews.
Positive Reviews and Positive Brand Image-
News of bad customer service reaches twice as many people as positive experiences. Nowadays the first thing a customer might do when they have a negative customer service experience is write a negative online review. Negative experiences are preventable and can be avoided with great customer service training.
Providing better customer service experiences can differentiate businesses from industry rivals. Customers will feel satisfied, creating repeat business and positive word of mouth.
Increase revenue and Profit-
Investing in the right customer service training will achieve higher retention levels, acquire new customers, reduce employee turnover, and boost bottom-line sales. If the business improves its ability to serve, then customers will be more satisfied and more loyal, leading to an increase in profit. The workforce then is motivated to work harder and provide better customer service experiences. Over time, the brand name will be synonymous with positive experiences, increasing its value and profitability.