There are a myriad of reasons why a company should invest in Customer Service Training.
Keeping customers is the most obvious. While keeping satisfied customers is important, delivering exceptional customer service helps extend happy customers for repeat business. Just as importantly, the word of mouth benefit happy customers contribute to a company’s bottom line is incalculable. Furthermore, without meaningful customer services training losing customers can be costly. Not only would you have to find new ones, investing more heavily in marketing dollars, but also without correction of customer relations weaknesses, the cycle will likely repeat itself.
Four Legs To the Customer Services Stool
Four primary factors or legs, as well as several ancillary factors, retain and reinforce good customer service. The four legs supporting the foundational stool upon which ancillary benefits rest are listed below:
Better Customer Relationships
As mentioned above, when a company invests in customer services training, staff has a greater ability to develop, maintain and retain loyal customers. Additionally, sufficiently trained staff are far more likely to get customers to buy more products/services over time because of their increased knowledge and capabilities, and because they have gain the customer’s trust.
Selling by Suggestion
When employees have undergone quality customer service training, they often can probe the customer for other selling opportunities. When trust has been established, suggestion selling can become solution selling by a proficient customer service representative. Customers value helpful and informed employees and will continue coming back to a company for products and information they can’t get from the competition.
Word of Mouth Referrals
Satisfied customers share their experiences about good products and services with family and friends. Customer service training provides a level of proficiency that can extend a company’s marketing capabilities to gain new customers through referrals. Word of mouth ‘advertising’ is one of most effective (and cheapest) forms of advertising there is.
Greater Human Resource Capacity
A significant in-house benefit for any company investing in quality customer service training is staff morale. Studies have shown one of the leading causes of turnover is poor training. When staff feels ill-equipped to perform their functions, they often feel frustrated, burn out and leave. Conversely, when staff is well-trained not only do customers benefit with obvious returns, so do individual employees, feeling better equipped to do their jobs and possess a greater sense of self-worth.
For additional information about customer services training, please visit www.impactlearning.com for further details.
No comments yet.