Great Customer service is essential for any organisation to survive in a
long run. Yes, there are a variety of elements that create a successful
business; however customer service is at a centre stage of that. Organisations
providing good customer service are successful in retaining existing customers
and building long- term relationships with them. Therefore, I cannot
overemphasise the importance of customer service training.
Some of the benefits of training customer service staff are as follow:
1.
Improved
Customer Service Skills:
Although all training interventions
are meant to improve the knowledge or skill set of an individual, but when it
comes to customer services the focus is on improving communication, listening
skills, problem-solving and managing human relations more effectively and
organizational skills.
It is advisable that all employees
undergo training that has the same set of competencies; this will give your
entire workforce a standard process to deal with customer issues or questions
and creates a sense of team spirit at the same time.
.
2.
Increases
profitability:
The formula is simple; improved
customer service + increased customer satisfaction + increased customer loyalty
= an increase in profit. Great service allows the company to achieve higher
customer retention, acquire new customers, reduces employee turnover and
increases sales. The training has a great impact on employee motivation and
morale, which leads to increased productivity.
3.
Enhances
Customer Experience:
Customer service training workshops
have the potential to change the behaviors of employees consequently will help
them deliver a better customer experience, these workshops teach employees to
develop a customer-centric approach, encouraging them to be empathetic to
customers.
A variety of training activities and
games can be developed in order to enhance the customer-centric philosophy
which goes a long way to deliver and improve the overall experience for
customers.
4.
Increased
Employee Retention:
According to a study 40% percent of
employees who receive poor job training leave within the first year, to a large
extent this impact on the companies' ability to maintain the same customer
service standards. High turnover is problematic for the business as it adds to
the cost of re-hiring and training as well.
Providing adequate training and
upgrading the skills set of employees is likely to encourage them to stay with
the company since it signals a potential for personal growth and development.
5.
Improve
reputation and standing
Despite the fact some customers may
choose to leave because of the cheaper price elsewhere, countless customers
will remain because of the great experience.
There's a quote that says "Customer services inspires stories"
What that basically means is if customers have bad experiences with the
organisation, the news will spread very fast and potentially hurt the
organisation's reputation So, if you manage to deliver an enjoyable experience,
which comes about through well trained, motivated and knowledgeable staff, your
customers are sure to pass on favourable recommendations and reviews.
