Maintaining a standard of excellence is near impossible without a way to execute and deliver a consistent customer experience, which begins long before a customer decides to do business with your organization. From the moment a customer walks through your storefront, speaks with a representative over the phone or receives a response to a social media post directed toward your organization, your brand is under scrutiny. But, you already know this.
What you really want to know is how you can crack the code of hospitality training to ensure customer approval and loyalty without having to break the bank. Yes, we know bombarding your target market with clever advertisements can cost an arm and a leg, which is why we propose something a little easier on your coin purse if you’ve already got a Learning Management System (LMS): Company-wide customer service training.
Say what? Yes, we want you to roll out training on how to interact with customers to all your employees. And, here are three big reasons why:
#1: The “All for one, one for all” mantra allows you to present a united front that makes your brand look good.
There is a high probability that everyone within your organization will at some point interact with a customer, or would at least profit from knowing how to do so elegantly. Introducing a unified training approach to handling customer complaints or appropriately expressing employee convictions can help all employees behave in a way that represents the core values and characteristics of the brand well, which in turn results in a more allied and respectful workforce.
#2: Company-wide customer service training can help you improve customer retention.
As customers constantly weigh their expectations of your brand against the actual experience that you deliver, you must constantly deliver a reliable customer experience. Instilling confidence in your brand will come down to how well these expectations align. You can sustain customer satisfaction by ensuring that all employees who touch your customers can resolve problems quickly, competently and most important—gracefully. When customers can rely on quality service, no matter who they speak with, they are more apt to remain loyal.
#3: Making every employee a representative of your brand can help you gain a unique selling point that can make you stand out.
Competition is fierce in today’s market, and there is always a risk that you’ll lose even the most faithful customers to another provider who offers a similar product or service at a lower sticker price. To stay in the race, you’ve got to offer value to customers that surpasses a price tag. Providing customers with an enjoyable buying experience that makes them feel appreciated and respected starts with the front-facing employees and ends with upper management. All employees have an impact on how customers experience your brand, and can have a direct impact on whether or not they choose to purchase from you or a lower-cost provider.
Want to create an impactful customer service and hospitality industry training initiative? We can help you find the right solution to create and deploy the right content across your organization with our Course Authoring tool, custom Course Development process and Course Library.
Learn how you put education at the center of your organization with these great articles and resources.