Maintaining a standard of excellence is near impossible without a way to execute and deliver a consistent customer experience. 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.
The holy grail question, then, is:
How can you ensure customer approval and loyalty without having to break the bank?
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: customer service training.
Here are three major reasons why you should implement customer service training today
1. Positive Brand Identity
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. Increased 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. Makes Your Company Stand Out
Competition is fierce, so in order to stay in the race, you must 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.
The Qualities of Customer Service Training Needed To Make Your Company Stand Out
When implementing this type of training into your business’s culture, it is important to keep these qualities in mind. If your employees understand and perform their functions with these qualities, your business will be set up for success
- Active Listeners
- Creative and Resourceful Problem Solvers
- Excellent Communicators
With these three qualities, your employees will be equipped to solve any problem a customer has. The best ways to teach your employees how to handle these problems is through scenarios and role-playing. This can be easily done through a type of learning called microlearning which delivers short, target piece of information to the user, usually 2-5 minutes long. Microlearning allows employees to gain instant information which will help them receive the answers they need in a short amount of time. In order to effectively use microlearning, your company needs to select the right LMS.
Implementing customer service training will elevate your business to the next level. The purpose of this type of training is to properly equip your employees to easily deal with a customer’s problem. A standard of excellence is truly possible once customer service training is a part of your company’s culture.
In addition to reading this article, a great resource to help is this FREE eBook, Grow Your Business Through External Training. This eBook will give you information regarding Extended Enterprise features and eCommerce so you can decide if it is a good investment for your training program.
About Knowledge Anywhere
Knowledge Anywhere is an elearning company focused on providing flexible, modern learning and development solutions that enable organizations to harness the power of an engaged, knowledgeable workforce. Our Learning Management System, Virtual Reality Training, and Course Development services, combined with our experience and customer support enables our users to create a learning and development program that boosts sales and drives company growth.