Essentials of Customer Service: TRAINING

 

 
The fundamental necessity of qualitative customer service in every organisation, is having a ''Competitive Advantage'' over businesses offering same service. There are always multiple brands offering the same service as the other, and often time there is no distinguishing factor between them, especially if they are equally 'sophisticated'. One thing singles out each brand, and that is the quality of the services they offer their customers. Statistics show that 95% of disgruntled customers NEVER complain about the poor services they received from your organisation. It cost much more for a company to acquire a customer than to retain one, due to advertising costs ad the expense of sales calls. Therefore, the efforts that go into maintaining quality customer service can really pay dividends over time.

If you think your organisation is doing well now, think again! Your organisation is at the best utilizing 50% of its potential, and thus there is room for the other significant half to be fully maximised. The missing link? CUSTOMER SERVICE TRAINING! A wise man once said ''learn from the mistake of others, you will not live long enough to make them all yourself''. For several businesses, making a profit is the only thing that matters, which means training usually revolves around sales staff and how they can close more deals. Consequently, customer service training will enhance the role of sales staff, boost marketing targets and ultimately impact positively on the financial bottom line of every organisation.

Although the importance of customer service will differ depending on the product, service, industry, company and customer, there is almost always room for improvement. In most cases, customer service representatives must be able to give assistance to various personalities and characters. At the same time, they must reflect the core values of the organisation and adhere to the company culture.

Striking the right balance between these two traits isn’t easy, especially when members of staff also need to know about product information and details about delivery, warranties or other customer questions. Consequently, customer service training is very essential.

But rather than being viewed as an initiative or activity that helps staff get better, customer service training should be considered an overall approach to systematic improvement. After all, it has the potential to play a vital role in a company’s ability to generate more income and revenue. Sales go up and down, SERVICE stays FOREVER!