The icing on top of the cake, however, which will actually break the ice with the potential customer is effective Customer Service trai. Studies have revealed some eye-opening facts that must make all of us pause and assess the huge impact of Customer Service on our clients, and consequently, the business.
Customers are your brand, product, and service advocates. Delighted clients will spontaneously, happily promote your product because they feel so good about the entire experience around it. Not only will you gain the customer for life, you will attract your customer’s network courtesy his spreading the good word.
According to one Gartner survey, 89% of businesses plan their strategy around the delivery of their customer experience. That is the level of competitive advantage smart customer service enjoys.
Smart Customer Service encompasses a gamut of behavior attributes like Mindfulness, Empathy, Assertiveness, and more. Read here (link to blog on Smart Customer Service) for a ready reckoner. These traits are genetically inherent in some of us, and absent in the rest. But all of us can be trained and learn the best attributes and skills to serve up a pleasant, and enduring customer engagement experience.
Frequency and Timing of Customer Service Training
Customer Service Training must be a part of a new employee’s orientation training program. As you induct the employee into your culture, ethos, mission and vision, processes, industry, product, client portfolio, you also induct him into the way he engages with the customer for a positive client experience, how the company expects him to serve clients. This includes training for those unexpected, crisis-like turns that happens to every company at some point in time.
The training, like all other programs, must be periodically implemented, for robust reinforcement and skill refreshment, and allowing for new infusions, based on new situations/products/policy and process changes and updates.
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