Customer service is one of the most important ingredients to a successful business. In a survey conducted by Microsoft, 95% of consumers said that customer service is important to them when choosing and staying loyal to a brand. That’s not a surprise, but this might be – 60% of customers stop doing business with a company after just one bad customer service experience.
In a perfect world, you could hire employees with innate customer service skills and put them immediately on the front lines. The reality is that good customer service needs to be taught. But this kind of training isn’t just a necessary evil; rather, it can be a real help to your employees and a boon to your success as a company. Check out these benefits of customer service training.
Increased Professionalism
An employee trained in customer service takes active steps to retain business and elicit customer referrals. And the professionalism they internalize through training can help them progress in their career, allowing them to have an even broader impact on customer satisfaction.
Improved Listening Skills
Are your employee’s good listeners? They may have natural empathy and an attitude of service, but customer service training provides proven techniques for active listening, like reflection, staying on topic, and confirmation. Being a better lister can help employees thrive professionally as well as personally.
Feeling Valued
There’s nothing like the feeling that you matter, you are important, and you directly contribute to your employer’s success. Customer service training can instill this feeling in a couple of ways. First, just knowing that the company values them enough to invest in their training and development can motivate employees. In addition, a good course of study provides a comprehensive view of a company’s operations and specifically identifies how the work employees do contributes to the company’s bottom line.
A Consistent Approach to Service Builds Customer Retention – and Profit
One of the benefits of formal customer service training is its ability to make the customer experience consistent, which helps overall customer satisfaction and, in turn, retention. You may have heard how much more cost-effective it is to retain customers than find new ones, but according to research by Bain and Company, increasing customer retention rates by just 5% can increase profits by between 25% and 95%.
Arrow Staffing Can Provide the Talent You Need
Looking for trainable talent? Our agency is dedicated to helping Riverside businesses find and hire top-notch employees. We’re the staffing experts, and we want to help you. Start here to learn more.
