It’s a hard question to answer quickly when asked: “How can you know that the amount of money and time invested in training your staff on customer service will be worth it?”.
This is because there aren’t always immediate results.
True lasting and sustainable organizational change can take a while, and maybe several years.
However, how long someone will be employed, it’s advisable and a good thing to train your staff on your expectations about customer service.
So, here is why customer service training is important for your employees and organization.
1. It is Important for your Customers:
This, to us, is very important; when your staff is properly trained and able to render amazing customer service, customers are the greatest recipients.
Whenever customers get great service at any moment, and if something goes wrong, they trust that your employees are readily equipped to make things right for them.
Providing good service to customers helps to build loyalty, which means they’ll be much more likely to give productive and constructive feedback even when you don’t meet their expectations.
Also, they are more likely to tell other people about the great customer service they can expect when they walk into or engage with your business.
That’s not to say that disappointments wouldn’t happen, but we found out that customers are patient when such happens with a business because they have a proven track record.
And they are more likely to ask for help or give painful feedback in a kind manner because they know you aren’t going to get angry as a result.
2. It is Important for your STAFF:
First, customer service training will equip employees to be successful in their position.
Knowing that customer service is key to your organizational culture, then it’s important to set such a mood, share resources, and tools that continue to strengthen your service culture.
Customer service should be a performance expectation for every individual in your organization, no matter the position they hold or whether they’re front-facing or not.
It doesn’t matter if they’ve spent 20 years harnessing their customer service skills, everyone must learn how they define customer service and how they’ll be expected to deliver that service to all co-workers and customers.
Such an approach makes it clear for everyone to know they’re on the same team, going after the same goal, and that they all have the support of everyone in the organization.
This makes it very much easier for a front-line employee to feel confident in his/her ability to deliver great service.
3. It is Important for BUSINESS:
It has been said for a long-time, that organizational investment in customer service training pays off well enough for a business.
First, it shows that you aren’t just doing lip service to how important customer service is in your organization. It is truly an important belief, one that you invest your time and resources into.
Additionally, such an impact on a customer that has taken years to build, can result in an expanded reputation for great customer service with customers and with your competitors.
As a result of this, such reputation attracts more than more great customers; it draws similar and like-minded people who want to work for and with the organization, in keeping the great service culture going.
Now that we’ve made things clear and hopefully, you are ready to invest in training your team on customer service, and the place to start is by scheduling your first class with us.
At Capworth Learning, we provide such prime training (click here to get more information about our training channels) for organizational growth & productivity.