~Your customer doesn’t care how much you know until they know how much you care – Damon Richards, Customer Care Expert.
In a customer-centric world, it’s hardly surprising that everything starts and ends with the customer: from your product or service idea to the markets you serve, down to the marketing channels you use, and, especially, the customer service you offer. Now think of United violently dragging a passenger out of an overbooked flight or Starbucks’ getting involved in a highly criticized racial scandal – in this social media age, the outcome of such scandals is not just a public backlash but also a loss of customer trust – something businesses just cannot risk.
The Importance of Good Customer Service
It’s a competitive market. It takes months to find a customer, but only seconds to lose one. Aberdeen reports that companies that deploy a well-crafted customer service approach enjoy retention rates of over 92%! It is well-acknowledged that customer service is an indispensable part of any business, and more so in the service industry. Since there is no time gap between production and consumption, quality becomes paramount. One shoddy service experience may be remembered lifelong! Today, word of online (replacing word of mouth) can spell doom if there is negative feedback. But the inverse is also truer! Take for instance Southwest Air, who consider customer service as their core pillar. “We like to think of ourselves as a Customer Service company that happens to fly airplanes (on schedule, with personality and perks along the way)”. Or Amazon. “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better”. Or Apple. “You’ve got to start with the customer experience and work back toward the technology — not the other way around.”
The Benefits of Training
Most customers’ express loyalty as a result of good customer service by recommending brands. That, and almost half of those customers stay loyal to those recommended brands. How is this loyalty earned? And how can consistently good service be ensured? Well, through training! Since the service industry relies heavily on its people, well-trained staff forms the backbone of the service industry. People may forget what you said, forget what you did, but never how you made them feel. If you want to create a niche for yourself in the service industry, focus on recruiting the right staff and training them so they can perform their tasks brilliantly. A few tips on how:
- E-learning: 24/7 is the buzz-word today. Bring it to your training! E-learning courses can be made available to learners at any time and in any place; they can be accessed when needed – without any constraint on training room availability, trainer availability or time. Your staff can learn and train at their own pace and in the environment of their choice. In addition to enabling teams from various geographies to collaborate on problem-solving challenges in real-time, e-learning also offers other advantages like instant connectivity to mentors and subject matter experts, regardless of where they are located.
- Mobile learning: In a digital age, the mobile is in! And hence, it is critical your staff be trained via their mobile devices. Mobile learning solutions can offer high responsiveness and on-the-go learning for your geographically distributed staff. It gives your staff great flexibility in what they learn and when they learn it – on a device they are comfortable using and that’s always with them. Push notifications can alert and update learners to take an upcoming course, intuitive user interfaces can enable greater engagement and interaction, and location-specific modules can offer a deeply contextual learning experience.
- Custom learning: Each industry and each organization has to be exceptional in its own way. And indeed, so is each individual. Custom learning solutions, specific to your situation, needs, and learners help you manage your training workflows across devices and operating systems and support your distinct training needs and goals. From learning portals to customized learning management systems, classroom training systems to assessment frameworks – custom learning is a great way to equip your staff with exactly the skills and capabilities they need to serve your customers in the best possible manner.
Improve Customer Service
No matter what industry you belong to, all your products, services, and experiences must be supported by highly effective customer services teams. The way they interact with your customers can mean the difference between retaining or losing a customer or boosting or ruining your company’s reputation. Do you know? Think Jar reported that acquiring a new customer costs around 6 times more than keeping an existing one. And for customer service to be exceptional, you need to educate and train your staff at the right place, at the right time, using the right tools. By incorporating a comprehensive e-learning, m-learning, and custom learning strategy, you can ensure your customer service interactions impact your bottom line in the right way and your company is perceived in the right manner.
Relish having the spotlight on you, make a difference, show your customers you care: all with the best training of your staff! Entrepreneur Jim Rohn said, “If you make a sale, you can make a living. If you make an investment of time and good service, you can make a fortune” We suggest that it’s time to make that fortune yours.
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