Most of us have experienced both bad and great customer service. There is no doubt which of these a customer would prefer, given the choice. The difference between the two can make or break a company’s reputation and destroy its chances of long-term success. Many studies have proved the link between staff training and providing better customer service. However, we thought we’d highlight just a few of the many benefits, just in case you’re still not convinced:
Here are ThinkTalent’s top 3 key benefits:
Higher levels of Customer Satisfaction
Providing better customer service not only results in higher levels of customer satisfaction but also greater retention rates. More often than not, highly-trained customer service employees achieve (FCR) First Contact Resolution. This greatly enhances your customers’ overall experience and wins long-term brand loyalty.
The positive manner in which your customer service staff deal with concerns is appreciated by the customer. This is critical to your company’s reputation and long-term degree of success.
Increased Employee Motivation
An organisation that invests in training demonstrates that they care about the professional and personal development of their team. By providing customer service training, your employees can better understand how their performance impacts the customer and the company as a whole.
Employees become more engaged since they are better equipped to communicate effectively with customers, resulting in a greater sense of job satisfaction.
You can further improve engagement by asking your team for feedback and getting them involved in the development of future training initiatives. This shows that you value their opinions and have faith in their abilities, which is sure to improve your employee retention rates.
Greater Effectivity and Efficiency
Many studies have shown a definite link between training and increased efficiency. A recent study conducted by Timothy Dotsey (2020) on The Effect of Staff Training on Customer Service found that through customer service training services can be improved to the benefit of customers as well as achieving the organization’s objectives and that the service is delivered more effectively.’
Customer Service Training enables a company’s team to perform more effectively. This results in happier customers that return, a stronger brand identity, and an increase in your ROI. Plus, there is the added competitive edge over your direct competitors.
If customer service is essential to your business, contact us here at ThinkTalent to discuss our bespoke customer service training courses and the possibility of funding.