The Significance of Good Customer Service Training for Your Employees
3/2/2013 10:35 AM
Since good customer service is critical to the survival and success of your business, it is important that you give top priority to the development of customer service skills in your employees. Concentrating on helping your employees in providing good customer service is one of the best ways of building a strong brand, increasing brand loyalty and stimulating repeat sales. No amount of advertising dollars can build the kind of brand recognition and loyalty that good customer service builds for you – and at much, much lower expense. In fact, happy and loyal customers do the marketing and advertising for you for free. By providing good customer service you encourage your customers to share their experience with others –and we all know that word of mouth not only spreads faster but is also a lot more effective. So, it’s very important to ensure that your employees have the best customer service training in the industry.
Investing in the customer service training of your employees is especially important if you’ve just started your business. One of the most common reasons why many start-ups find it difficult to quickly establish their brand and build customer loyalty is that they overlook the importance of good customer service. As a result, they are not able to get good reviews and recommendations from customers who have transacted with them. Good reviews and recommendations from existing customers are very important for establishing the good reputation of start-ups as most people are naturally averse to dealing with new businesses due to a preconceived notion that new companies don’t usually provide good customer service. It is therefore very important for new companies that their existing customers recommend them to others and thus help them in gaining a good repute among potential customers.
Good customer service training is important for start-ups not only because it helps in getting good reviews and recommendations from existing customers, but also because it prevents existing customers from becoming unhappy and unsatisfied. An unhappy and unsatisfied customer is the most potent poison in the world for new start-ups – a poison that can kill the business of new companies. Yes, that’s right. If a new company fails to deliver in the area of customer service, they can count on never seeing the particular customer again. They can also count on the customer sharing his or her “bad experience” with others, and in today’s world of social media the term “others” includes a lot of people, many of whom are the company’s potential customers.
This is why every company whether big or small, especially new start-ups should make it a priority to invest in the customer service training of their employees. Good customer service training enables employees to provide great customer service at all times and in all forms ¬– from face-to-face conversations to telephone conversations to emails and live chat. They are thus able to provide great quality pre-service and after-sales service that results in the establishment of the company’s brand and a massive increase in customer loyalty and repeat sales.
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