Even though customer service has the potential to boost buyer satisfaction and change someone’s perception of an organisation, it is often overlooked. For several businesses, making a profit is the only thing that matters, which means training usually revolves around sales staff and how they can close more deals.
However, customer service goes above and beyond the point of purchase. It concerns the activities before, during and after an individual decides to buy a product or service. For this reason, customer service training can be a hugely beneficial thing to invest in, as by its very nature, looks to enhance the way a business serves what brings in money.
Although the importance of customer service will differ depending on the product, service, industry, company and customer, there is almost always room for improvement. In most cases, customer service representatives must be able to give assistance to various personalities and characters. At the same time, they must reflect the core values of the organisation and adhere to the company culture.
Striking the right balance between these two traits isn’t easy, especially when members of staff also need to know about product information and details about delivery, warranties or other customer questions. Consequently, customer service training is somewhat essential.
But rather than being viewed as an initiative or activity that helps staff get better, customer service training should be considered an overall approach to systematic improvement. After all, it has the potential to play a vital role in a company’s ability to generate more income and revenue.
Benefits for members of staff
Increase motivation and engagement
Because customer service has a big impact on the success of an organisation, this can be used to motivate and engage members of staff. If you show employees that you care about their individual development and career progress, they will be inspired to help the customer in any way they can.
This doesn’t have to be an integral part of training either; simply demonstrate that your customer service staff are absolutely crucial and without them, the business would not be able to survive, thrive or compete.
Improve knowledge and skill set
It is fair to say the main purpose of any training course is to improve the knowledge or skill set of an individual. When it comes to customer service, this will concern things like enhancing communication, the importance of listening to the customer, problem-solving approaches and the need to be organised.
If you conduct training that includes the same set of competencies, it will give your entire workforce a standard process to deal with customer issues or questions and creates a sense of team spirit at the same time.
Boost confidence and morale
Confidence is an incredibly important trait when trying to make a sale, but it can be even more consequential for customer service. If an employee doesn’t have faith in their ability to handle a complaint or conviction when conveying the benefits of a product, customers won’t think highly of the brand.
However, training can boost morale for employees, who will then be more eager to serve the customer and improve their shopping experience. This can also transform the whole workplace environment and generate good vibes.
Benefits for the customer
Increase customer satisfaction
This one is fairly obvious, but the whole purpose of customer service training is to improve satisfaction for valuable patrons and purchasers. This in turn will lead to the customer feeling appreciated, respected and cherished.
Customers can rest assured that any issues or problems will be resolved quickly and competently. They will also appreciate the fact they won’t have to make repeat calls and can discover product information easily.
Improve purchasing options
Even though you will want customers to approach your business first and ignore the alternatives, most of the time they’ll have a plethora of other purchasing options to choose from. But by championing customer service, they will be more inclined to pick you above other vendors.
Businesses that rely on discount promotions or marketing techniques to improve profit margins constantly have to alter or adjust their activity. But by always concentrating on customer service, you give buyers yet another reason to make a purchase.
Boost chances of loyalty
You can’t underestimate the importance of customer loyalty. It is surprising just how many organisations focus their attention on securing new business yet completely disregard existing clientele, who are often much more valuable.
But if you do everything you can to improve the overall buying experience, customers will want to do business with you time and time again. Therefore, there is no need to worry about securing repeat business, as you’ll have built up a loyal group of customers.
Benefits for the business
Increase turnover and profit
As previously noted, numerous organisations will train their sales staff in the hope of increasing profits. However, with a confident and competent customer service team, turnover will undoubtedly increase anyway.
This is because you’ll achieve higher retention levels, acquire new customers, reduce employee turnover, and boost bottom-line sales. If the business improves its ability to serve, then customers will be more satisfied and more loyal, leading to an increase in profit.
Improve reputation and standing
Despite the fact some shoppers will choose a certain retailer because they have the lowest prices around, countless customers are more concerned with the overall buying experience. If this is a bad one because of incapable or uninterested customer sales staff, they won’t waste any time in letting their friends and family know.
Word-of-mouth can seriously hurt an organisation’s reputation, but it can also improve a company’s standing too. So, if you manage to deliver an enjoyable experience, which comes about through well trained, motivated and knowledgeable staff, your customers are sure to pass on favourable recommendations and reviews.
Boost uniqueness and individuality
If your business can’t compete with low prices being offered elsewhere, you’ll need to come up with some sort of unique selling point. But it is possible to offset the effect of your more expensive products with a better customer experience.
On top of that, providing the best customer service around can differentiate your business from industry rivals. Some sort of niche can be invaluable during tough economic times or in competitive marketplaces and having a team of exemplary customer service staff will give you some much need individuality.