The way businesses communicate with their consumers is continuously evolving. With the rise of social media and the added points of contact that this creates between businesses and their customers, the customer service given to clients must be of the highest quality, no matter where and how they communicate with a company.
Customers have a larger choice than ever before when it comes to considering services and goods, and people’s perceptions of a brand or product are also critical to ensuring continued positive support and financial growth. Excellent customer service is crucial in a world where customers can share details of their experience in seconds at the touch of a button for millions to see.
This is why it has become increasingly important for companies to develop a world-class customer service model. But improving the basics is not going to benefit you in the long run. Without the right employees with great customer service training, it is all going to fall flat.
According to a recent study, UK consumers are growing increasingly dissatisfied. The study also estimates that UK businesses lose £12 billion every year as a result of poor customer service. Even more concerning, 93% of those taking part in the study have switched business at least once in the last year because of poor customer service and a third of 16-24 year-olds take their complaints to social media if they are unhappy with the service they are receiving.
On the other side of this is that after receiving good customer service, 71% of participants would recommend the company to others and 44% would use the company more often.
Leaders must ensure that all staff has the appropriate customer service training and skills required to deal with challenging customer complaints. Quality customer service training helps the company to achieve higher customer retention, new customer acquisition, decreased staff turnover, and improved revenue. Customer service training has an incredibly beneficial impact on morale, motivation, and the desire to reach goals/targets.
All companies, whether they operate on an in-person basis, by telephone or digitally, should aim to provide their customers with the best experience they can to retain relationships, status, and success.
The truth is that it does not matter how great your product is – if your customer service is poor, people will complain about it, and you will lose customers. Good customer service has four main qualities: personalized, professional, convenient and proactive.These four qualities have the biggest influence on the customer experience, but there is so much more to it. Take one of our customer service training courses and learn all the skills you need to deliver excellent customer service!
What will set you apart?
By taking part in customer service training, employees learn new skills and develop resilience to cope with challenges as they arise. These courses are designed to help anyone who works in customer service develop their skills to provide every customer with the best possible experience.
Are customer service training courses for you?
These courses are suitable for anyone working in a customer service role, at all levels of employment, who wish to improve their service skills. This includes all employees who deal directly with customers, in person, by telephone, or through digital channels. These courses will be particularly useful to receptionists and front-of-house staff, call centre workers, online support staff, sales and customer service staff as well as trade and self-employed workers.