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Who needs customer service training?

In an establishment based around customer service, it is vital that all employees undergo a basic level of training to enhance their knowledge of their role within that company.

Improving your customer relationships is an essential way of developing a business which has a strong retention of consumers and is perceived to be a quality business to work with.

Everyone needs training

In any job where employees have a front-line customer service role, training is key on the first day, so it becomes ingrained in every aspect of the service they give your clients. It can also be beneficial in roles where a team member may have to respond to client emails, make social media posts, or take action when complaints are made.

Good customer service skills improve employee satisfaction, decreases stressful situations, and creates a better experience for the customer. Regular training means that your team will approach every situation with a sense of consistency, which helps further the power of your brand, especially against competitors.

It has the power to increase sales for your business, as customer satisfaction will be increased, which makes them more likely to share their experience via word of mouth.

According to Aberdeen, it is believed that there is a 92% retention amongst companies who adopt a well-crafted customer service approach. It’s simple, the better the service your company can provide, the higher the likelihood your customers will feel loyalty to your brand and recommend it to others.

Every member of your service team is a representative of your business, and so if someone is not sufficiently trained or provides inadequate service, it can have a damaging effect on your brand.

woman providing customer facing service at a shop

Creating a confident knowledgeable team

There are several things which each employee must understand about the service they give and the sensitivity of the job in question. For example, they must be able to effectively:

  • manage customers’ expectations
  • create rapport with customers – making them feel unique and individual
  • recognise and act on opportunities for selling further products and services

In giving your employees the right equipment to do their job, you will see the results quickly. They will be able to feel confident about the role they fill, by understanding the impression that they create with customers, control conversations and providing excellent answers to any queries.

Make training regular

When talking about customer service training courses, it is sometimes easy to think it is only for new starters, but this is not always the case. If your company hasn’t offered feedback to your colleagues, some might feel they want to know how they can improve. Alternatively, it might be a way to help those who have dropped in productivity.

Training should be a regular and recognised as a normal aspect of working life.

At Elliott Training, we offer customer service training programs to provide excellent service for your company. If you would like to book onto a course such as an individual customer service workshop or find out more information, please fill out our contact form or call us on 01454 203 355.

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