Customer Service Skills Training:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service
skills training seminars.
At
the conclusion of our
customer service training
course you will know and understand what the ideas are behind
the skills and how to use them in business situations
to build
customer
satisfaction and loyalty.
The focus of our Effective Customer Service
Skills Training workshops is to train your staff to:
- Understand what your customers want and how that
affects your job
- Understand your own behavior and how to manage
your
customer's behavior better
- Improve your communications skills
- Learn to handle upset or angry customers
- Implement proper phone skills
- Understand and implement proper body language
- Tell the customer what you can do and not what
you can't
- For
more information and pricing on our customer service training
seminars, please
complete this form
Customer Service Training:
The Benefits of Customer Service Training
Customer service training will improve the customer service experience of your stakeholders and the profitability of your business. Any business will tell you that without customers, there isn't a business. Respecting the consumer as the real driver of your business' success is key. Especially for businesses where service skills and communication skills aren't taken into account during hiring, that's where customer service training comes into play. Providing excellent C.S. has many benefits and the importance of providing outstanding customer care is something that should never be under-emphasized. Some of the benefits of customer service training include:
Improved customer satisfaction. A study conducted by CompTIA, the technology industry's largest trade association, showed that customer satisfaction scores improved an average of 9.5% following customer care training by Impact Learning Systems.
Improved customer retention. Aspect Software's latest satisfaction index indicated that customers who reported exceptional service were nearly 33% as likely to say they would do more business with a company in the future. Nearly 75 percent who had a bad customer service experience said they would do less business; 60% said they would do significantly less.
Reduced customer service staff turnover. The top reason for customer service employee turnover is lack of training according to studies published in numerous business journals, including The Harvard Business Review.
And satisfied, well-trained customer service employees have been shown to provide better service and receive higher scores in customer satisfaction.
A 5% improvement in customer retention can cause an increase in profitability between 25% and 85% (in terms of net present value) depending upon the industry. (Reichheld and Sasser).
Source: Malcolm Carlaw
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