Benefits of Customer Service Training

The main aim of any organization isn’t just producing and selling their particular product, but also maintaining a customer so as to retain him/her by providing high-quality customer experience after sales. The primary idea is customer satisfaction. Now, the game is changing. It is much more than handling after-sales customer grievances. It is about establishing long-term customer relationships; because a contented customer is your product’s unpaid form of mouth-to-mouth propaganda. There are many organizations that are “customer-obsessed” like- Harley Davidson, Amazon, Disney, Zappos, Netflix, etc.

Companies, like Disney and Zappos, start their extensive customer-care training on their very first day. Irrespective of what an employee is hired to do, their training starts with their onboarding process itself in order to make them aware of their customer oriented approach and to make them learn the basics of their company’s philosophy which is again customer/guest focused.

Read: Thought leaders and Do leaders

Why is it important

• Each organizational pioneer needs their employees to give good customer experiences. They put “the customer is king” on their organization posters, they specify the expression “customer-driven” in their yearly reports, and they gladly declare the freshest policies intended to enhance the organization’s customer experiences. However, these same pioneers are often shocked by the absence of execution in the field, by their group to deliver the experience they anticipate. This problem has numerous roots, yet in many organizations, an absence of customer service training lies at the focal point of the issue.
• Let be honest. In many organizations, customer service training comes down to the “keys and handbook” approach – they take their employees through the handbook, give them the keys, and give a demonstration. Or on the other hand, in the event that they’ve “stepped up,” they really have a training manual, which very regularly centers around the operational parts of the position with, in case you’re fortunate, a sprinkling of customer focus is included.
• A few organizations even toss in a coach for the new worker, which can be effective yet regularly accomplishes more to teach the new employee about corporate politics than about the most ideal approach to deal with customers.
• For any customer experience that involves a human interaction, the “human touchpoint” will probably be a standout amongst the most essential touchpoints. We recollect our customer experience in light of the feelings we felt amid the experience, and we are by and large more inclined to feel a feeling, positive or negative, while interfacing with another person.

Read: Essential Elements of Unique Selling Proposition

• There is a great phrase in business “in case you’re not pushing ahead, you’re moving in reverse”. Someone who does not constantly prepare gets left behind by his rivals. Correspondingly, customer-facing employees who are not frequently preparing to expand their abilities and restore their customer focus are probably going to face a negative outlook towards the company

Benefits of Effective Customer Care Service:

• Customer service is one of the important elements of creating a successful business. It has been noted that customer care is that factor of a business that differentiates an accomplished one from a flop one.
• It is of primary importance to invest in quality customer care training programs for the employees of the organization; as it not only adds value for the customer but also gives the organization a competitive advantage over the others.
• Providing training in customer service enables employees to understand the effect of their prominent role in the organization.

Read: Building Blocks of Digital Marketing

• An organization that puts resources into service training demonstrates their employees that they think about persistent advancement. Thus this makes employees more involved with the organization. Employees at that point turn out to be more productive and better trained to deal successfully with customers.
• As mentioned earlier good customer service can become a unique selling point for an organization. It can differentiate itself from its competitors.

Submitted By Suguna Soumya | Sunaina Arora | Tarni Bhartary (PGDM Batch 2017-19)