Great customer service is one of the most valuable assets a company can have. It is a vital component of a company's reputation among its customers and prospects. When a client looks back on their interaction with a company, the customer service they received is often the thing they remember most strongly – great news for companies that are willing to invest in their staff by training them in customer service.
Customer service training is important because it ensures your customers are getting the best treatment possible. It helps to identify particular strengths and areas to work on.
Organisations that invest in their customer service reap all sorts of benefits, from more repeat customers to better reviews. In the age of online reviews, company reputation is both more important than ever and more visible than earlier times.
- Importance of trained staff. If your customer service staff have a reputation for excellent customer service – something much easier to achieve if they have received good training for their roles – this will have a direct effect on the company's reputation.
- Consistency. Staff who have been equipped with great customer service training show this in their day-to-day work. Good customer service becomes a habit. If all of your staff have had customer service training, clients will receive a consistently good experience and this will be reflected in the quality of reviews, feedback and customer satisfaction scores you get back.
When things like product deliveries are delayed or projects don't go to plan, what makes the difference between a bad review and angry customer, and a well-resolved issue and good review? Good customer service. It's important when everything goes right and absolutely vital when things go off-track.
Good customer service training can give staff the confidence and skills they need to handle these situations well.
Customer service training needs to cover a variety of skills. "People skills" like active listening are very important for making the customer feel like their needs are being heard and responded to appropriately. It should also cover product knowledge, company policies and technical knowledge as required. Having a thorough grounding in these things will not only give staff the confidence to look after customers in a range of situations but will also improve their problem-solving skills, allowing them to consider all available ways to serve the client well.
Customer service training is important for staff, too. It is an investment in their skills and professional development that will make them more likely to want to stay and build their skills at the company longer-term. eLearning is an excellent way of offering staff a range of training options to build their skills in the best way for themselves, their roles and the company's needs.
It's important to remember that "customer service" is not only a department in a company but also an ethos that should extend throughout the organisation. Having a customer-focused attitude requires the input of everyone who serves customers' needs, directly and indirectly, from product development teams to warehouse staff.
Training is therefore an important way for companies to attract and retain talent in their workforce. Customer service skills can, like any other skillset, be built upon and improved by everybody, whether their roles are frontline customer-facing or not. Customer service training is a vital component in building up staff skills in this area.