Any employee who interacts with a customer, either face-to-face or on the phone, is a prime candidate for customer service training. In addition to customer service representatives, this includes other positions such as receptionists, technical support representatives, field service technicians, sales engineers, shopkeepers, waiters, and the growing army of domestic service operators; baby sitters, dog walkers, personal trainers and lifestyle assistants.
Course content typically includes greeting the customer, initiating dialogue to understand the customer’s needs or problems, listening, confirming understanding and responding with value proposition. This entails using positive language, eliminating jargon, successfully conducting the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice. Also, on our courses participants learn by discussing best practices with each other and build a solid team etiquette.
Employees, who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps the business retain customers and boost profits. It costs less to retain loyal customers than to acquire new ones. In addition, satisfied customers are more open to additional sales messages and are likely to recommend others to that business. Good listening skills and questioning techniques can shorten the interaction time with customers. This allows an organisation to serve more customers in less time, possibly with fewer staff.