Many business owners and managers overlook the importance of investing time and money into proper training for their customer-service staff because they don't understand just how high the returns on that investment will be. If you are hesitant to invest in training your front-line employees, read on to find out what you’re missing out on.
Optimized customer satisfaction
Who doesn't want happy customers? Having customers walk away pleased with your company should be one of your biggest goals and a measure of your success. Training programs that instill the highest level of patience, communication, and service skills will help ensure that your customers always walk away satisfied with the service they receive from you and your employees.
Improved customer loyalty
While you may not be able to ensure that every single customer remains loyal to your company throughout their life, it’s something to strive for. Customer loyalty leads to cutting costs, growing your brand, and creating a sense of community around your business. When you take the time to train your employees on customer-service best practices, you will see loyalty to your brand increase. You can't just assume that every person you hire will automatically understand the difference between average customer service and the level of service you want to provide.
Accelerated reputation and brand image
Your company's reputation is important if you want to attract new customers, keep current ones, and foster a sense of trust in your brand. What you may not realize is that the level of customer service you provide can have a substantial impact on your reputation and your overall brand image. All it takes to scare away potential and current customers is one bad review from someone who feels as though they received bad service from your company. Remember, social media has made it easier than ever for a surly customer to tell hundreds, thousands, even millions of people about a negative experience. Although less common than negative reviews, positive reviews mean people trust your company—and that’s the whole point, isn’t it? You can talk about how great your company is until you’re blue in the face, but nothing is more credible than the approval of a happy customer.
Decreased employee turnover
Employee turnover isn’t just bad for your bottom line—it can bleed negativity into nearly every aspect of your business, including customer satisfaction. When you fail to properly train your customer service staff, you are setting them up to fail, and that is entirely your fault. When set up to fail, even the most loyal employees will eventually give up and quit or make a costly mistake that leads to termination. You don't want to create a company culture in which your employees are not capable of doing their jobs, become dissatisfied, and start feeling resentment toward you. All that negativity can be avoided if you invest in a comprehensive customer-service training program.
For many businesses, making a profit is the only thing that matters. That mentality usually means that training efforts are focused on the sales staff learning how to close more deals, not on the customer-service staff continuing to work with customers after those deals are closed. Customer-service training is every bit as important as sales training, so don’t fall into the trap of thinking that only certain departments need training in order for everyone to succeed.