Why Good Customer Service Training Can Impact All Aspects Of Your Business

Every company has different values and priorities, each of which play a major role in the company’s success – or lack thereof. You’ve probably noticed that the most successful companies in history are the ones that place a seemingly disproportionate amount of importance on their customers. This should come as no surprise because simply put, without customers, there would be no company. If you want to follow in the footsteps of these legendary companies, you need to follow their lead and make customer satisfaction a top priority as well.

The Value Of Customer Service

Most people recognize the value of great customer service. As customers, we want to engage with companies that help us succeed, and the better the service, the more likely we are to be loyal and refer our friends. What it really comes down to is this: customers who have great past experiences with your company will spend significantly more than customers who have had terrible experiences in the past (in fact, people are more likely than ever to take their business elsewhere after one negative experience).

It can’t be stressed enough: the initial investment needed to train your employees to provide a great customer experience is well worth it in the long term. When you remove customer dissatisfaction from the equation, you’ll retain more customers and decrease the cost involved with solving problems after the fact (think returns, refunds, and time spent working with unhappy customers).

Impact on Customers

The most obvious way your service team affects your business is how they interact with your customers. You simply cannot afford not to keep your customers happy. Each and every interaction a customer has with your business will have an important outcome because it just may be the difference between a one-time customer and a customer for life. These interactions also determine whether or not your customers refer you to their friends, family, and social networks. If earning a repeat customer is as simple as making him or her happy the first time, isn’t it worth the extra effort to do everything possible to ensure satisfaction?

Impact on Marketing

Whether you realize it or not, much of your marketing budget is allocated to enhance how your company is perceived by the general public. Your reputation plays a major role in how much you have to spend to advertise your services. Your customer service staff and marketing staff should work hand in hand and always be aware of what the other is doing. In fact, excellent customer service may afford you the opportunity to spend less money on advertising because the more customers you retain, the less time and money you need to spend on marketing. With social reviews holding so much weight these days, word of mouth is more important than ever so using loyal customers as advocates for your products or services might be the best, and certainly the most cost-effective, form of marketing available.

Impact on Other Employees

Although fewer studies have focused on how a well-trained customer service staff impacts other employees, it stands to reason that when your customers are happy, everyone is happy and everything runs a little better. One thing that has been proven time and time again is that happy employees lead to happy customers. Think of it as a cycle of satisfaction: when you focus on keeping your employees happy, they will focus on keeping your customers happy.

Your Overall Bottom Line

When you look at the big picture, it’s no surprise that customer satisfaction has a major impact on your bottom line. Happy customers spend more money. And they keep coming back. And they tell their friends about you. Unhappy customers, on the other hand, probably won’t be back – and much worse – they’ll discourage their social circle from purchasing your services as well. When you combine those things with the potential decrease in your marketing budget and factor in the simple truth that happy employees will stay with your company longer, it’s obvious that an investment in customer service will have a positive impact on every aspect of your business.