Achieve World-Class Customer Service with Customer Service ...

According to the 2012 Global Customer Service Barometer, businesses may be meeting, but not exceeding customers? expectations for customer service. What does this mean to you? You may be losing valuable customers! Now is an ideal time to gain a competitive edge by investing in customer service training for customer-facing personnel.

Three in ten consumers in most markets believe that companies usually ?miss customer expectations,? and fewer than one in ten consumers across all markets believe that companies generally ?exceed customer expectations? for customer service.

What is World-Class Customer Service?

World-class cus?tomer ser?vice is commonly defined as the abil?ity to meet or exceed a customer?s expectations. As technology expedites the growth of new service and support channels, customer expectations of service delivery are also changing. A company?s ability to provide world-class service across all service and support channels is now an essential element in long-term success. Customer service training for all front-line employees guarantees consistent service, no matter which channel a customer chooses to use.

Not Providing World-Class Service Leads to Lost Revenue

Poor service affects customer loyalty in two ways. First, after experiencing poor service, existing customers may decide to not upgrade or purchase additional products or services. Second, customers who have negative service experiences are likely to tell others, which can quickly shrink revenue opportunities. Customer service training equips employees with the skills necessary to deliver world-class service and guards against common service pitfalls such as poor phone etiquette and bad attitude.

3 Reasons to Invest in Customer Service Training

Customer service training improves center operations in many ways, but the three improvements that also lead to world-class customer service are:

1. Increased Call Resolution Rates: Customer service training equips employees with skills necessary to solve customer issues in a logical and timely manner. Quick call resolution has been proven to be one of the primary drivers of customer satisfaction.
2. Reduced Escalations: Employees with clear and consistent communication skills convey an attitude of willingness and professionalism, and are better able to diffuse an angry caller. Customer service training for front-line employees emphasizes the importance of expressing empathy and building rapport, both necessary skills for delivering world-class service.
3. Improved Employee Morale: After training, employees feel a renewed sense of purpose and a stronger affiliation to corporate goals and objectives. Employees with high morale perform better and encourage other team members to do the same.?

Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases. Source: Parature Customer Service Blog

Today?s customer demands consistent, personalized, world-class service. Are your employees providing the level of service your center requires to be successful? Gain the competitive advantage you need by investing in customer service training.

Source: http://www.business2community.com/customer-experience/achieve-world-class-customer-service-with-customer-service-training-0226579

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