Customer Service Training Will Improve Your Company's Bottom Line

Category: Articles
Posted: 01-01-2011 03:30 AM
Views: 920
Synopsis:

The benefits of implementing customer service training for employees and managers are many and the importance of this training should never been overlooked. However, implementing a training program that proves to be successful is a challenge that every company faces since it involves an array of factors. An effective employee training program must go beyond textbook material. It must also take into account the specific company's needs, its customer's needs and an assessment of how well employees and managers are meeting those needs, among other factors.

The benefits of implementing customer service training for employees and managers are many and the importance of this training should never been overlooked. However, implementing a training program that proves to be successful is a challenge that every company faces since it involves an array of factors. An effective employee training program must go beyond textbook material. It must also take into account the specific company's needs, its customer's needs and an assessment of how well employees and managers are meeting those needs, among other factors.

Even though customer service training may seem like a large project, one thing must be remembered-it affects profits. The success of your company rests on your employee's interactions with your customers. It is that serious. The time invested is very much an investment. Identify customer needs and gaps in your employees' ability to meet those needs, whether it is in skill level, company knowledge or management support.


Another area to consider is the best learning style of the employees and managers. Perhaps your last program was not as successful as you anticipated. It could easily not be a flaw in the material but rather just an ineffective delivery method. The training program must go beyond just offering the skill development curriculum. It must ensure that the knowledge is most effectively being transferred to those on the receiving end, including both employees and managers. Otherwise, it is a waste of money and time for everyone involved. The training may be most effective as live instruction on small group basis, or perhaps one-on-one instruction sessions. Or, another popular training format is customer service video training. Do not underestimate the importance of this decision as it can make or break a training program.

Remember, customer service training is about equipping your employees and managers with the skills, tools and knowledge required to increase satisfaction among your customer base. This can increase customer loyalty, attract new customers and overall help profits. Beyond this, providing in-house training to employees is known to enhance employee morale as it reflects a company investing in them. The result is employees and management feeling valued as a part of the company and team. Not only will this contribute to better customer interactions, but also may help reduce employee turnover which can be another drain on company profits.

As you see, an effective training program can lower costs and increase profits from a variety of different angles. Not addressing customer service needs and gaps in employee training can greatly impact the entire company's bottom line. It is far too important of an issue to disregard. Implementing the best program to train your employees and managers should be addressed an ongoing basis, as customer needs are certainly not stagnant. This is one tremendously successful way of improving profits and reducing costs.

Charlie Bentson King is a writer and producer of customer service videos for TrainingABC. TrainingABC is a distributor of customer service video and DVD programs such as Give em the Pickle.

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