The Importance of a Customer Service Training Program

Category: Customer Service
Posted: 06-18-2011 09:39 PM
Views: 1867
Synopsis:

Developing a comprehensive customer service training program is the most important business decision an organization can make. Customer service isn't just about please and thank you. It's about all the processes in your organization that affect the customer. In the world we live in today information is disseminated at breakneck speed. With Twitter, Facebook, Linkedin and other social networking sites at your customer's fingertips a bad customer service experience can be broadcast and spread like a forest fire in a matter of hours. And this type of bad publicity can destroy your business just as sure as a fire will destroy a forest. The surest way to prevent a fire in the first place is through customer service training and the first step is a clearly defined customer service policy and procedures handbook that is given to every member of your team.

Developing a comprehensive customer service training program is the most important business decision an organization can make. Customer service isn't just about please and thank you. It's about all the processes in your organization that affect the customer. In the world we live in today information is disseminated at breakneck speed. With Twitter, Facebook, Linkedin and other social networking sites at your customer's fingertips a bad customer service experience can be broadcast and spread like a forest fire in a matter of hours. And this type of bad publicity can destroy your business just as sure as a fire will destroy a forest. The surest way to prevent a fire in the first place is through customer service training and the first step is a clearly defined customer service policy and procedures handbook that is given to every member of your team.

Most companies do some form of customer service training, but it's not usually a defined policy beyond basic politeness. While this type of training is undeniably important, service is much more than words and smiles. If a customer hears a friendly voice on the phone and then doesn't receive their product as promised then they are still a dissatisfied customer. Start by writing what you would like the end result of your customer service training to be. It might be a statement like this - "The highest customer satisfaction in the industry." Once this statement is decided then work backwards. What will make your company the best in the industry at customer service?

Some examples might be:

  • On time delivery
  • Easy resolution of mistakes.
  • Less than 1 minute on hold time.
  • The easiest to use website in the industry.
  • Always friendly and helpful verbal and email conversations.

Once these goals are defined then you can work back even further defining the specifics of each goal. Eventually, the plan will be detailed and comprehensive. Your employees will know exactly what to do in every situation and have the confidence to do their job within company standards. This plan is the first step to any customer service training program. Without the detailed plan your training will disjointed and far less effective. With this plan, your employees will know that customer service is more than just about answering the phone with a smile on their face or saying thank you after an order. They will know that customer service is about every process that affects a customer. It will make them more effective at their job and quite possibly make your company the best in the industry at customer service.

Charlie Bentson King is a writer and producer of customer service training videos for TrainingABC. TrainingABC is the world's most comprehensive source of customer service videos.

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