Why Customer Service Training?
It's easy to convince people that they need to have their employees trained on products, computer systems and software. After all, you have to know about the product and how to enter orders and complete sales related tasks. But training people in customer Service??? Are You CRAZY? Why would I do that????
Look, the reality is that the competition for both customers and sales is at an all time high. We no longer have to worry about competition in our town or backyard, but now we have people from all over the world competing for our customers via the Internet! 20 years ago, we had a handful of competitors wheras today, that number could run into the thousands!
What does all of this have to do with Customer Service Training? Well, customers with more options are likely to be both more demanding and less tolerant of mistakes and problems. They think "Why should I deal with them after they were rude to me? There are a lot of other places I can buy my stuff from!" In other words, customers today are not going to put up with some of the things they accepted years ago.
The other problem is that we sometimes are not aware of those "things" that upset or annoy our customers! Not because we don't care, but because we are not trained to think about our customers and their experience. We are not trained because some people feel that training is not necessary!
The fact is, businesses and employees who are trained in Customer Service perform at a higher level, create higher customer satisfaction, and generate fewer problems and stress than their untrained counterparts. This means those with Customer Service Training are more efficient and generate more revenue! Businesses that have trained people lose far fewer customers and spend far less resources in bringing in new customers to replace the angry ones who left. With all these benefits to Customer Service Training, why is it so hard to convince people and business owners to invest in this important training?
The main reason is, unlike other type of training, you cannot put an actual dollar figure on how much revenue this training helped generate or save. After all, how can anyone measure how much one angry customer cost the business? Can we tell to a certainty how many people he would convince to buy elsewhere or how many customers he would not tell in the future? The #1 obstacle in getting businesses to accept the value of Customer Service Training is because we cannot provide a hard and fast value ourselves.
But this type of training is critical for the success of every business and every employee. This training should be a part of every persons education and every new employee training package. Every year more and more businesses and individual are seeing the benefits and value in Customer Service Training. Are you going to be one of those this year? Or are others going to leave you behind as they embrace this important training?
It's something to think about.......