Why roll out customer service training for employees? Well, there are several reasons. The first is that in today’s marketplace, customer service is king when it comes to earning and retaining loyal customers. While you may believe that giving good customer service is just common sense, the truth is your team can’t deliver on your vision for service unless they know what it is. Secondly, they may need some skills practice. Some people aren’t 100% comfortable with customer interactions and need to practice simple skills like eye contact, or proactive friendly greetings. Good customer service training for employees provides your team with a chance to apply skills practice to scenarios that they encounter daily. For instance, you might have them practice what they would do when faced with an upset customer so they’ll be ready when that situation arises.
You can’t teach compassion, empathy or caring. However, good customer service training for employees teaches people different ways to show their compassion, empathy and caring and gives them an opportunity to sharpen their skills. This can only help your business succeed. In fact, a study done by Harvard Business Review found that customers who said the experience they received from a company met or exceeded their expectations spent an average of 140% more than those who had a negative experience.
Remember, your customer service is only as good as your least engaged employee.
Excellent customer service training for employees can help you improve those customer interactions and ensure they are consistently positive.
Your team will feel more prepared and better about the work they’re doing, and your customers will be happier too! Since they are the lifeblood of your business, it’s really a no-brainer.
These are some of the reasons why I invite you to join us in Asheville this April for our Red-Carpet Customer Service Train-the-Trainer program. This 3-day event will prepare you (or someone you send) to deliver our trademark customer service training program called “Treat Your Customers Like STARS.”
You’ll learn how to teach an interactive customer service training class on the following skills:
Make customers feel Sincerely Welcome: The hospitality skills like eye contact, smiles, being present, proactive greetings and other kindnesses that make red carpet first and last impressions.
Take Note and Adjust: This is about personalized service and ensuring you take note of the type of experience each person may need and adjusting your approach accordingly.
Act with Urgency: Say Goodbye to “It’s Not My Job.” You’ll walk your team through scenarios to help them know how to own each situation and take responsibility from start to finish.
Recover with Style: In this section, we teach you how to teach your staff members what to do when they are faced with upset customers. This is the longest section in our customer service training for employees and people often come back and tell us how valuable the skills practice was for them.
Surprise and Delight: You’ll get your team excited to add that WOW-factor to their customer service!
Won’t you join us in Asheville this April? I encourage you to register soon. We only have seats for 14 people and as of the date of this blog post, we have 7 seats left! You can learn more and register here.
Unable to join us? You can still license our customer service training kit here.
Comment below and let us know what skills you think are important for a customer service training program. We love to hear from you!
Donna Cutting, CSP is the author of 2 books on Red-Carpet Customer Service, including the bestselling book 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers and Leave a Lasting Impression. She’s an in-demand customer service speaker who combines her funny motivational style with action ideas for improving the customer experience. Donna is also the Founder & CEO of Red-Carpet Learning Systems, Inc, a team of customer service experts who provide tools and training to help leaders engage their teams to deliver a red carpet experience.