Employees who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps organizations retain customers and improve profits. The truth is, it costs less to retain loyal customers than to acquire new ones, and satisfied customers are more receptive to additional sales messages and are more likely to refer others to that business.
Tell me the facts and I’ll learn. Tell me the truth and I’ll believe. But tell me a story and it will live in my heart forever.
Excellent Customer Service Drives Business Success
Excellent listening skills and questioning techniques can shorten the interaction time with customers, giving an organization the opportunity to serve more customers in less time, and often with fewer staff. However, consumers are intelligent and do not want to feel rushed, when they have questions. So be proactive and make sure every consumer feels they are being heard and not just “listened” to. In addition, automation, customer data, and smart tools are fast becoming an essential requirement of CSR. They help to enrich the human-to-human experiences. Although these tools are designed to reduce customer frustration by providing proactive solutions, they come with great responsibility. The people behind these processes can directly impact the success or failure of your business.
Teledec’s Customer Service Training programs are designed to help you develop and grow your customer service staff into a world-class team. Programs start with on-boarding, building all the way to customer interactions and managing customer complaints. Teledec offers best-in-class customer support training tools and interactive programs designed to enhance your staff’s service skills. Your Customer Service Representatives, after all, are the voice of your company. They need to keep your customers engaged and loyal. There is no room for anything less than excellence.
Some of the key components of Customer Service Training include:
- Telephone Skills: inbound and outbound
- Reinforcing the organization’s mission and strategy
- Presenting a professional appearance and attitude
- Handling customer complaints
- Effective communication
- Listening Skills
- Nonverbal communication
- Proper use of language
- Written communication
- Time management
- Root cause analysis
- Safety Issues
- Business Ethics
- Proposing improvement ideas
- Getting familiar with Technology
- Getting familiar with legal issues
- Escalation – scenarios and steps
- Documentation and Reports
Let us assist your organization by helping maximize your most important assets – your customer service employees. We take a collaborative approach in order to create a tailored training strategy that will build skills and fuel success.