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Why Ongoing Customer Service Training Is the Key to Business Growth
The Customer Service Training Fallacy That's Wasting Your Companies Fortunes
Customer Service training is a requirement for any successful company.
You know what really bothers me about the customer service training industry? After spending close to twenty years helping companies develop their customer service standards, I can truthfully say that 90% of what masquerades as training is missing the core issue
Over eighteen years of consulting with diverse enterprises across numerous sectors, and I can genuinely say that most of what we think about developing superior customer service is completely backwards
Just last month I helped a Newcastle retail chain that had invested $$35,000 in professional customer service development. Top tier materials, qualified presenters, extensive monitoring. Several months later, their service quality metrics showed hardly any change
Despite millions of dollars committed in professional development initiatives, customer experience metrics showed minimal long term enhancement. Sometimes, customer satisfaction actually worsened during a few months of training conclusion. Great value on budget, right?
Service quality metrics? Awful
Seriously, companies could concentrate on advancing the outcomes. As they in turn will improve the customer service as well. A lot of entrepreneurs state motivated employees create happy customers. I do believe that if you have a good team then the business will come out on top. I know clients can get and idea on these While this wasteful pattern continues, the systemic issues of substandard customer service organisational breakdowns remain entirely unresolved. I guess prospects can pick up on these vibes
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