Frontline employees deal with challenging issues and interact directly with customers daily—whether on the phone, face-to-face, email, or social media. The ability to provide excellent customer service is a result of learning and applying a combination of skills, such as communication, problem solving, listening, phone etiquette, choosing the correct words, asking questions, building confidence with difficult customers, to name a few.
In their book, Raving Fans, Ken Blanchard and Sheldon Bowls, write that “raving fans” will share with friends and coworkers about your service, instead of being merely satisfied and telling no one or broadcasting poor service over social media.
Did you know that it costs more to attract new customers than it does to maintain a relationship with current customers? A two percent increase in customer retention has the same effect as decreasing costs by 10 percent. (Leading on the Edge of Chaos, Emmet & Mark Murphy)
96% of unhappy customers do not complain; however, 91% of those same customers will leave and will not come back, not because of the quality of the product, but because they did not like the way they were treated.
Skills, Knowledge, and Attitude
Nothing substitutes for knowledge of your organization and its products and services, except maybe for displaying a winning attitude and honing your customer service skills. These three qualities—Knowledge, Skills, and Attitude–work together to keep your customers coming back. They also build teamwork among your company’s internal customers. When employees work together well, external customers notice, which, in turn, contributes to customer loyalty and the bottom line.
Training Makes a Difference
Investing in employee customer service training is key to providing your customers with a stellar experience. Putting an extra effort into customer service may give companies a competitive advantage. With products and services becoming more and more similar, customer service is one of the few ways in which an organization can differentiate itself and stand out.
The Community College Workforce Alliance’s (CCWA’s) training can help you and your employees create best practices that will improve both customer and employee satisfaction. CCWA’s Customer Service Academy provides an updated Building Blocks for Excellent Customer Service program that will help your team learn new and better ways to deliver excellence to your customers.
Upgrade to a Certification
CCWA has partnered with the National Retail Federation (NRF) and created the added option of obtaining a Customer Service & Sales certification once the training is completed. This certification confirms that your customer service professionals are knowledgeable with winning attitudes and enhanced skills. This credential will help the employees advance in their careers and contribute to the quality of the customer experience.
A recognized certification will help your employees stand out and will put your organization ahead of competitors.
Remember that customer service is everybody’s business! Set a goal today to make certain that your staff is making every client connection a positive one.
CCWA is here to help you raise the bar and become more customer service-centered. Our bench of highly motivated instructors is ready to help your team provide excellent customer service that will keep your customers coming back!
Client Solutions Manager
Corporate Training & Consulting