The Significance Of Buyer Service Coaching
However, the icing on the cake that actually breaks the ice for potential customers is effective customer service. Studies have revealed some insightful facts that need us all to pause and assess the huge impact customer service has on our customers and, consequently, on the business.
Customers are your brand, product, and service advocates. Enthusiastic customers will be spontaneous and happy to promote your product because they feel so good about the entire experience. Not only do you win the customer for life, but you also win your customer’s network by spreading the good word.
According to a Gartner survey, 89% of companies plan their strategy to deliver their customer experience. That is the competitive advantage that intelligent customer service enjoys.
Smart customer service encompasses a range of behavioral attributes such as mindfulness, empathy, assertiveness and more. Read here (link to blog about Smart Customer Service) for instant billing. These traits are genetically inherent in some of us and absent in the rest. But we can all be trained and learn the best traits and skills to create an enjoyable and lasting loyalty experience.
Frequency and timing of customer service training
Customer service training must be part of a new employee’s orientation training program. As you introduce the employee to your culture, ethos, mission and vision, your processes, your industry, your product, and your customer portfolio, you also introduce them to the way they interact with the customer create a positive customer experience and how the company expects them to serve customers. This includes training for unexpected, critical twists and turns that happen to any company at any given time.
Training, like any other program, needs to be carried out regularly to ensure a solid reinforcement and refreshment of skills and to enable new infusions based on new situations / products / guidelines and process changes and updates.