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Customer Service

 

It’s no secret that customer service is vital for every organisation, private sector, public sector and third sector. The ability to make customers feel welcome and valued makes the world of a difference. Some of the most well known brands in the world have championed great customer service including Disney World and Virgin Atlantic.

 

Customers like organisations that make them feel special. With so much competition in today’s business environment, if ‘Company A’ isn’t prepared to make an effort with their customers, ‘Company B’ will happily make the effort and deservedly acquire the customers from ‘Company A’. Customer service is very often the most important factor when people decide whom they will use to acquire the products or services they need.

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Customer Service Training Courses:

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Customer Service

Research has shown that it costs up to 5 times more money to attract a new customer, than retain an existing customer. With a statistic like this, its surprising that so many organisations choose to ignore retaining existing customers, in favour of attracting new customers. The logo on a web site or a television advert can promote great customer service but it only becomes a reality once a customer calls, emails or visits and organisation.

 

When you start to think about it, there are quite a few companies that promote their brand using the fact they provide customers with great customer service. Lets use Halfords as an example. Halfords adverts feature people changing batteries on cars and fitting satellite navigation devises in to cars. Of all the factors Halfords could have promoted in their advert i.e. the amount of batteries of satellite navigation devises they sell each year, Halfords decided that customer service (going the extre mile) was the best way to promote their brand.

 

Customer Feedback
Obtaining feedback from customers is something that many companies fail to do and the reason for this; because they assume they already know everything there is to know about their customers. There is only one way to find out if your customers are happy with you, and that’s by speaking to them - if you don’t ask then you probably wont get.

 

Feedback can be gained from customers using the following methods:

 

Calling your customers and ask them for feedback
Sending your customers a survey to complete online
Using a third party company to conduct the market research for you
Arranging focus groups to ask your customers questions face to face

 

Speaking to your customers by telephone or paying them a visit helps to build relationships and makes the customers experience more personable. Simply sending them an email does not bring your brand to life.

 

Once you have received the information from your customers, make sure you act on the information. The issue could be something to do with the procedures you have in place or the manner in which staff speak to your customers.

 

Customer Service Training
Companies will always spend money training the customer service, support and helpdesk representatives but what about the other people in the organisation like marketing, sales and the accounts department. It is in these departments that customer service training will prove just as beneficial as it does in the other departments.

 


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Customer Service Training

Customer Service Training
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“I was very impressed with this customer service training course and it covered exactly what I wanted to learn. I feel confident more with my new techniques. The trainer was very approachable and made us all feel comfortable. I felt at ease and happy to discuss my concerns.”

Customer Support Advisor
Dollar Thrifty Europe

Customer Service Training