If you think Customer Relationship training is only useful for Customer Service departments, think again. How many of your employees get in touch with your customers? Count delivery attendants, cashiers, sales representatives even cleaning staff!
They are all in contact with customers, which means they all represent your company. Like it or not, your customers will judge your company based on staff interactions.
The world's biggest and most powerful companies say that the secret of their success is focusing on customers. The goods and services you provide are also important of course. But the customer is the king. You may be selling the best product on the world, but if your customer doesn’t trust you, they don’t buy it.
Let’s focus on customers, and teach all of your employees to how to make them happy! There are many advantages to teaching the basic principles of customer service to everyone.
1. Improve customer satisfaction and loyalty
Loyalty is hard to build but easy to lose. One mismanaged complaint, one rude answer, one discriminative act is enough to lose it. So you better train your employees to deal with complaints, customer communication, and harmful behaviour patterns like discrimination.
2. Build a consistent brand image
The brand image involves all the distinctive features of your company, including how you treat customers. Branding is all about creating expectations and fulfilling them. So your employees should act within pre-created expectations. Your employee's impression should be consistent with your brand and the other employees of the brand.
3. Understand customer needs
Listening is the key to understanding your customers. And the closest ears to your customers are your employee's ears of course. Teaching how to listen and how to report may make a huge difference to improve customer satisfaction.
4. Save Time
Good communication with customers may save a lot of time. By understanding the customer fast, you can service fast. If you don’t understand customers, then you may have to deal with returns, complaints, or start over.
5. Boost your employee's self-confidence
All kinds of training give employees a feeling of value. If you are investing in their self-improvement, that means you are caring for them. Also knowing what you doing and why you are doing is essential for self-confidence. By training them, you can improve their self-confidence while talking with customers.