Customer Service Training and Development
Tailored improvements to the customer experience: How tweaking specific issues in conjunction with better trained employees will bolster customer loyalty and improve market.
It’s tough out there.
There’s no question the economy has taken a toll on many business and their customer retention rates and overall earnings. So how do businesses retain their customers and beat out the competition?
Amidst such times, the businesses that are on course to survive and flourish in the future are those intent on looking inward and enhancing their existing services.
According to a recent article in the Wall Street Journal, the challenging economic environment has prompted companies to make drastic improvements to secure their market share.
Maybe such efforts are why the American Customer Satisfaction Index is at an all time high.
Sprint Nextel for instance, revamped its call center plan, instituting a one-call solution criteria, where representatives must solve the callers issues the first time they call. This push caused the amount of calls received to drop to almost half, while customer satisfaction rate rose over 12%.
Comcast, in addition to adding new software, has taken a greater effort to better train and inform service representatives and teach them better techniques for dealing with customers. These moves resulted in a 30% reduction in repeat calls.
Cheesecake factory reduced the amount of stores it has across the country, and began concentrating its energy better into improving its existing restaurants. Training employees more thoroughly and doing thorough evaluations with new, interactive customer feedback outlets, allowed Cheesecake to prioritize its pursuit of improvements.
The article lists several other examples of how companies have taken a step back to look around to pinpoint what wasn’t efficient in the day to day of their business.
It does caution however, that often in a recession customer satisfaction rises due to lower expectations and amount of need.
Although it remains to be seen, the bust this time around will be a true testament to the power of customer service and its ability to keep businesses afloat during an economic deluge.
Tags: Training and development of customer service, training in customer service development, developing customer service training, training for customer service, developing customer service.
Related Business Training.com Resources
Tags: developing customer service, developing customer service training, Training and development of customer service, training for customer service, training in customer service development
