|Customer Service Training|
Page 1 of 33This report outlines the best practice research undertaken by BPIR.com in the area of customer service training. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.
In This Report
The DefinitionCustomer service is what companies give to their customers before, during, and after the purchase of goods and/or services. There are essentially two types of training in the provision of customer service. The first refers to developing traits or characteristics such as professionalism, politeness, promptness, personalisation, enthusiasm or friendliness. The second refers to developing technical knowledge or know-how, depending on the products or services offered. To be a good customer service agent, you need to have the characteristics and the technical ability to solve problems and enhance the customer experience.
The StageCustomers are the reason businesses exist and flourish. It is therefore essential for businesses to value their customers and to understand and act upon their needs. Failing to do so may well lead to them losing customers to the competition and, ultimately, put the survival of the company at risk. In the public sector, poor customer service can result in complaints and, in extreme cases, law suits. These can have serious consequences: not only wasting taxpayers' money, but giving a poor image of the government both at home and internationally. Developing a service-orientated culture not only helps prevent these serious consequences, it sustains and grows a business. Research clearly shows the strong positive correlation between customer service and bottom-line profits. That is why the most successful organisations are the ones who train their employees well. This ultimately means they have the most satisfied customers.
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