Staff Training Customer Service

Staff Training in Customer Service. Why is this such a crucial area for many companies? Organisations only ever get remembered for 2 types of customer service: very good and very bad. If you’re in the middle you might as well be nowhere!

Increasing competition in all sectors places more importance on the customer service organisations offer. Staff training in Customer Service plays a key role in developing staff skills so they are better able to deal with customers and to help retain and develop the business.

Markets in most sectors are becoming increasingly competitive. Customer service is of paramount importance as it will decide how much repeat business you get, and it helps in business development too.

As a consequence organisations have to constantly evaluate their systems and processes in order to create and maintain competitive advantage. But of course the key component of your relationship with your customers is your people. And the people who spend the largest amount of time talking to your customers are your telephone based people. So your customer service or customer care staff deal with more customers than anybody else. So their ability to develop opportunities and their skills in complaint handling and conflict resolution is key to the long term development of the organisation.  

In spite of your investment in developing your products and services, it is often the people that make the biggest difference. As we all instinctively know from our own experiences when dealing with shops, generally if we like the people, we will find reasons to buy from them. Conversely if we don't like somebody, we will find reasons to shop elsewhere. It doesn’t matter whether you are in Leicester, Northampton, Milton Keynes, Cambridge or Birmingham, the same things apply. 

So customers' impressions of your company will frequently be based on how they are dealt with by your telephone based staff. Consequently ambitious organisations are constantly looking to enhance the skills of their telephone based staff.

So whether you want training for 1 or 60 staff, we have programmes to suit. Download a copy of a typical 2 day in-house customer service training course schedule.

In-house courses can be run for any number of staff on your premises at dates to suit you. Alternatively, open courses are great if you have just a few people for training. Your employees learn alongside people in other companies and industries. These are run at suitable venues arranged by us. Courses are often run for customer service, customer care, contact centre, sales administrators - in fact anyone who spends time talking to customers !”

Case Study

Client: Educational Supplies

“I was happy that our Customer Service team had the technical expertise to handle all types of customer enquiry. However what was lacking was a professional approach to the way we dealt with calls from our customers.

However over the last 3 years To Market has completed a number of Customer Service Training Courses with us. And I’m pleased to say that there has been a marked improvement in the way calls are handled.

Although the job can still at times be stressful – dealing with demanding teachers is never easy, our teams are better motivated since their training and I’m pleased to say the number of difficult calls has reduced. Even colleagues listening to calls comment on the degree of expertise of our agents now.

Every member of our teams went through this training programme. And in fact we now ensure that all new employees within the customer service group undergo this programme within 3 months of starting with us.”

Susan Barlow – Training Manager – Customer Service