The Real cost of Training
We fight this battle every year and it can be very frustrating. We know Customer Service Training represents some of the most sought after and critical skills virtually everyone needs today but we cannot convince many businesses and individuals to invest in the training.
Why?
Because the benefits of this training do not show up in hard and fast sales number or in a measureable way on the bottom line. I mean, look, we know Customer Service training saves businesses a LOT of money over the year. We just can't tell how much because there are so many unknowns! Who can say how many sales will be lost because a customer gets angry and leaves. who knows how many people they will tell and drive away from us for the same reason? On the flip side, who can tell to a certainty how many customers a satisfied customer will bring into the store because of your effots?
Despite all of that, it is widely accepted that the cost of Customer Service Training is paid back several times over the course of a normal year. In some cases, just being able to satisfy just ONE customer or quickly resolve just ONE dispute can pay back the entire cost of a persons Customer Service Training! Looking at it this way, Customer Service training doesn't cost you money, it SAVES you money!
Here are some of the ways Customer Service Training saves you money:
A person that has had Customer Service training will:
1) Resolve problems more quickly and at less cost! This is because they minimize the effects of a bad situation by using the right approach, the right words, and by conducting themselves in a professional and positive manner. The faster a dispute is settled, the less it usually costs to resolve it.
2) Be able to satisfy more customers and increase customer retention! This is huge because it can cost up to 10 times more to bring in a new customer than it does to keep an existing one happy! Plus, happy and satisfied customers tell their friends, neighbors and co-workers and that means more customers brought into the business at no cost! When customers are dis-satisfied, the exact opposite is true. Dis-satisfied customers leave and TAKE other customers with them!
3) Have increased sales! Customer Service Training teaches you how to find out what the customer really wants or needs. With this information it is easier to not only close sales but create larger sales at the same time. Customer Service Training skills are huge sales tools when you know how to use them!
4) Have far fewer problems and make fewer mistakes. Customer Service Training skills show us how to communicate and listen more effectively and accurately. so we proceed more focused, make fewer errors, and waste far less time and resources!
The list goes on and on but one thing is 100% true in every case: Customer Service training does not COST you money it MAKES you money!
