Who Should Be Trained?
This is a common question and one that is very easy to answer. Without a doubt, the maximum benefit to a company occurs when EVERYONE in the company is customer Service Trained.
Now, I know a bunch of you reading this are saying "Yeah, of course he would say that. He sells Customer Service Training materials!" Well, let me explain to you just WHY everyone should be trained:
Think of the entire customer experience as a big chain. From the time you first meet the customer until he has received and paid for his product, every step of the process is one link in the chain. What happens if any link in that chain should fail? The entire chain falls to the ground!
In the case of satisfying a customer, if you give him accurate and fast service, identify his exact needs and give him the perfect product at a great price, but the delivery crew arrive with it broken in a million pieces, or arrives on the wrong day when no one is home, how satisfied do you think the customer will be? What if you did everything perfectly but the billing department charged them double on their credit card? Or if the service technician servicing the product a month later says the wrong thing to the customer?
Every part of the chain must be done correctly or the chances of an angry customer go up dramtically! Because of this, it is critical that everyone who is part of the customer experience, or supports the customer experience, be trained in how to think like a customer and how to treat a customer. In other words, all those people need Customer Service Training! Do you see now why it just makes sense to train everyone? If you handle the training right, the cost is very reasonable. You don't have to invest in expensive seminars or lose people for days off to take those seminars! In some cases it can be done in-house or through the self-paced method of training.
It's easy to think that only those people at the customer service desk be trained because they handle the complaints. but it is when everyone is trained in Customer Service that the number of those complaints dramatically falls down. Way, Way down!
Now, who do you think should receive customer Service Training????
Yeah, we think so too..............
