Equipping your front-line customer service staff with the right skillsets through customer service training can lead to higher customer satisfaction which builds customer loyalty and results in recurring business. Better customer service could also increase sales with higher sales conversions directly impacting revenue and profitability. Here are such findings from recent studies:
20%
Harvard Business Review (2023): Companies investing in customer service training see up to 20% higher revenue growth than competitors.
89%
Salesforce (2023) states that 89% of consumers are more likely to make repeat purchases after a positive service interaction.
73%
PwC (2023): 73% of consumers consider customer experience a key factor in purchasing decisions.
25%
Bain & Company (2023) estimates that increasing customer retention by 5% can boost profits by 25-95%.
Front-line service staff are more than brand ambassadors for your company, they also perform the critical function of shaping your customers’ experience which has a direct impact on customer retention. At ARK Leadership and Learning, our curated training content and experienced trainers can equip your customer service staff with effective skills to help their raise their service levels.
1
Learn the concept of the “3Vs” of customer engagement and how to apply them through roleplays that simulate real-life customer engagements.
Helping your service staff to adopt a more customer-centric mindset by understanding their customer’s needs, pain points, expectations, and preferences.
Training your employees to focus on solving customer problems and meeting their needs to create positive experiences.
Understanding the customer journey to encourage employees to be more proactive in anticipating customer needs and preventing potential issues.
2
Our trainer will provide simple yet effective guidelines on how a customer officer can communicate clearly and effectively with their customers. For example:
Focus on clarity, conciseness, and professionalism in both verbal and written communication (email, chat).
Importance of using positive language and avoiding jargon that hinders understanding. Explain complicated matters using simple, layman’s terms.
3
The concept of “levels of listening” is crucial for improving customer service training and fostering better customer engagement. Learn how to incorporate these skills through feedback and coaching by our trainer.
Adopting behaviours and techniques that make your customers feel heard and understood, and they have your full attention.
Understanding and acknowledging the customer's feelings to create a stronger emotional connection with the customer.
Delving deeper to grasp the underlying meaning to anticipate customer needs, proactively address potential issues, and provide more tailored solutions.
4
Providing effective training to enhance the competencies of your frontline customer service staff not only improves your customers’ satisfaction, it also has a direct impact on the morale of your customer service staff. Building a frontline customer service team that delivers top-notch customer service is your first step towards cultivating a culture of service excellence for your company.
We have the expertise to improve your customer service levels to achieve better customer satisfaction and retention. Our consultants have over 20 years of experience in equipping front-line customer service staff with the right skills for our clients. Contact us at +65 6604 6330 or Email us at llearning@arkgroup.com.sg for a discussion on your business’s needs.
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Email: llearning@arkgroup.com.sg
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