Customer Service: How to Promote Excellent Service Among Your Staff

Course Description:

The objective of this online training course is to prepare supervisors to train and encourage their employees to provide the highest level of service to all customers. At the end of this training session supervisors will understand what customers expect from their employees, be able to create a customer-oriented focus in their department, and train employees to deal effectively with customers’ problems, and improve overall customer satisfaction.

Why “Customer Service: How to Promote Excellent Service Among Your Staff” Matters:

• Studies repeatedly show that companies with high service quality garner a bigger market share and greater profits than those who fail to emphasize customer service.
• All employees have customers. Even if they don’t work in customer service or deal directly with the company’s customers, they have internal customers within the organization.
• Employees must also be able to resolve customers’ problems successfully in order to exceed expectations. Customers appreciate a genuine effort to handle a problem, even when it can’t be resolved completely to their satisfaction. Solving an external customer’s problem will usually increase loyalty to the organization. Failing to solve customers’ problems could cause those customers to take their business elsewhere.
• It can cost up to five times more to attract new customers than to keep current customers. And competition for customers becomes stiffer every year in a tough global market.
• Loyal customers help attract new customers. When they are happy doing business with an organization, they recommend its products and services to other people, which is free advertising.
• Satisfied customers are not only more likely to be loyal to the organization but also less likely to complain or enter into disputes with the organization that could end up in court.

Key Points:

• All employees have customers—either internal, external, or both.
• Supervisors play a central role in developing and maintaining a customer-oriented focus among employees.
• When internal customers are satisfied, the organization runs at peak efficiency.
• When external customers are satisfied, they keep doing business with the organization.
• All members of an organization depend on satisfied customers for continued success and prosperity.