It is all about better communication resulting in a better customer experience.
It’s a no-brainer that bad customer service will cost your company business. But it turns out employees’ behavior toward each other can affect your bottom line, too.
So the question is: are your employees properly job ready trained in the areas of dealing with difficult customers, meeting consumer needs, the art of customer service, listening under pressure, workplace ethics, email etiquette, social media at work, and bullying in the workplace?
A well-known study of retailer Sears revealed that a five-point improvement in employee attitude results in a 1.3% increase in customer satisfaction, which then drives an 0.5% increase in company revenue.
Which is why LearnKey’s 2017 video-based training series on customer service is the perfect solution for your organization. It’s relevant for today’s workforce, high quality, available anytime/anywhere, and can help you deliver a solid ROI for both your business customers and, most importantly, your employees.
In today’s digital world it’s all about the customer experience:
What is customer experience and why is it important?
Customer experience is your customers’ perceptions of how your company treats them. These perceptions affect their behaviors, build memories and feelings, and may drive their loyalty. In other words, if they like you and continue to like you, they are going to do business with you and recommend you to others. Note: If one of your customers has a bad experience there is less than a 10% chance they will tell you about it, but they will choose not to do business with you in the future.
Why should you focus on improving your customer experience?
According to a recent walker study, by 2020 customer experience will overtake price and product as a key differentiator. By now it should be clear that customer service can no longer be relegated to the basement of your brand’s focus. It must be front and center of your organization, alongside marketing, as a priority focus for customer interaction and retention.
Contact us today for a no-cost proof of concept on how this training can improve your ROI.