Providing quality customer experiences is a huge competitive advantage in today’s market. In fact, the quality of service you provide has a direct impact on your organization’s growth and revenue. You might be surprised to learn that 86% of customers would pay up to 25% more to get a better customer service experience (1).
Retaining customers is also less expensive than acquiring new ones. Repeat customers tend to spend more than new customers. Recent studies have shown that returning customers spend as much as 67% more than first time customers (2). Consumers who have positive experiences are also more likely to share them which helps you build a positive brand reputation and attract new business.
One of the best you can improve the quality of customer experiences your organizations provides is by investing in a comprehensive customer service training program. Providing your sales representatives and customer facing staff with training will ensure that they have the essential skills needed to provide quality service.
Infopro Learning has more than 20 years of experience in creating business aligned training solutions that unlock human potential. We recently created an online customer service training program to help one of the largest technological corporations in the world boost their customer satisfaction rates.
The web based customer service training program was developed using experiential learning. The program highlights of this program can be divided into 3 phases.
The first phase was the research phase that focused on identifying the key learning objectives for the program. The second phase was about planning and mapping out the learning journey for 2 different customer service roles. The third phase was the development of the life like scenario-based simulations for both learning paths.
Phase 1 Research
The project began by researching the entire sales process to identify which areas and topics needed to be addressed during training. It was decided that the training would cover the whole customer service journey and focus on 6 key learning objectives including the following
- Delivering the best customer service
- Understanding the moment of truth
- Evaluating service performance
- The dispatch process
- Preventing and resolving scheduling errors
- Dealing with difficult customers
Phase 2 Planning
During this phase two individual learning paths were created for different customer service roles that interact with customers in different parts of their journey. This ensured improved quality of service throughout the entire customer experience. Creating two individual learning paths also kept the content relevant to learners increasing engagement and knowledge retention.
Phase 3 Development
A scenario based training program was then developed using life like simulations to help the employees learn the skills they needed to improve the quality of service they provide. These simulations started with a video introducing the topic. The learner was then given an opportunity to try and practice a new skill. Each module was then completed with an assessment to gauge learner progress and understanding.
The program results were astounding and helped the organization improve performance in many different ways. The sales team and customer service staff had increased confidence and skills after participating in the training program. The training had been successful in bridging the gaps in knowledge and employees had a better understanding of customer pain points. This also helped improve both sales and the number of customer resolutions.
Customer satisfaction rates were measured 3 months after the training was implemented and it was found that the customer service program greatly improved their customer satisfaction rates. They also found that their employees improved skills had also positively impacted customer loyalty and feedback.
Improving the quality of service your organizations provides directly impacts your revenue growth. 70% of purchase experiences are based on how customers feel they are being treated (3). A single positive experience can help your organization gain a loyal customer relationship, win more sales, attract new customers and elevate your brands image.