The United States has nearly 28 million small businesses, each one competing for customers, attention, and market share. What makes one business succeed while another one closes? One key factor is how they treat their customers.
Customer service is vital to any business, across any industry. Whether you’re a solopreneur or a thriving multi-chain business, at some point, you’ll be expected to interact with customers. How you treat them can affect whether they continue to purchase your products or services, or take their business elsewhere.
Customer Service Training: What Is and Isn’t
Customer service training is more than having employees read through a manual or sit through generic training videos in the break room.
Fortunately, there are many great training programs available today. You can host training with a professional, take your team to an offsite location for training and team building, or find webinars and online training modules that will simulate potential customer interactions and help employees understand what’s expected of them.
Teaching your employees how to truly value customers and share your company’s values with each interaction can have a multitude of benefits for your business. Here are five benefits we’ve experienced as a result of quality customer service training.
Proper training means your team members can be up to 20% more productive while on the clock. Employees who are well-trained work faster and more efficiently. This means faster service for customers, but also better problem solving and more time for behind-the-scenes tasks like stocking and inventory.
When your team is well trained, they are more engaged with one another and with customers. Improving employee engagement lowers absences, decreases turnover, and improves productivity. When customers engage with employees, they’re more likely to spend extra time in the store, make impulse purchases, and remain loyal to your business.
Every business wants a five-star review. Customer service training sets clear expectations for your team and teaches them how to be proactive in nearly any situation. Help your employees provide stellar service, and customer satisfaction ratings will go up.
Great customer service training is about more than customer interactions - it’s about knowing where to place impulse purchases, and when to upsell products or services. For those in retail, this is especially vital. Take time to train all employees on the art of upselling, and show team leaders how to place impulse items on end caps and checkout displays for an easy sales boost.
Increased Retention & Loyalty
Good customer service training and customer loyalty go hand-in-hand. When employees are well-trained, they are more likely to provide the kind of service that makes customers walk through your doors again and again and encourage their friends to shop with you. Customer service training can increase your word of mouth advertising, customer satisfaction, and customer loyalty - that’s the best return you can ask for!
Boost Your Bottom Line with Customer Service Training
Handy Store Fixtures has been helping small businesses succeed since 1952. Like most businesses, our methods and strategies have evolved with technology and the changing times. One thing that hasn’t changed is our commitment to providing excellent customer service. We know firsthand that making the customer experience a priority improves satisfaction, amplifies productivity, and increases your bottom line.
Don’t let another day go by without investing in proper training for your team. Good customer service training makes for happier customers and happier employees - and that’s a win for everyone.