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Delighting Customers Through Customer Services Training

Mar 16, 2008
One thing that the entire population has in common is that at some point we have all been a customer. The customer interaction is one of the most important elements of business yet it is surprising how many organisations spend little time or resources on customer services training.

There are so many varying elements when dealing with customers that if you were to ask 100 people about their experience in a specific shop it is highly unlikely that their experiences would be the same. This would not be a problem if everyone was pleased with the experience but the chances are a proportion will not be.

Organisations seem to forget the customer interactions that the public receive are likely to be the lasting impression in the customer's mind, so surely it makes sense to invest in customer services training.

With increased competition, adding value to the customer through customer services has become a popular way of beating competitors. Customer services training has moved a long way since the 'now have a nice day' era, which is a great thing as many people found that form of customer service patronising and fake.

Since the turn of the century, there has been a growing trend to put the customer at the heart of all organisational objectives and activities. This has led to organisations demanding on training customer servicesthat not just meets the customers needs but exceeds their expectations. A learning and development specialist with a number of years experience has seen many organisations strive for this goal and achieve great rewards.

Whether it is a refresher course to brush up on existent skills or a complete overhaul the investment in customer services training has made invaluable contributions to many organisations.

This type of training is no longer restricted to the classroom. Many organisations are opting for experiential events - placing their employees in situations that actively help them learn and use their new skills in a fun and interactive way. Employees need to really believe in the customer training that they are taking part in for the programme to make a real difference and ensure the transfer of learning.

When employees are embracing and enjoying their learning, creating a buy-in to the learning is a lot easier, which leads to very positive results for the individual, the organisation as a whole and more importantly the customer.

Customer services training is not a new concept, with the level of its importance fluctuating over time. It is now recognised that this type of training should always be high up on an organisations agenda; after all, it is the customers that decide if an organisation is going to be successful, so enhancing the service provided to them is just common sense.
About the Author
Shaun Parker is a leading expert in sales training and customer services training For more information go to http://www.righttrackconsultancy.co.uk
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