The Benefits of Customer Service Training

Customer service training will improve the experience of your stakeholders and the profitability of your business. Any business will tell you that without customers, there isn't a business. Respecting the consumer as the real driver of your business' success is key.

Especially for businesses where service skills and communication skills aren't taken into account during hiring, that's where customer service training comes into play. Providing excellent C.S. has many benefits and the importance of providing outstanding customer care is something that should never be under-emphasized. Some of the benefits of customer service training include:

* Improved customer satisfaction. A study conducted by CompTIA, the technology industry's largest trade association, showed that customer satisfaction scores improved an average of 9.5% following customer care training by Impact Learning Systems.

* Improved customer retention. Aspect Software's latest satisfaction index indicated that customers who reported exceptional service were nearly 33% as likely to say they would do more business with a company in the future. Nearly 75 percent who had a bad experience said they would do less business; 60% said they would do significantly less.

* Reduced staff turnover. The top reason for employee turnover is lack of training according to studies published in numerous business journals, including The Harvard Business Review. And satisfied, well-trained employees have been shown to provide better service and receive higher scores in customer satisfaction.

A 5% improvement in customer retention can cause an increase in profitability between 25% and 85% (in terms of net present value) depending upon the industry. (Reichheld and Sasser).