When spending money on training and developing staff, one of the main goals of a company is to maximise their Return on Investment (ROI). A key way to achieve this is by investing in good quality training especially in the area of customer service. By improving your teams’ customer service skills, you can increase sales, customer retention, and brand reputation, all of which contribute to a high ROI.
Improved Sales
Studies show that providing an excellent level of customer service can lead to increased sales. Customers are more likely to make a purchase when they have a positive experience with a company. In fact, according to a study by Gladly, 68% of people reported they are willing to pay more for products and services from a brand known to offer good customer service experiences. By investing in customer service training, your employees will learn the skills they need to provide exceptional customer interactions leading to more sales.
Improved Retention
Customer retention is essential for business success. Retaining existing customers is cheaper than acquiring new ones, and satisfied customers are more likely to make repeat purchases. In fact, research from The Harvard Business Review shows that increasing customer retention rates by just 5% can increase profits by 25%. By investing in customer service training, your employees can provide the kind of positive experiences that lead to satisfied customers who are more likely to return.
Improved Brand Reputation
Your brand reputation is everything. A good reputation can attract new customers and help retain existing ones, while a bad reputation can drive customers away. When your frontline teams receive the right kind of training, they are equipped to provide the kind of exceptional service that leads to positive customer reviews.
In conclusion, investing in customer service training can lead to improved sales, retention, and brand reputation, all of which contribute to a higher ROI.
By providing exceptional service, your business can attract and retain customers, leading to increased revenue and profits.
How We Can Help
The Customer Service Excellence Course: Modern Customer Service Training for a Changing World.
The course is designed to be a training and coaching resource for corporate organisations across retail, hospitality, financial services and more.
Get in touch to book a Discovery Meeting to see how we can help your frontline teams to shine with our course.
You can also send us an email using the following address:
hello@theexperiencecorporation.com.
Alternatively, send me a message on LinkedIn.