The financial performance and success of any company largely depend on the popularity of the brand / trade name. A company’s service culture and the professional level of the customer-oriented services are among the key components for achieving popularity. A specialized training is a solution for the successful introduction of the high level of standards of the customer service. Such training allows your employees, who are engaged at the most various levels of the company structure, to get all necessary qualifications with the minimal financial expenditures and in the shortest time possible. This applies to all the company’s departments, starting with marketing departments and up to the after-sales service and service departments.
Shortcomings in the operation of the customer department result the general undesirable consequences for the company. An unhappy customer is, first of all, a lost customer. According to the analytical study, a customer who has experienced poor quality service usually returns to the company no earlier than in 5-7 years period. Moreover, it is obvious that this client will not recommend your company to others, but, on the contrary, he can put negative feedbacks in the various social media, as well as share his negative experience with his environment.
Customer service – why the proper training is necessary?
As it has been already mentioned above, the quality customer service became the most important component of the overall success of the business and the company team as a whole. Availability of the more attractive or economically competitive goods is no more a significant factor. The consumers want to get more – the attentive and individual approach. Thus, a company can reach its highest results only under the condition of the provision of quality customer service.
Let us see McDonald’s as an example. When you enter it (regardless of the country and location), you expect the same quality of products as well as prompt and qualitative services. If you will have to wait for your order for a long time, the cashier will constantly overlook your orders and provide the food you did not order, you will be likely to leave the place very soon. What has changed? The product remains the same. However, the quality of customer service has decreased and you do not want to buy the product any more. The McDonald's Corporation clearly understands the importance of this component, and that is why this fast food chain enjoys high levels of success. The company has the well-established and stringently followed system of training its personnel on quality and standards of the customer service.
This example proves that the service quality is exactly what makes a business to be successful. The question logically arises on to how to develop and introduce your own essential service standards.
The answer to this question is the specialized courses and training programs, which are provided by the Atton Institute. Our Institute offers all the training activities that are necessary to know how to provide the high-quality customer service irrespective of whether you represent a large or a small company and regardless of your business sector.
The education is organized in such a way that all the employees that are engaged in the various levels of a company structure can choose the most appropriate courses. For example, secretaries can opt for the fundamentals and etiquette of customers’ correspondence; the sales department employees — for the customer communication skills; the back office employees — for the provision of the after sales customer service and the efficient conflicts resolution.