Online Customer Service Training Taha Ashf Excellink and If T Tips Of Customers

Good customer service training provides everything you need to make your business stand out. Imagine that you bought some small serving tables from an IKEA store far from home. When you get home and open the boxes and packaging, you discover that one of the pieces of furniture is scratched or broken. What will you do then? You will have three options: either start your car and drive before the end of the day to return the defective product. Or contact customer service to get a replacement product. Or give up and simply throw it in the trash can if it cannot be repaired, which is the hardest part! Of course, you will resort to the easiest option, which is to contact customer service to remedy the situation and ensure that you do not waste your money in vain. So what does customer service mean? And how can it help you solve your problems?

Customer Service Training Concept:

Customer service is defined as the follow-up and interaction between an employee and a customer, whether through direct communication (face-to-face) or indirect communication such as communication via phone calls, social media, and email. These interactions can be to solve a problem for the buyer, as in the previous example, answer an important inquiry, or help in taking an action. Therefore, all of these cases are services provided to customers by employees. To enhance their positive impression of the company or store. No company is without competent employees who provide the necessary support to its customers.

Today, an experienced employee has become a requirement for many companies. According to (slideshare.net), approximately 73% of customers stated that the reason for their loyalty to brands is due to customer service training. Successful customer service training should include training on continuous communication with the customer by activating waiting techniques or transferring to another employee, and committing to complete honesty with him. Listening to him and working to solve his problems to reach the level of satisfaction, and ensuring that a service exceeds his expectations.

The importance of customer service training:

Companies compete to provide an excellent experience for their customers. From product quality to providing information about it and providing assistance provided by customer service employees. If you have a successful team, this will reflect positively on your company’s performance and save you from paying for some expensive marketing campaigns. We can put a simple equation: (Good customer service + satisfied customer = growth and sustainability). And the matter does not stop here, but extends to:

Increase in revenue:

Customer service is no longer seen as a waste of money, but rather as a revenue booster. A study found that 84% of companies that focused on improving customer service saw an increase in revenue. This means that consumers are increasingly turning to brands that provide good customer service. That’s why financial services company Discover made an ad campaign that said a customer service representative was the one who responded to the customer, not a robot.

Reduce marketing costs:

Loyal customers are the best marketing tool that helps you increase your reach and reduce marketing costs. This is because the cost of acquiring a new customer is five times more than the cost of retaining an existing customer, in addition to that, a 5% customer retention rate leads to an increase of 25% to 95% in profits. A loyal customer will help you attract more customers by introducing your brand for free.

Customer service training courses improve your company’s reputation:

In a statistic by the Groove platform, it was shown that 55% of the company’s customers became permanent customers because of their good reputation in customer service. Also, when the customer receives a service that meets his expectations, he will share his wonderful experience and contribute to bringing more customers. Likewise, poor service means that the company does not care about meeting the needs of its customers. This results in negative effects represented by the rapid spread of bad brand news, a continuous decrease in customer value, decreased revenue and conversion, and loss of customer trust. Customer service is considered poor when:

• The customer and his feedback are ignored.
• Not providing means of communication between the employee and the customer.
• Delay in responding to customers or responding long after a request for assistance.
• Disrespecting customers’ time.

Reflects your brand:

The customer service team’s treatment is the impression that will remain in your customers’ minds about your company. This is because they are in constant contact with them, through them, you can influence your customers, guide them, or convince them and convey the idea you want about you. In the absence of a customer service team, you will not be able to communicate with your customers and follow up with them. If you want to build a strategy to introduce your brand, improving customer service must be part of it. Excellence in Customer Service Advanced Level Customer Service Staff Training and Schedule and Fees Usd Schedule and Fees Location and Date Helps Strengthen Your Customer Service.

Continuous customer service training increases customer lifetime value (CLV):

Meaning it increases the total amount a customer is expected to spend. Good customer service training encourages buyers to engage more with the brand. Such as repeat purchases, trying new products, and sharing their experiences with others. You can then ensure that the customer fully trusts the quality of your product. Customer lifetime value is also an important factor in the profitability of every company because of how much it costs to acquire a new customer. Therefore, your ability to retain one repeat customer will make you invest instead of spending to attract new customers. Determining the CLV helps you know which customers buy the most, distinguish the most profitable products, and thus focus on both.

Customer classification and types:

Because all sales operations are based on customers with different personalities, there is no escape from dealing with them and understanding their problems. The success of any project is also linked to the ability of the customer service employee to understand the customer’s characteristics and transform sensitive situations into strengths for the company. Every employee must meet one or all of these customers:

Loyal Customer: This customer is a real treasure. Because he realized the value of your product, he committed to ordering it whenever he needed it, and most of your income comes from him. It is important to know that he went through several stages until he reached the stage of loyalty to you.

The confused (hesitant) customer: is the one who is always confused between making a purchase decision or not. He sometimes ends up not buying, because he does not know exactly what he needs and may not know what you are offering. Any word out of place may increase his confusion even more.

Deal stalker: You may be stalked by this type until you announce a discount on one of your products. This customer shows up to take advantage of the discount and buy, you may see them asking about the price before knowing any other details.

In addition to other qualities such as:

The Aggressive Customer: During customer service training, you will learn the characteristics of this customer, as he does not have enough patience until you answer his question or fulfill his request. He quickly gets angry and refuses to buy, and the chances of discussing with him are very small. His behavior tends to be aggressive and always wants to get in trouble and provoke.

The confident and calm person: He knows what he needs, how you can help him, and what services you provide. He has a general idea about you, which makes him go to you specifically. He also discusses with you with great confidence, appreciates that you are working for him, and can separate his feelings from the public interest.

A man of few words: He may send you an inquiry and leave, and you think he will not return, and then he surprises you by ordering the product. He may simply answer your questions with yes or no without engaging in discussion, so you cannot know what he is thinking quickly. Because he is silent and does not comment positively or negatively. Failure to adapt and master the art of dealing with different types of customers may lead to losing a potential customer. Which means predicting the deterioration of the company’s future in the long run. According to SuperOffice, poor customer service will make 13% of customers share their experience with 15 or more people. The best solution to know how to deal with different customer types is to educate employees and invest in their training. You can join our customer service training from Khutana to put you on the right path.

Strategies to understand your customers better:

The most important rule is to put yourself in the customer’s shoes and think seriously about what he needs and how you can help him make a purchase decision. This is done through a set of tools that help you gain a deeper understanding of customer movements and interests, such as:

Hotjar is a tool that lets you track customers on your site. It provides heat maps to see what’s getting high interest, recordings that capture visitor movements, a feedback monitoring tool, and advanced statistics.

A chatbot tool that helps you communicate with customers who have simple problems and questions through automated conversations. So you can delegate it to answer the easy tasks and free up time for the more difficult ones that require human presence.

Mention is a tool that allows you to know what people are saying about your brand on the Internet and social media, and to know their impression and satisfaction with your services. It allows you to monitor more than a billion diverse sources between articles, forums, and websites. It also provides the ability to schedule posts publish them on different channels and monitor what is being said about your competitors. Try to take a close look at the market to know which product is receiving the most attention. Make sure to provide a comments feature on your website or store to determine their needs and what is being said to you.

So customer service training is the cornerstone of any company’s success. No matter how high the quality of your product is, it is impossible to cover up poor customer service, because it is ultimately part of your brand and customer perception. Through a customer service employee, you can reach multiple customer segments and meet their needs until they become loyal to the company. There is a famous saying that says: “We do not do a favor when we serve the customer, but the customer does a favor when he allows us to serve him.”

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