Whatever the business or industry you are in, at some point you are going to find that there are those outside your organisation who will gauge the quality of your service provision. This is done for a number of reasons which may be financial or even preferencial, but no matter the reason, it takes place almost everyday.
More often than not, based on key industry monitors, businesses spend a vast amount of money attempting to entice new customers, and end up with a 25% customer turnover. Brand new, flashy advertising, slick branding and product placement all play key roles in the fight to bring in new customers. Yet a surprising factor often overlooked is that it takes considerably less money to keep the customers you already have.
The central aim of effective customer service and of call centres is to retain customers. If a company can retain its customers, there are particular benefits that come into play. Refferals, staff motivation, business expansion, industry best practice, even acknowledgement by the industry itself all lend themselves to the idea of developed and demonstrable customer services training.
BS 8477:2007 sets out essential principles for establishing and maintaining effective customer service and provides recommendations on applying these principles.
Having an industry standard is an important factor in understanding the needs of your customers. Storm Training have designed a training package that not only understands the principles, but seeks also to enable your staff to go beyond what are essentially the expected level of service provision, and be equipped to provide a seamless representation of your business, so as to ensure that your customers don't just come back to you, but come back holding the hands of new people to bring about year on year growth for you and your company interests.
To discuss how we can best help with your needs, or for details and bookings for this course just email info@myndrevolution.co.uk |
