News: Customer Service/Care
Customer service training 'better than scripts'
03 June 2009
Customer service training is a more reliable way of improving consumer care than providing scripted conversations, an expert asserts.
Kevin Stirtz, of the Stirtz Group, claims that friendly people provide a far higher level of satisfaction than those complying with inflexible and predetermined lines.
He claims that forcing people to conform to these strips them of their individuality and results in flat communication.
"They focus on following the script rather than on listening and responding naturally. Their ability to listen and learn how to help their customer is substantially reduced," he asserts.
Mr Stirtz says that these are the key areas where consumer care can excel, which highlights the need for customer service training.
He also advises employers to look for friendly people for positions of this type, suggesting taking them to dinner and observing how they interact with the waiter and staff.
LDPBusiness.co.uk recently reported that the application of customer service training is one of the things which remain in consumers minds after the end of the transaction, increasing the chance of retention.
GA Training’s customer service training enables individuals and organisations in both the public and private sectors to provide exceptional levels of service at each and every customer touch point. Our customer service solutions cover all elements of customer contact from telephone, face-to-face and in writing and ensure consistently high standards throughout.
