News: Customer Service/Care
Customer service training 'is a strategic weapon'
28 July 2009
Customer service training can be used to develop a strategic weapon for companies, an expert asserts.
Vincent Deschamps claims that this can be a tool creating growth opportunities and competitive advantages for the company.
It is crucial for the organisation to be completely aligned around the vision of consumer care's central role, he states.
"The company may want to focus on retaining its best customers, improving the loyalty of its second-tier customers or upselling its customers," he asserts.
Mr Deschamps also suggests that customer service training should focus on the experiences of clients, whether by making phone calls as short as possible or by providing self-service capabilities.
He adds that it is important to look after agents in charge of providing consumer care, as this can often ensure a higher level of performance.
Dan Bower, writing for the Durango Herald, recently claimed that management is responsible for a business' consumer care, as they are the ones who implement customer service training.
GA Training provides customer service training as one day public courses or tailored in-house course solutions totally relevant to your individual circumstances. Whether you are in the public or private sectors we will find the right course solution for you. We work regularly with all organisations from blue-chip private sector to local authorities.
