News: Customer Service/Care
Customer service training helps keep customers loyal
10 December 2007
The key to developing customer loyalty is providing service that exceeds expectations, and customer service training is a great way to increase a company's chance of being able to do this.
Speaking to the Chicago Tribune, Lina Berke of Taylor Performance Solutions in the US said that managers should take a long, hard look at everything that their customers see, from the front desk to the car park, and consider how you would see it if you were a customer.
"It's when you exceed customer expectations that you develop loyal customers," she said
Shep Hyken of Shepard Presentations pointed out that it is far more expensive to find new customers than it is to keep existing ones, so customer service should be tip-top to make sure that people stay loyal.
Training helps because it can improve the attitude of customer-facing staff.
"In most cases, if you look at your worst customer experiences and your best, a common trait between the good and the bad is the attitude of the person you're dealing with," said Mr Hyken.
