“Your most unhappy customers are your greatest source of learning.” – Bill Gates
As the maestro of Microsoft points out in this quote, getting things wrong in business can be a valid learning experience. Trouble is, it can also be costly. Those mistakes might lose you customers, even ruin your reputation. Nimble Elearning have a better solution… train your staff to avoid making those mistakes in the first place!
According to a study by American giant, McKinsey, 70% of buying experiences are based on how the customer feels they are being treated. And, it’s that same customer experience which helps retain the customer after their first experience; according to a survey by Right Now Technologies, 73% said they preferred a brand with ‘excellent customer service’.
These statistics illustrate one more point which highlights the importance of providing the best customer service. It’s more cost effective to retain a customer than it is to find a new one. Research by Accenture calculated companies in the US made an annual loss of $1.6 trillion when customers left because of poor customer service. According to Bain and Company, businesses that deliver better customer experiences obtain revenues between 4% and 8% above their market share.
And customer loyalty can save you money. In the Harvard Business Review, it claims new customers can be up to 25 times more expensive than retaining existing customers.
Excellent customer service is therefore cost effective, better for business generally, and goes a long way towards maintaining a positive brand image. The logical conclusion is to invest in ensuring the workforce know this too.
Training your workforce is essential
Nimble’s Customer Service Essentials course is an effective way to communicate this message. It covers a wide array of topics that help everyone understand how best to relate to customers:
- Customer loyalty
- Effective communication
- Verbal and non-verbal communication
- Face-to-face, telephone & written communications
- Customer service skills
- Personal impact
- Building rapport
- ‘Customer first’ attitude
- Managing customer expectations
- Customer service toolkit
- Dealing with complaints
As with all Nimble courses, this training is certified by the CPD Certification Service and qualifies in annual CPD requirements. It takes an hour to complete, and because the course can be used on a mobile device, training can take place when it’s convenient to the trainee. And, at only £16 per learner (bulk discounts available), it’s a price that can save the company a great deal of money whilst helping to retain a positive brand image.
Though Bill Gates created a huge business empire, his point about learning from your mistakes may be only partly correct. There are huge risks involved in getting customer service wrong. By all means learn from it, but better still, train the workforce to avoid making those mistakes in the first place.
Click here to try out a demo of our Customer Service Essentials course now!