Page 20 - INSIGHT MAGAZINE_Neat

BRIAN'S BLOG

Elevating

customer

service key

While running a business, it's
easy to get caught up in the
complexities of the day-to-day
operations surrounding production, Unique experience 5. Emphasis on Quality: Employees must
quality control, and supply chain He says differentiation and creating a prioritize delivering quality service that
management. unique experience are important. reflects the company's commitment to
However, one aspect that often takes a “From the time that customer makes that excellence.
back seat but is equally crucial to success first call, to the way the order is handled, 6. Personalized Service: Training
is customer service. Exceptional customer and the acknowledgement sent, you need should emphasize the importance of
service is a critical component of operating a consistent process, making sure clients or understanding each customer's unique
a business and providing employees with customers receive similar treatment from requirements and finding ways to meet
the right training is essential to meet and all employees.” them effectively.
exceed customer expectations. Frank says developing a customer service Benefits of Effective Customer
“If people are not well trained, that’s going training program doesn’t have to centre Service Training
to have an impact,” says Frank Newman, on videos and that assigning a ‘mentor’ 1. Enhanced Customer Satisfaction: Well-
owner of Newman Human Resources to assist new employees navigate the trained employees can address customer
Consulting. “There are a lot of opportunities workplace can be a benefit. concerns with confidence, resulting in
for people to go through formal customer higher levels of customer satisfaction.
service training and we know that makes “Sometimes, the best way to train someone Happy customers are more likely to
such a huge difference.” is often through storytelling. People learn become loyal customers.
by examples.”
Customer service is not just a necessary 2. Customer Retention: Satisfied customers
requirement but a strategic investment that The Essentials of Customer Service are more likely to return for repeat
can assist businesses – in all sectors – the Training business. This reduces the need for costly
opportunity to build lasting relationships, Comprehensive customer acquisition efforts.
foster loyalty, and ultimately, drive long- 1. Product Knowledge:
product knowledge enables them to
term success. answer customer queries, provide 3. Positive Brand Image: Exceptional
Acknowledging clients valuable insights, and recommend customer service contributes to a positive
brand image. When customers receive
“You really want to drive home a customer suitable solutions. excellent service, they're more likely to
service mentality in all your staff because 2. Effective Communication Skills: Clear recommend your company to others.
every sale is important,” says Frank, adding and concise communication is a vital 4. Competitive Advantage: In a crowded
giving employees the autonomy to make skill in good customer service. Training manufacturing industry, excellent
decisions benefits the customer experience. should focus on teaching employees how customer service can be a unique selling
As well, he says acknowledging a client or to communicate complex information point. It sets your business apart from
in a way that customers can easily
customer – perhaps with a thank you card understand. competitors who may focus solely on the
or phone call - after the transaction has product.
been completed can also go a long way to 3. Problem-Solving Abilities: Employees 5. Increased Sales: Happy customers are
building professional relationships. need to be equipped with strong problem- more likely to make repeat purchases
“The follow through is very important to solving skills to address customer issues and buy additional products or services,
efficiently. This includes not only finding
show how you go above and beyond in your solutions but also preventing similar resulting in increased sales and revenue.
business,” says Frank. “Ultimately, you want problems from arising in the future. 6. Reduced Costs: Effective customer service
to surprise and delight your customer and can lead to a reduction in customer
offer them a little bit of the unexpected, 4. Time Management: Customer service complaints and returns, which can lower
especially in an era when so much customer training should include time management operating costs.
service is you pick up the phone and wade skills to ensure that customer needs are
through five different phone menus.” met promptly without compromising on
quality.

20 Winter 2024 www.cambridgechamber.com