We are all in the Customer Business

When it comes to customer service everyone knows it is important and many companies think they are doing a good job at it.  But are you sure the philosophy of excellent customer service is consistent at every customer contact point throughout your company?

From your receptionist, to sales teams to service and fulfillment, is everyone who deals with your customers delivering the same message or are your customers getting different treatment depending on who they are dealing with?

Customers expect the individuals they deal with either in sales or customer service to be knowledgeable as well as efficient.

How you invest in training your employees directly impacts the customer’s experience and in turn, retention of your customers. Anyone can sell someone once, great companies do it over and over again because they focus on how to keep their customers long term.

After a bad customer service experience:

• 86% of consumers tell others (e.g. friends, family, co-workers)
• 20% of consumers post negative comments (e.g. blogs, Facebook, Twitter).

• 15% of consumers will stop doing business with the company.

Accenture’s 2009 customer satisfaction report

If managers are not organized, clear with what is expected, able to train their staff or hold people accountable, then how can you expect great results?

If teams don’t understand expectations, know their products inside and out, work together towards the same goal or communicate effectively, then how can you expect great results?

If your support systems are not “supporting” your employees’ efforts, then no matter how talented your employees are, if they end up fighting these systems daily then how can you expect great results?

Improved Performance Solutions specializes in management training, team building , training processes and phone skills training for sales teams, call centers and customer service personnel, no matter how small or large your organization is.

Let IPS be your coach. We can help you identify and resolve any issues that may be blocking your path to success so you can focus more fully on achieving your short and long-term goals.