7 REASONS WHY YOU NEED CUSTOMER SERVICE TRAINING

ARE YOU A BUSINESS OR CORPORATE IN KENYA? 7 REASONS WHY YOU NEED CUSTOMER SERVICE TRAINING.

In Kenya, businesses and corporates have not taken customer service training seriously enough and customers have ended up settling for bad service. It is a fact that excellent customer service catches most Kenyans by surprise due to their low expectations, mostly subconsciously.

Customer service training in Kenya is a necessary ingredient for any business which deals with people and thrives on customer satisfaction. The business owner clearly cannot be the one to attend to all customers' needs; therefore, there is a need to have a customer service department which communicates with customers, solves their problems, and further impact the positive reception of the business by the public, which includes customers and non-customers.

Customer service training is basically for employees, especially customer service attendants and officers. It helps them to understand the value the business achieves through customer satisfaction. It also helps employees understand the rubric of driving sales through customer service, which is, attending to customers' needs and ensuring that they achieve their goals of patronage.

Customer service training could typically cut across all departments in a business or organization since they work holistically rather than as separate units towards a uniform goal.

?What is Customer Service Training?

Customer service training is equipping employees with the necessary skills and knowledge that they would utilize when dealing with customers. Agreeably, there are various kinds of customers whose goals of patronage differ. Aside from that, their dispositions and demographics such as age, race, religion, preference, economic capabilities, taste, and so on also differ. This makes every customer unique in their own rights and also further grounds the inevitability of customer service training.

?7 Reasons Why Customer Service Training is Important.

Good customer service training is also important because it helps win customer loyalty to the business or brand, set high organization standards, and also increases productivity and organizational efficiency at large.

In business, customers are the epicenter, which means that in all that is done, customers are in fact, the life-blood of the business. Businesses thrive on what the customers think of it which informs their behavior and ultimately, patronage of the business.

?Why is Customer Service Training Important?

There are many reasons why customer service training is important. In this article, we will look at seven of those reasons;

?1.????Customer Service Training Improves Organizational Efficiency

One of the most important goals of any organization is to be efficient in what it does. In the world today, there are brands that are known for nothing but their efficiency in the products they make or in the services they render. When an organization or business is efficient, it also means that it knows every aspect of what it does and does it well such that the people it does it for confirms that it does it well. When employees are well trained and equipped with the skills they need through customer service training, the organization will thrive better.

?2.????Customer Service Training helps in Understanding of Customers' Expectations

Every customer is unique and their expectations about a product or service vary. This also translates that the uniqueness of customers' expectations is what employees and business owners should be aware of. A good customer service training program should address these issues so that customer service attendants and employees, in general, can understand ways through which they can know customers' expectations and be able to meet them significantly.

?3.????Customer Service Training Increases the Rate of Employee Motivation:

Customer service training is also important because it increases employees' motivation to work. When workers are well trained and they also do well in their tasks, they would be motivated and toxicity in the work environment would be significantly reduced. This would also help employees attend better to customers and live healthier and better life.

?4.????Customer Service Training Helps to Build and Maintain Employee Retention

A company’s builds reputation not only with what it does and/or how it does it, but also with what the people who work in there think and do. When employees are adequately trained in what they do, they tend to be able to focus on work. Businesses?whose employees leave all the time would not be taken seriously. Customer service training helps to retain employees because, it makes the work climate better, which is benefits both employees, customers, and even the business owner. Therefore, it becomes very important for customer service training to happen.?

?5.????Customer Service Training Enhances Customer Experience

Being attended to by an untrained employee who does not know the fundamentals of customer service can be daunting and make one have a very bad customer experience. This is part of the issues customer service training addresses. When customers patronize products or services, they want to have good experiences and their needs met by the people attending to them. Customers like to be reassured that they are in the right place, with the right person, and doing the right thing. That is how brand loyalty is built. Customers want to have not just a good, but also a very memorable experience.

?6.????Customer Service Training Helps to Build Customer Loyalty

As human beings, we generally like to be treated well. Consciously or not, how we are treated is one of the things we look at when building brand loyalty. Brand loyalty is the positive association customers have towards a particular brand, product, or service which is often formed by positive previous experiences with the brand, its owner(s), or employees. Customers often go to where they are treated well especially when the price is agreeable.

?7.????Customer Service Training Helps to Maintain a Positive Image of the Business & Brand

Brands and businesses need to maintain a good image which is a necessary ingredient for good patronage. No one wants to deal with a business or brand where the employees have a bad attitude, are not motivated, customer-centered and do not treat people well. Many businesses, especially small and medium-sized enterprises (SMEs), have gone down the drain due to a bad image that originated from the daunting experiences of customers.

So, Have You Taken Your Team Through Customer Service Training?

It is evident that customer service training has many benefits that could help improve your business and add value to customers, business owners as well as employees. Customer service training is very important and integral to the growth of any business.

As human beings, we crave satisfaction and value for every dime we spend. No customer wants to deal with rude and incompetent staff who do not understand the value of customers and customer satisfaction in what they do.

Every organization needs to train its staff on the fundamentals of customer service and building good relations with customers with the goal of improving their overall customer experience.