Good customer service is of utmost importance for any business. It is also one of the hardest aspects of a business to get right, even for the most seasoned brands. Imagine spending a large chunk of your day trying to fix a problem that you did not cause in the first place. Now imagine your hands are tied up and you are unable to solve the rising customer complaints. A scenario like this is very real and is most likely the reason for the high attrition rate in the customer service industry.
Due to this fact empowering a customer service team is essential for the overall success of any organization. For this reason, investing in customer service training can be hugely beneficial, since this training by its very nature looks to improve the way a business and customer interact, which can result in much higher profits. Let us now look at some of the benefits of empowering a customer service team.
Increased customer satisfaction:
Ritz-Carlton Hotels is one of the best examples of empowering the customer service team. They believe in the slogan “the key to making customer service visionary is team engagement”. Ritz-Carlton’s commitment towards customer service excellence is so focused that all their employees are allowed to spend up to $2,000 per day to make their clients happy with impressive service. With policies like these, there is a much higher chance for a brand to retain its customers.
Better customer insights:
In any organization, call center agents are some of the most important employees. This is due to the fact that they have a direct line to the customer on a regular basis, they also have deep insight on the key areas where the customers are experiencing frustration and their feedback on products or services provided. Because of this these employees must be made a part of monthly report meetings, product development, and overall company strategy. Not tapping into this high potential resource will not only make the customer service team feel undervalued but the organization will also lose out on crucial information collected from conversations with the customer.
Improved company culture:
Working in the service industry can be a draining role. Having to deal with angry or irritated customers requires a lot of patience and a few deep breaths. First time in this field, many employees have damaged their company’s brand image by getting provoked by sometimes unreasonable customers. To prevent such a situation from arising it is crucial for companies to provide customer service training to their employees. It not only makes the employees equipped to deal with all manner of customer interaction but also allows them to strengthen the customer’s loyalty towards the organization. Companies are obliged to ensure that their customer service team is recognized for the high-pressure work they do. If they are satisfied, it improves company culture, there is less employee turnover, and the company’s customer lifespan also improves. Basically, everyone wins.
That is why it is crucial that companies provide the necessary training and develop policies to empower their customer service team. If all of these are in place, companies can see an increase in customer satisfaction and improvement in the company-customer relationship.