A Zendesk study from 2023 suggested that 52% percent of consumers would switch to a competitor after only one negative customer service interaction. On the flipside, a Salesforce survey indicated that 92% of consumers would make a repeat purchase after having a positive customer experience. Businesses that depend on selling goods and services for revenue understand how important the actual customer experience is and maximizing each engagement is essential for driving sales and extending brand reach. That essential customer service is delivered by frontline teams and their skill and ability level can greatly impact the performance of the business. Essential and foundational communication, customer service and organizational skills are critical for the success of the individual as well as the business. Effective training and ongoing development are key factors in delivering those important skills and can yield short and long term benefits to both the employee and the business.
Customer Service Training – In Person Engagement
ExpressTrainingSystems.com offers training and education resources for small and medium sized businesses. Customer Service Training – In Person Engagement (CST-IPE) is an entry level course that is geared towards new hires, individuals who are new to customer service and current workers who need to brush up on customer service skills. This course engages in core concepts to build essential skills for engaging and interacting with customers. Some of the key concepts CST-IPE covers:
- The definition customer service and its importance to business
- Types of customer that might be encountered
- Learning physical and verbal techniques to effectively engage customers
- Strategies for increasing the transaction
- Customer service and its role in loss prevention
Knowledge checks and quizzes provide real time evaluation and ensure understanding of simple yet effective skills and processes to achieve more with customers. CST-IPE is ideal for new hires as well as veterans that are eager to learn new ways to interact with customers. Training packages are compact and designed to deliver information quickly and effectively so that students can apply techniques in the field immediately..
Innovative Ways to Deliver Critical Content
ExpressTrainingSystems.com offers all courses in interactive self paced or instructor lead formats. Self paced training delivers course material in an engaging 2 way presentation style that encourages participation and expansion of thought processes. Self paced formats include evaluatory components, downloadable worksheets and performance reporting for managers / owners. Self paced courses are ideal for smaller organizations and are most effective for individual learning.
Instructor lead sessions delve deeper into the material and offer extra learning opportunities as well as highly valued Q/A sessions. In class knowledge checks and polls provide real time evaluations ensuring a faster understanding of concepts and skills. Instructor lead sessions are limited allowing all participants to actively engage during the session.
Business Benefits from Training and Development
Getting new hires off on the right foot is critical for small and midsize businesses as hiring, training and potentially, turnover can be very expensive and time consuming. Using advanced methods for training and upskilling can benefit businesses:
- Better and more engaging customer interactions can lead to larger transaction baskets
- Elevated customer experiences drives loyalty and repeat purchases
- Positive customer experiences can create external marketing opportunities through word of mouth and reviews
- Upskilled individuals can drive productivity, efficiency and accuracy
- Consistent and ongoing development as well as effective initial training will control expensive staff turnover and hiring costs
Self paced or virtual sessions are practical ways to deliver essential content and training concepts and CST-IPE can be white labeled to reflect brand identity and stylization.
The Bottom Line
Selling goods and services means providing some form of customer service to generate revenue and businesses that focus on the customer service experience will be in a better position to maximize each customer interaction. Providing exceptional experiences starts with the individual on the frontline and the skills they possess. Training new hires effectively and upskilling current staff will yield short and long term benefits in terms of elevating the customer experience and driving the bottom line. Online virtual training sessions and interactive self paced modules offer impactful and cost effective ways for small or midsize businesses to get those essential skills and organizational habits deployed. ExpressTrainingSystems.com provides training and development that delivers those essential skills in either format that can help businesses maximize each interaction and drive the bottom line.
For more information, please visit the Course Descriptions / Training Access page.