The Customers Service workshop is designed to teach companies how to deliver high levels of customer satisfaction based on people skills vs. technical skills. Technically oriented persons too often become so focused on providing a technical solution that they overlook the human side of the equation. This is a very common trait among support personnel who come to their position from technical or non-service backgrounds. The course teaches companies how to treat the customer as an important human being, an individual which is the most basic element of customer satisfaction.
Companies find that effectively handling customers with problems is critical to their reputations as well as their bottom lines. When customers complain and they are satisfied with the way their complaint is handled, they are more likely to purchase another product or service from the same company. Companies that resolve complaints on the first contact increase customer satisfaction and product loyalty, improve employee satisfaction, and reduce costs. Companies even encourage complaints. Most dissatisfied customers do not complain. By making it easy for customers to complain, more customers will come to you with their problems, giving you greater opportunity to correct your service delivery or production processes. Customers who get their problems satisfactorily and quickly solved tell their friends and neighbors, and they are not easily won over by the competition.
There are costs associated with a poor complaint system and there are benefits associated with a good one. Studies have shown that handling customer complaints well can be a critical part of a turnaround strategy. If a complaint is handled well, it sustains and strengthens customer loyalty and the company's image as a leader. It also tells the customer that the company cares and can improve because of their contact.
Customer complaints also represent valuable information about recurrent problems. They can point the... [continues]
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(2008, 01). Customer Service Training Module. StudyMode.com. Retrieved 01, 2008, from http://www.studymode.com/essays/Customer-Service-Training-Module-129439.html
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