In his book “In
the Pursuit of Wow,” Tom Peters states that 70%
of customers stop doing business with a company not
because of price or product quality issues, but because
they did not like the human side of doing business with
the provider. A research study conducted by The Forum
Corporation indicates that 45% of customers switch companies
because the attention they receive is poor in quality.
Over the years there have been many books and articles
written about customer service, and in general executives
concur that superior service is essential to success
today.
Delivering quality service is what will make one organization
stand out over the rest. This commitment to quality
customer service must then be imparted and imprinted
within each employee of the organization. Providing
great customer service need not be a difficult task.
Customers want to work with companies that care and
they are willing to pay the requested price for the
same.
Customer service training is not only important for
those on the sales floor, or those on the phone, in
fact servicing a customer successfully starts even before
he or she purchases a product or service from your company.
With the advent of offshore call centers, support centers,
manufacturing facilities etc. it is becoming important
for companies to impart customer service training across
cultures. Caring about your customers and taking care
of their needs is a competitive edge companies can obtain
regardless of location, size, product or service. |
