When organisations like IKEA Kuwait win a customer service award very soon after finishing a bespoke customer service training project, it reminds you that which everyone already knows, but often tries to swerve: hard work and investment pay off.
When an organisation’s staff population is made up of varying cultures and backgrounds, there can be an inconsistency in customer service approaches. Through customer service training that is closely aligned to the organisation’s culture, vision, mission and values, a group of individuals can be transformed into a team that enhance the customer experience at every touch-point.
On a daily basis, big high street names such as H&M, Dixons and Dominos are reporting a decrease in customer spending and a loss in forecasted profit. Whilst business is being walloped this way and that by sustained economic difficulties, it is as important as ever to be ahead of the opposition; strong leaders, an unfaltering sales teams and flawless customer care. The customer has a surplus of choice and they are becoming both shrewd and fickle.
Realising award winning customer service can be achieved only by investing in customer facing staff; motivating them to work hard, to work together and to work towards making every customer experience the best it can be to ensure they come back to you, and no one else.
By Claudia Cooney | Righttrack’s Sales & Key Account Executive