The role of excellent customer service cannot be overlooked by businesses. In such a heavily competitive market, delivering a lasting customer experience form the backbone of long-term relationships. Providing excellent customer service has quickly become a key differentiator for many organizations. However, a lot of businesses are still not aware of the issues that are hindering their service quality.
It was found that approximately 80% companies believe that they are delivering excellent customer service. The shocking part is only 8% customers think that they are receiving it. As part of creating an effective customer service training program, L&D teams need to include a list of elements that create harmony between customer pain points and service teams. There are several components that must be weaved together in order to make sure your customer service teams are equipped with the right skills for a delightful customer experience.