ethics-or-profit

ETHICS OR PROFIT: 9 Questions to Ask Yourself

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The race to make money is more heated than ever in direct response to the economic crisis caused by the lockdown last year. Corporations and SMEs seem to be more concerned with ROI than customer satisfaction, and the old argument between ethics and profits has become a daily struggle for managers.

ethics or profit

Ethics and Profit

Ethics is a system of moral principles that guides a person or business’s behaviour or way of conducting activities. While profit is simply the net revenue generated by a business enterprise minus the cost of production.

While profit is the main motive behind any business venture, the matter of ethics will more definitely determine the long-term profitability of that venture. If you sacrifice customers’ satisfaction, excellence, and integrity for profit, you will end up losing more. Because when people do business with you, they are indirectly signifying their trust and endorsement of your services. Satisfied customers are the best form of free promotions and referrals.

An ethical business demonstrates respect for its employees by valuing opinions and treating each employee as an equal. The business shows respect for its customers by listening to feedback and assessing needs.

An ethical business respects its vendors, paying on time and utilizing fair buying practices.

 What to Do

Sometimes the lines get so blurred that as a manager you get confused on which path to follow. In times like this, ask yourself these questions:

  • What are the company’s mission statement and values?
  • Do they align with the decision you are about to make?
  • What is the company culture? Or what is the company protocol concerning matters like this?
  • What is more important to the company, profit or reputation?
  • If you were the customer, what would you want?
  • Is there a solution that can satisfy both the client and the company without incurring unnecessary expenses?
  • Do you need to consult your superior before making a decision?
  • Would you be satisfied with your decision and be able to defend it later?
  • Do you have proper documentation for all the processes and activities leading up to your decision?

Once you answer all these questions satisfactorily, then go ahead and make your decision. Doing what is right for the business all the time is not an easy task, it requires intelligence, corporate awareness, grit and experience. If you succeed in making the right decision, the rewards will be worth the stress.

Ethics may cost you more in production, but it will bring you more long term profit.

Important Customer Service Skills For Your Staff

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In our last post, we talked about important customer service skills (communication skills) that your team should have. The truth is that, for you to achieve excellence in your customers’ experience, customer service cannot simply be a department in your organisation. Customer service should be the culture.

Every member of your staff is a potential customer service representative whether that is their role or not. Your staffs are your brand ambassador, therefore, it is best that they develop these important customer service skills. You never know where your next client will come from.

important customer service skills

4 Important Customer Service Skills

#1 Empathy

Communicating with empathy is a crucial element to deepening customer engagement. Whether a customer comes to your team with a particular issue or concern, expressing empathy builds trust and a foundation for relating to one another.

Here are examples of how customer support reps can engage in empathic communication:

  • Show, don’t tell. Use a personal anecdote to relate, rather than simply saying, “I know how you feel.”
  • Listen and ask questions rather than immediately launching into an impersonal canned response.
  • Clarify the customer’s point of view by reviewing what they’ve communicated: “If I understand correctly . . .”
  • Validate a customer’s concerns and affirm the need for a solution.
  • Apologize to dissatisfied, distraught, or concerned customers and assure them that you’re there to help.
  • Thank customers for their time, patience, and business.

Last but not least, customer support teams need to be authentic to showcase empathy effectively. There’s a reason 83% of consumers say they prefer speaking to live agents over chatbots. It’s not enough to parrot empathetic responses; customers are looking for honest representatives that can speak clearly, avoid jargon or clichés, solve problems proactively, and showcase a human touch.

Human touch and empathy are becoming even more important than before the pandemic, so your staff should work on further improving your responses to make sure they come across as sympathetic and considerate.

 

 #2 Adaptability

Flexible, creative thinking is not just a soft skill that would be nice for employees to have; it’s one of the most sought-after skills on employers’ hiring checklists. Every customer is different, and the ability to handle surprises and shifting customer moods builds a solid foundation for top-notch customer service.

There are several ways to cultivate better adaptability in the workplace:

  • Train agents to adapt their communications based on how internal channels interact. They need to identify the differences between a message that requires a quick Slack to a team member and one that merits a formal email to a manager.
  • Incorporate role-playing activities during customer service training to expose teams to different scenarios that may arise during a customer exchange.
  • Establish a transparent chain of command to help with customer escalations. Clarify which channel to use for immediate assistance and how to best share customer information about the issue, whether it’s detailed snippets from the conversation, a transcript of the entire discussion, screenshots, and/or a recording.
  • Encourage teams to talk through unfamiliar problems and ask questions.
  • Search for innovative solutions to customer complaints and invite suggestions.
  • Adopt new customer support technologies as a competitive advantage.

To be continued…

Credit: Grammarly business

customer communication skills

4 Customer Communication Skills Your Team Should Have

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You can have all the right processes and procedures in place, but it’s customer communication skills like empathy, adaptability, attentiveness, and consistency that convert and retain buyers. Training your team to recognize these drivers of human behaviour and deliver more personalized consumer experiences can improve your conversion rate by roughly 8%.

 

“Great customer service is about making the customer feel satisfied and feel as if they made the right decision when they chose our company to solve their problem. In every customer service case, even when we disagree with a customer’s point of view, we seek to make them feel as if we are on their side and that we are committed to helping them.” – Mike Sims, founder and owner of ThinkLions.

 

Business leaders must prioritize customer communication skills and seek solutions to ensure their teams’ ability to deliver five-star customer service experiences consistently.

customer communication skills

4 customer communication skills your team must have:

Empathy

Communicating with empathy is a crucial element to deepening customer engagement. Whether a customer comes to your team with a particular issue or concern, expressing empathy builds trust and a foundation for relating to one another.

 

Adaptability

Flexible, creative thinking is not just a soft skill that would be nice for employees to have; it’s one of the most sought-after skills on employers’ hiring checklists. Every customer is different, and the ability to handle surprises and shifting customer moods builds a solid foundation for top-notch customer service.

 

Attentiveness 

Attentiveness is a pillar of emotional intelligence. Successful customer support teams are able to set aside distractions and remain fully present during customer interactions.

Customers need to feel understood—especially those who opt for live customer service (versus written communication channels like email or chat). Rather than using canned responses, teams should be encouraged to paraphrase, empathize, and ask open-ended questions.

 

Consistency

Consistency is essential to a company’s ability to effectively brand, track a consumer’s path to purchase and ensure a cohesive customer journey across platforms. Customers today expect seamless experiences, consistent messaging, and acute attention to detail across all channels.

 

These four fundamental communication skills can boost customer satisfaction, retention, and even referrals when put into practice. Having a solid customer base not only equates to more outstanding sales and profit margins but also fosters an industry-leading reputation that positions your business as a strong brand at the forefront of its market.

Credit: Grammarly business

Brand trust

HOW TO BUILD CUSTOMERS TRUST IN YOUR BRAND

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how to build customers trust in your brand

In 2020, a Trustpilot and Canvas8 study found that global trust had recently declined by 11%. And given how much the world has been through in the last year, it’s safe to say that customers are more sceptical and unsure of whom to do business with. 

With that in mind, a trusted brand is one of the most valuable assets a business can have.

How consumers perceive your brand matters a lot, and how they talk about your brand both online and offline can alter your brand’s image and directly affect your reputation. That’s why brands are publicly engaging their customers in conversation more than ever before.

A consumer is 21% more likely to leave feedback after a negative experience than a positive one. How then can you influence the conversation even when you are not there?

Engage them:

4 Ways to Build Customers Trust in Your Brand

  1. Receive feedback gladly

In a world of viral marketing and social influence, consumer conversations have the power to make or break businesses. If you’re willing to take time out of your day to engage with a brand online, it’s likely because you’ve had an unsatisfactory experience. Therefore, never assume that you know what your customer is experiencing. Let them express themselves and show that you appreciate their feedback.

 

      2. Respond to criticism promptly

88% of global consumers engage in consumer conversations with brands in order to fix an issue they might have encountered during their journey, and 61% expect a company to publicly comment on their feedback. Trustpilot study showed that more than 2 in 3 people who were unsatisfied with a company’s engagement admitted they wouldn’t shop with that establishment again, and half would warn others to stay away from the company too. But more than half of the customers who felt their comment had been responded to appropriately said they would shop with the brand again. For 25% of people, how well companies respond to criticism can even help transition them from detractors to customer advocates.

how to build customers trust in your brand

  1. Say the right thing at the right time

Communicate proactively to customers, supplying as much relevant information upfront to provide a sense of authority and security. Don’t be vague when answering customers’ questions, leaving the customer confused and dissatisfied. If a customer asks, “How does your product work?” and your team doesn’t know, they shouldn’t answer with “I don’t know.” Instead, they should answer truthfully and to the best of their ability, supplying as much detail as possible. If they aren’t sure or did not supply adequate information, they should promise the customer that they will follow up with their teams for more information and then reach out to them once they acquire the necessary information. Build sincere relationships according to leading communication principles. Principles such as communicating professionally, openly, and honestly to attract, engage, and retain customers.

 

  1. See from their point of view

Today, a successful customer experience strategy should be enjoyable from the customer’s point of view while also leading to sales. Building great customer experiences means investing in your customers, and making sure their journey is seamless, from the top of the funnel to checkout. That’s why understanding your consumers’ needs and wants have become key to any company’s success. In a world where consumers are looking for more than just products and services, the most successful brands out there must be able to create customer-centric experiences by engaging and listening to customers in order to collect actionable insights and identify gaps and areas of development.

 

Customers insight is an invaluable asset to your business. After all, they are the reason why you are in business.

Credit: Trustpilot.com

We love to hear from you, dear reader. Drop your thoughts and suggestions in the comment section. Your voice matters.

how the pandemic has impacted cx

How the Pandemic Has Impacted Customer Experience (CX)

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how the pandemic has impacted customer experience

The pandemic has impacted customer experience in countless ways. Many everyday experiences that used to be physical have become partially—or completely—digital.

COVID-19 has created a new normal of social distancing, remote working and separation from friends and family. This new way of living has been challenging to all of us but in different ways.

Nearly every business is sitting on a growing problem: how to keep people engaged in a world where relationships aren’t built with physical interactions. Companies operating from a place of empathy for their customers created exceptional digital experiences during the pandemic that will no doubt continue to provide value in a post-pandemic world.

How the Pandemic Has Impacted Customer Experience

The pandemic has reminded us that we are all humans and our lives depend on our daily interactions with one another. The immediate effect of the lockdown restrictions on businesses means that:

  • Companies have fewer opportunities to interact with their customers.
  • The human connection deficit is taking a toll on customers’ happiness, health and well-being.
  • Trust between customers and service providers is on a rapid decline.

how the pandemic has impacted customer experience

How has all these impacted customer experience?

1. Feedback has gone remote, and there’s no going back

Before the pandemic, most companies relied on a mix of both in-person and remote methods to gather customer feedback and conduct research.

Naturally, in the wake of the pandemic, most feedback and research have since been gathered remotely. However, according to a recent study, this change may be here to stay. Many CX teams expect remote methods to not only remain but overtake in-person methods even when meeting face-to-face is safe again.

This is a great thing for customer-centric teams, who have learned that empathy can be achieved remotely, and taking a remote-first approach to customer and user feedback is a powerful strategy that promotes a customer-centric culture.

2. The time for digital transformation is now

The pandemic has accelerated most companies’ digital transformation efforts. In 2019, only 56 percent of businesses noted they were either in progress or had completed their digital transformation, compared to a whopping 71 percent in 2020.

The pandemic served as a powerful incentive for CX teams to dedicate more time and resources to digital transformation in an effort to improve the customer experience. Digital transformation initiatives that were on the roadmap years into the future were suddenly thrown into the spotlight as teams pivoted to find ways to connect with their customers through more digital channels.

3. Companies are doubling down on customer experience (CX)

One side effect of the pandemic is that it stripped CX teams of the luxury of analysis paralysis. As companies shifted their priorities to meet the needs of customers in a completely new environment, anything that didn’t directly impact CX or the bottom line instantly became a lower priority.

This helped teams to cut through the noise and step up their CX game. Although many customer experiences have changed, consumer expectations remain at an all-time high. It’s for this reason that 72 percent of companies plan to increase the frequency of their customer feedback and research to meet changing customer needs in 2021, and beyond.

4. Customer experience teams need to get resourceful

Nearly 70 percent of companies report that either their spending or workforce was reduced as a result of the pandemic. Adding to this challenge, over half (53 percent) noted that their workload had increased since the start of the pandemic. Today’s CX teams have to do more with less.

Leading CX teams are working harder than ever to meet their customers where they’re at. Lack of time and resources, or increased demand and workload can’t get in the way of creating an amazing customer experience. Now more than ever, CX teams must work smarter and more efficiently to stay competitive and continue to exceed customer expectations.

The pandemic has accelerated changes within the industries that were already underway, pushing customer-centric cultures and strategies into the forefront, no longer as options, but as a necessary means of survival for every company.

Credit: Janelle Estes, Chief Insights Officer at UserTesting (eWeek)

CONSUMER RIGHTS LAWS IN NIGERIA (2)

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consumer rights laws

A consumer is any person who purchases or offers to purchase goods, products and commodities for consumption. This includes a person to whom services are rendered. The Federal Competition and Consumer Protection Act, 2019 (“FCCP Act” which was enacted recently has copious provisions on a consumer’s right. Consumer rights laws in Nigeria are there for customers to file complaints and seek redress whenever their rights are violated.

  1. Right to reject goods before completing the transaction:

    A consumer has the right to reject goods displayed in open stock before the completion of the transaction.

  2. Right to goods corresponding with samples and descriptions:

    Where a consumer cannot examine goods offered by a supplier and the consumer relies on the samples and description offered by the Supplier. Upon delivery of the goods, they must correspond in all material aspects with the sample and description offered by the supplier. This is especially relevant to e-commerce and internet marketing, goods displayed by vendors must correspond with the goods supplied to the consumer.

  3. Right to reject goods:

    A consumer has the right to reject goods in the following instances:-

    1. Where the goods are intended to satisfy a particular purpose which is communicated to the supplier and upon delivery, the goods are not fit for that purpose.
    2. Where the consumer did not have the opportunity to examine the goods before purchase, for example, e-commerce and upon delivery, the goods do not match the sample and/or description or do not meet the quality and type envisaged in the sales agreement.
    3. and, where the goods are defective and unsafe.

    When a consumer returns goods in any of these circumstances the consumer is entitled to a full refund of money paid for the goods.

  4. Misleading, false, fraudulent and deceptive information:

    No producer, importer, distributor, retailer or service provider shall in pursuance of trade or to market goods or services to a consumer make any representation that is misleading, erroneous, fraudulent and deceptive. Such a person shall also not use physical force, coercion, undue influence, pressure, harassment etc. to get a consumer to enter into a transaction for goods and services with him or take undue advantage of consumers with physical, mental or educational disabilities. Any undertaking that violates these rights of a consumer will be liable to the consumer for damages and restitution.

  5. Right against unfair prices and terms:

    An undertaking shall not supply, offer to supply, market, or negotiate goods and services to consumers in a manner and/or for unfair, unreasonable, and unjust prices. The undertaking shall also not require waiving the consumer’s rights or the consumer assuming the liability of the undertaking or assuming any obligation in a manner that is unfair or unjust.

  6. Notices detrimental to consumers:

    Any notice which seeks to limit in any way the risk or liabilities of a supplier of goods or services, constitute an assumption of risk by the consumer, impose an obligation on the consumer to indemnify the supplier or is an acknowledgement of fact by the consumer must be brought to the attention of the consumer in a conspicuous manner and form that a reasonable man won’t miss such a notice and the consumer must be given adequate opportunity to receive and comprehend the notice.

  7. Right to quality service:

    A consumer who enters into any transaction for the performance of services has a right to timely performance, quality performance and completion of the service. The consumer also has a right to the use, delivery or installation of goods that are free from defects. If there will be any delay in the performance of the service then the consumer must be given timely notice. Otherwise, the consumer will be entitled to have the defects remedied. Including a refund of a reasonable portion of the price paid for the service based on the extent of the failure.

  8. Right to safe and quality goods:

    Every consumer has the right to receive goods suitable for the purpose they are generally intended. If the consumer has a specific purpose and has informed the supplier, they must be suitable for that purpose. The goods must be of good quality, and be free from defects. The goods must also be useable and durable for a reasonable period of time. Furthermore, it must comply with any applicable standards set by industry sector regulators. There is an implied warranty that all goods and services must comply with these requirements.

Enforcements of Consumer Rights

A consumer whose rights have been violated by any person can either refer the matter to the undertaking for redress. Or, file a complaint in the Federal Competition and Consumer Protection Commission (“the Commission“). The Consumer also has the option of seeking redress in a court of competent jurisdiction. The Commission has the power to investigate complaints and issuing appropriate orders. The Commission can register its orders in the Court as consent orders of the Court.

Credit: Faith Saiki, mondaq

CONSUMER RIGHT LAWS IN NIGERIA

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consumer right

A consumer is any person who purchases or offers to purchase goods, products and commodities for consumption. This includes a person to whom services are rendered. The Federal Competition and Consumer Protection Act, 2019 (“FCCP Act” which was enacted recently has copious provisions on the right of a consumer.

Rights of a Consumer

1.      Right to be given information in plain and understandable language:

  1. A consumer is entitled to be given information in plain and understandable language where such is required to be given by an undertaking (“this includes a seller, supplier, distributor, importer and a manufacturer”). The test of whether the information is in plain and understandable language is the reasonable man’s test of the standard of persons to whom the information is disseminated.

2.      Right of disclosure of prices of goods and services:

  1. The prices of all goods and services must be displayed clearly so a consumer can take notice of it. An undertaking must also not require a consumer to pay a price higher than that displayed for the good or service.

3.      Right to adequate trade description and to have products labelled:

  1. A trade description is any description, statement or indication as to the number, quantity, and quality i.e. of goods. An undertaking is mandated to ensure that trade descriptions are applied to goods either directly, nearby or by any commercial communication and that they are labelled appropriately for the benefit of a consumer. Furthermore, an undertaking shall not supply a trade description that is misleading or likely to mislead a consumer or which is false.

4.      Right to disclosure of second-hand or reconditioned good:

  1. Any person who offers to sell goods that are second hand or have been reconditioned, rebuilt or remade must clearly notify the consumer of the nature of the goods.

5.      Right to be given adequate information of every transaction:

  1. A consumer must be provided with a written record of every transaction by the undertaking. This record should contain the business details of the undertaking, the full details of the transaction, tax payable etc.

6.      Right not be given a condition before making a purchase:

  1. A consumer must not be given a condition to fulfil first before entering into any transaction with the undertaking or a third party for the supply of goods and services.

7.      Right to cancel an advance reservation, booking or order:

  1. The consumer reserves the right to cancel reservations, bookings or orders for goods and services. The supplier or service provider may require the consumer to pay a fee upon cancellation. But, such a fee must be fair and not excessive, considering the transaction.

Enforcements of Consumer Rights

A consumer whose rights have been violated by any person can either refer the matter to the undertaking for redress or file a complaint in the Federal Competition and Consumer Protection Commission (“the Commission“). The Consumer also has the option of seeking redress in a court of competent jurisdiction. The Commission has the power to investigate complaints and issuing appropriate orders. The Commission can register its orders in the Court as consent orders of the Court

To be continued…

Copied from: mondaq

niche market

THE POWER OF FOCUSING ON A NICHE

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niche market

niche market

A niche market is the subset of the market on which a specific product is focused. The market niche defines products, services, or interests that appeal to a small, specialized section of the population. It is also called a small market segment. The niche market is highly specialized, and aiming to survive among the competition from numerous super companies.

A niche market is homogenous meaning that the people within that market have similar problems or needs that you intend to solve. A niche market is characteristically small so it is measurable. Capital needs can also be determined and net profit calculated based on the market size, so you can know if the business is worth doing.

The good thing about niche business is that you can channel your limited resources into efficiently solving the problem of your target audience enough to gain their trust and retain them.

Since you can identify your target audience, you do not need to spend too much on marketing to the general population. You create your brand and market your brand specifically to your target market.

Referral or word-of-mouth marketing is a big bonus in a niche business. If you offered an excellent service to a customer, he/she would recommend you to another potential customer. If you have a website or social media page, you could convince your satisfied customer to write a review of your service on the page. Research has proven that referral marketing is the most effective form of marketing and it is free of charge.

Your customers are easily identifiable and accessible so you can cut out a lot of unnecessary costs in production and service delivery. If you need to use influencers, you can easily identify the right influencers that fit your niche, you may discover that some influencers are willing to promote your services unprompted and for free because they also fall into your target audience.

niche strategy

niche strategy

Niche Market Strategy

So, what do you need? You need a market strategy or in this case, a niche strategy. Here is a list of what your niche strategy should include:

  • Carry out a market analysis. Here, you will:
  1. Select your target audience
  2. Determine an underserved or unmet need

iii.            Research your customer base

  • Create your business plan.
  • Market your business to your target audience.

THE IMPORTANCE OF EMPATHY IN CUSTOMER SERVICE

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empathy in customer service

empathy in customer service

Customer service is the process of providing services to customers. In general, empathy improves the quality of customer service because it establishes a connection or bond between the customer and the employee.

Offering great customer service is no longer just a nice touch— it is fast becoming the key differentiator between business success and failure. Luckily, today’s companies can harness their power by developing one important trait – empathy.

Maintain this level of understanding for your customer and your chances of ending each conversation on a positive note will increase.

When you consider that 89% of companies compete on the quality of customer service alone, the impact of empathy becomes a clear differentiator. It can be the important difference between a positive and a negative peak; a loyal customer, or a competitor’s gain.

Empathy is Customer Service

You can spend all day talking with customers who have had problems with the company. Some of their problems may or may not have a resolution, but you can always show empathy. In doing so you:

  • Help the customer feel heard
  • Acknowledge their feelings
  • Provide a good experience

Without empathy, the interaction can be cold and off-putting to customers, thus increasing the conflict.

Think of frontline customer service teams. Even in the best of times, it’s hard to keep up the optimistic, empathetic, and professional tone customers expect. Customer service teams are called upon to communicate with empathy all day, every day.

Customer service challenges amplify during times of crisis or uncertainty, as customers may need payment grace periods or policy exceptions for returns. No matter their requests, customers are counting on empathy, and they reward personal interactions that help them feel respected and understood.

Customer empathy can make a real difference during difficult times

People yearn for their needs to be considered and understood, especially during times of upheaval like we’re experiencing now. Agents will be dealing with customers that have lost their jobs, businesses, and even their loved ones. In difficult circumstances, even minor situations carry a much heavier weight.

As a company, you have the power to make a positive difference in your customer’s day, and in turn, create a loyal customer for life. Remember that one small act of goodwill can start a movement. And all it takes is a little empathy.

Credits: Dixa; Study.com

Descriptive- showing a female employee attending to a young customer

How to Create a Team of Customer-Focused Employees

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customer-focused employee

customer-focused employee

There is no magic formula for creating a team of customer-focused employees. But one thing is certain: it’s the manager’s responsibility to create an environment that motivates employees to want to take care of customers. To create a team of employees that are personally committed to service excellence, managers may need a fresh point of view. One of the great problems in customer service is the reluctance of managers to view service as a marketing strategy. Too many see it as an after-sale service related to a previous sale, rather than ahead of the next one. Studies prove that great service is more effective at increasing profits than marketing or advertising.

The following conditions need to be met for creating customer-focused teams:

Management Commitment

Replace lip service with words and actions that consistently show employees that management is committed to the delivery of exceptional customer service. Staff meetings should focus more on meeting the needs of the customer than meeting the needs of the manager.

Employee Involvement

Listen to employee ideas. Sam Walton said, “Listen to everyone in your company, especially the ones who actually talk to customers. They know what’s going on out there.” Implement realistic, creative ideas that benefit the customer. No matter how far removed employees are from the front line, they need to believe that their work affects the customer perceptions of the company.

Policies That Benefit The Customer

Evaluate existing policies and rules to see if they are really necessary. Who benefits from them? How much do they damage customer relationships? How often are they bent or broken by managers?  If a policy needs to be in place, make sure that every employee on the team understands the reasons behind it. Trust employees. Give employees the ability and power to do the right thing for the customer–right away. Don’t undermine an employee by overriding their decision to help the customer.

Shared Customer Feedback

Everyone on the team needs to hear from the customers. Share customer satisfaction survey results. Read letters and comments from customers during staff meetings. Encourage the team to come up with a list of open-ended questions they can ask customers regularly to invite feedback and ideas for improving service. A quality service program will come to a screeching halt without management commitment, employee involvement and constant reinforcement. You know you’re part of a customer-focused team when the most important question on the mind of managers and employees alike is, “How can I do my work in a way that will delight the customer?”

Internal Customer Service

Create a “we’re in this together” environment. Help your employees to recognize that everyone in the company is one big team. Meet with other departments regularly to build understanding and collaboration between work teams. Set ground rules that simply do not tolerate gossip. Redirect employees who complain by challenging them to come up with solutions to problems.

Employee Training

View training as an investment, not a cost. This can be an investment in both customer and employee retention. Training employees is an investment in sales and marketing. It is also an investment in quality. Training must be a priority and an ongoing reinforcement of the customer focus. Provide training that equips employees with the skills and tools they need to deliver exceptional customer service.

Credit: Loyalty Leader® Inc