There are a growing number of business services that offer customer service training for other companies and establishments. Some of these trainings are done in an actual institutional setting. Others are available as a purely virtual learning experience via the Internet. While most companies might likely have their own in-house trainings for their personnel, utilizing external services for customer service training may provide additional benefits, which should complement their internal training initiatives.Whichever the case, be it internal or external through actual training sessions or online learning programs, the value of customer service training cannot be underestimated especially when firms take into consideration their participation in the global marketplace. Customer service is the crux of doing business in todays modern era. A well-trained customer service department can become a fundamental determinant for a companys overall business performance.Staff DevelopmentBusinesses rely on how their respective personnel perform. From the human resource perspective, acquiring a well-performing customer service team can be achieved either through extensive hiring of highly experienced, customer oriented, staff or by having existing personnel undergo a comprehensive and effective customer service development program. From the standpoint of finance, the latter is the least costly alternative and is probably the option that can provide a significant and lasting return in terms of performance and consequently in revenue gains.It is commonly observed and accepted that employees work better when management provides their needs. Employee training is one such need. Those workers that qualify for training programs become better equipped to do their jobs in a manner that benefits customers, and in turn the company itself.By implementing an adequate customer service training program, employee morale and confidence goes up, job satisfaction increases, worker turnovers are reduced significantly and in general builds a service oriented workforce that is responsive to the needs of the customers. This also improves the image of the company, not only from the clients perspective but also from the point of view of the employees. Simply put, a company that invests on customer service development demonstrates a tangible concern for its clientele as well as for its employees.Knowledge TransferGoing back to the point on utilizing external training programs, we have to realize that internal training activities may not provide the best opportunities for learning considering the fast-paced changes that are happening all the time across all industries. Training companies on the other hand specialize in training methodologies and results-oriented learning, many of which are specific for particular industries.By allowing staff members to undergo training outside of the scope of the office opens up an enriching learning experience for employees. This also puts key personnel in a position to acquire sufficient knowledge or proficiency that adds on to the companys own inventory of techniques and practices. This transfer of knowledge and skills becomes pivotal in engaging the workforce to introduce new technologies, and out-of-the-box solutions for the business especially in the area of customer relations.The fact that customer service training is essential and beneficial to any business cannot be overemphasized. Leveraging the many benefits of customer service training will produce a knowledgeable and responsive workforce that is truly an asset for any enterprise
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ABOUT THE AUTHOR
Sheila Mulrennan is a business author and journalist who regularly contributes articles on Management, Personal Development and customer service training to leading business publications. Visit www.professionaldevelopment.ie for more information.