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Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. Rationale Sustained success is achieved when an organization attracts and retains the confidence of customers and other interested parties on whom it depends.
Training and development specialists are equipped with the tools to conduct needs analyses, build training programs to suit the organization's needs by using various training techniques, create training materials, and execute and guide training programs.
Customer service representatives must be trained to value customer relationships and trained to understand existing customer profiles. Even the finance and legal departments should understand how to manage and build relationships with customers.
Customer experience is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.
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