Simply put, customer success or customer service is the lifeblood of your business. Period. And customer success goes beyond one team and encompasses an entire company culture. Research shows that customer service is paramount with company success:
When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one. (Dimensional Research)
89% of consumers have switched to doing business with a competitor following a poor customer experience. (Harris Interactive)
In addition to these stats, customer satisfaction directly affects your bottom line over time:
The average customer spends 67 percent more money during his or her third year as a customer than during the first year as a customer. (Source)
Every responsible manager must know these customer service stats if s/he wishes to deliver outstanding customer experience. Plus, s/he must be open to being trained.
In past blogs, we addressed the role of a sales manager in coaching, but today we will be talking about the role of training in enhancing management skills.
Why Train the Trainer?
Politeness, proactiveness, a helping nature, and a smiling face are the basic makings of a customer service representative. Plus, the main factors in ensuring that employees maintain this approach at all times are the attitudes and behaviors of the management itself.
It’s easier for most people to follow a live, breathing person than to follow training manuals and presentations. The presence and responses of a manager leave a deeper and more prolonged impact on the team when compared to the teachings and instructions of any coaching programs.
If a manager exhibits a positive customer service attitude the team will follow suit, and their focus will be the customers’ needs. If the manager often fails to be a good example, then the team will lose motivation to endorse the current business trends. If the manager himself fails to model the company principles, the team will work to either complete work hours or work just for money, which brings the company down!
It is crucial that managers first understand the impact of their behaviors and then make efforts to bring about a change. An easy way to get managers on board is with customer service training. If you have managers resistant to training, this might help you convince them:
- The team’s success depends on the one who manages them. A manager can build a roadmap to success only if s/he masters customer service values and hence, leads by example.
- Customer success trends change. Therefore, the customer success team’s approach must also change. When adapting to these changes, the team members will expect directions and answers from no one else but the manager. Keeping yourself up to date with trends is easy but understanding it enough to be implemented within a team requires training.
- Other than qualities to achieve customer service excellence, a manager can develop many soft skills like confidence, flexibility, creative thinking, listening well, effective communication, and many others.
- A program focused on developing managerial skills can act as a platform to discuss employee-specific issues that might require special or different treatment.
Before We Meet Again
Training a trainer holds them responsible for their actions. It helps them understand their role and most importantly their impact on the fellow team members. It ensures the reinforcement of company values and customer service attitude at every level of the business.
Quick Tip: In a training program for managers, do not forget to include content and particular perspectives that will help managers to fulfill their roles as both supervisors and mentors.