{"id":47304,"date":"2020-02-23T18:56:17","date_gmt":"2020-02-23T23:56:17","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=47304"},"modified":"2023-08-09T08:20:02","modified_gmt":"2023-08-09T12:20:02","slug":"is-your-customer-service-training-keeping-up-with-customer-expectations","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/is-your-customer-service-training-keeping-up-with-customer-expectations\/","title":{"rendered":"Is your Customer Service Training Keeping Up With Customer Expectations?"},"content":{"rendered":"

Customer service training can\u2019t remain static. While there are constants, yes, your training efforts need to evolve with changing customer expectations, too.<\/span><\/p>\n

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Happy customers buy more, remain brand loyal, and provide valuable word-of-mouth referrals. So, businesses today, regardless of the industry, know the importance of customer service training. But is that training keeping up with customer expectations? Service efforts need to evolve as customers do, otherwise, the business could fall behind.<\/span><\/p>\n

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Abundant data supports the importance of <\/span>focusing on customer experience (CX)<\/span><\/a>. For instance, <\/span>Gartner\u2019s 2019 Customer Experience Management Survey<\/span><\/a> found 75% of organizations see customer satisfaction leading “to revenue growth through increased customer retention or lifetime value.\u201d<\/span><\/p>\n

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The analysts also noted, \u201cCustomers are four times more likely to leave a service interaction more disloyal than when they entered.\u201d That\u2019s a big risk for your business. Not only could you lose those customers, but they may speak negatively of your organization and dissuade others from making purchases from you in the future. In Q1 2018, <\/span>Hubspot found<\/span><\/a> 81% of buyers trust their friends and family over advice from a business.<\/span><\/p>\n

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In Gartner\u2019s survey, 74% percent of organizations expected increases in their CX budgets in 2020. The budget bump will be welcome, certainly. But in some cases, business returns could benefit just as much from changing customer service training to keep up with customer expectations. How can you know if that\u2019s true for you? Consider these critical questions.<\/span><\/p>\n

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#1: When did you last update your approach to customer service training?<\/b><\/h2>\n

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Every organization is aware at this point that customer satisfaction matters to business success and financial outcomes. That means you can bet every one of your competitors has a CX program. It\u2019s difficult to make this a differentiator if you\u2019re in lockstep with all your peers in the market. If you don’t have one already, now’s the time to develop a customer service training program<\/a>. Once established, your training needs to be continually improved to re<\/span>flect the customer\u2019s changing experience.<\/span><\/p>\n

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#2: Are you quantifying CX to shape your training agenda?<\/b><\/h2>\n

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No doubt you have customer data available. But are you <\/span>quantifying customer satisfaction<\/span><\/a> to identify areas of improvement? Once that\u2019s done, you should be developing customer service training to ensure consistency and align CX training with the latest business priorities.<\/span><\/p>\n

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\u201cTo win customer loyalty, customer service and support leaders must focus on consistently meeting customer expectations.\u201d \u2014 Gartner<\/p><\/blockquote>\n\u00a0<\/span><\/p>\n

\u00a0<\/span>#3: Does your CX training emphasize ease and efficiency?<\/b><\/h2>\n

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Service training must convey the importance of delivering low-effort experiences to customers. Customers do not want to repeat information, be transferred from agent to agent or across departments, or have to switch interaction channels to get a satisfactory response.<\/span><\/p>\n

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Further, \u201cSpeed is everything to today\u2019s buyers.\u201d Hubspot concluded based on its survey of 1,000 global consumers:<\/span><\/p>\n