Customer service training is a sound investment when you consider what’s at stake. Your company’s reputation, customer satisfaction and loyalty are all directly impacted by customer service and customer experiences. And ultimately those experiences affect your operating costs – and your bottom line when it comes to profitability.
Research has shown time and time again that people remember negative experiences much more compared to positive ones. Bad emotions generally involve more thinking and the information is processed more thoroughly than positive emotions, therefore people use stronger words to describe negative experiences. Further, negative impressions are far more difficult to demolish than positive ones. The proven psychology is just one reason why companies should make it a priority to minimize the number of negative experiences that arise from their customer service departments. What’s the most powerful method of improving customer service? One word: training.