In a recently published, 10-year study of consumer behavior conducted by SDL, customer service and support was factor in three of the top four reasons for a great customer experience. Providing a seamless and high quality customer experience helps ensure loyalty and retention. The customer service and technical support teams are an integral part of this process and must have the foundation in place to deliver on the company’s brand promise. Service Strategies can help your organization deliver exceptional customer experiences.
Improving the Soft Skills of Your Service and Support Staff
To ensure your staff has the skills to make every customer experience exceptional, Service Strategies offers a suite of professional training options designed exclusively for customer service representatives, front-line technical support staff, senior level support specialists and field service engineers. These courses help build the skills that will help your service and support staff deliver a high quality customer experience.
Developing a Strong Foundation for Organizational Success
Processes that are both predictable and repeatable help to ensure you can deliver a high quality customer experience every time. The Service Capability & Performance (SCP) Standards, which define over 100 business factors necessary to deliver high quality service and support, can help you create a strong foundation for organizational excellence. Adopting the standards will provide you with a benchmark measure of success that will ensure you can deliver consistently excellent service to your customers.