Customer service is part of the package
Wednesday, November 12th, 2008Even before the current credit crunch and its effect on business in the United States and across the World, many companies both national and international, were heading slightly in the wrong direction as far as staff training was concerned. They traditionally placed too much emphasis on product knowledge, systems knowledge, and most important of all, on closing a sale.
After sales service was less of a priority for many companies who believed that their product was so much in demand that it didn’t really matter if the customer had to wait a little too long for something that they had ordered. When the customer called to ask about the status of their order, they couldn’t find the time to talk to them, and instead fobbed them off to some poorly trained and disinterested sales clerk. These “smart” sales people had no idea of the damage they were causing to themselves and their company.
Nowadays the realization is sinking in, sometimes too late, and more and more companies are placing an emphasis in investing on customer service training than ever before.