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In today’s challenging economic environment, many businesses focus on ways to increase revenue over investing in staff development. When it comes to training your employees in how to provide excellent customer service, however, you’re achieving both goals. Spending money to improve your company’s customer experience is correlated with a strong return in revenue growth. As Harley Manning, Vice President at Forrester Research describes in his recent book written with consultant Kerry Bodine, Outside In, improving your customer’s experience is a data-proven path to to achieving business results. In their analysis, for example, they reference the large investment firm Fidelity. By improving customer care, the company found that “clients who said they’d had a good experience [with Fidelity] put four and a half times more cash into their investment accounts than clients who said they’d had a poor experience.” In other words-customer service training is not just “the right thing to do.” A positive customer service interaction pays off in concrete conversion terms-and PhonePRO can teach your staff how to guarantee such an experience with every single call.
