Can customer service be taught through training?
Ideally, a person needs to be innately intelligent about customers. Can it be taught? It will be tough but it can be done if one is emotionally intelligent. At the end of the day, customers are looking for to be spoken politely to, treated fairly, have their answers met quickly and honestly. They want to feel like they can trust you. In reality, research points out that customers don’t feel like they can trust companies. Every business has to clock 55 per cent of new customers every year to make up for the ones they lost. Thus, when they upset a customer they are throwing profit away. And until recently, boards were not even addressing customer attrition. They were only focusing on revenues, profits and employee attrition. Boards should place customers at the centre and then strategise, because without customers there would be no business to run. Luckily, the focus seems to be shifting towards the customer these days. CEOs are talking less about competition and increasing profitability
