The difference between mediocre customer service and great customer service is the quality of training. By taking the time to properly train your customer service employees, you empower them to be accurate, timely, flexible, and most of all, helpful. Well-trained employees will be able to handle most problems as they arise and will know what to do if they face the unexpected.
Excellent training creates excellent customer service staffs.
Your staff should hit the front lines armed with all the information needed to handle every aspect of customer transactions. If your staff appears unknowledgeable about your products and services, you risk losing customer trust and repeat business. Initial training costs are the heaviest. However, as your company grows, training costs will scale down to a proportion of sales. The important part of training is that it's promptly implemented and well done.