Training Administration: We will manage your training administation process from concept to delivery.
A significant amount of training management is dedicated to administration, a cost which can be saved. MYT has significant, firsthand experience of managing the training administration process from conception to delivery, specifically in the fields of:
- Joining Instructions
- Delegate Management (online if required)
- Post Event Evaluation
You only pay for what you need so each package we provide is tailored exactly to what you require us to achieve. Our staff are recruited for their excellent customer service skills and fit seamlessly alongside your company. We can even provide specific telephone support branded to your own corporate requirements.
Training Services: Outstanding customer service is key to all aspects of the hospitality, food service and tourism sector. We will provide you with an understanding of the industry and how to interact with diverse groups of stakeholders.
It is 6-7 times costlier to acquire a new customer than it is to retain a current one. News of bad customer service experience reach two times faster than praise for a positive customer service experience.
Every interaction the company has with a customer (or potential customer) can affect the business’ bottom line. Often, customer service is what separates companies that thrive from those that fail. We all know that buying experiences are based on the customer perceptions of how they are being treated. Organizations providing good customer service are successful in retaining existing customers and building long term relationships with them. This is why our aim is to create and provide quality customer service training programs from which organisations from any size can benefit.
The core of Customer Service & Hospitality - why do we believe Training isneeded?
The meaning of customer service is one rooted in each and every role in your company. It’s the communication, problem-solving, and product-improvements your company works together to offer to customers. The ability to walk into work and know that every department is one the same page, ready to help clients, proves the importance of corporate training.
We believe that offering customer service training to your employees doesn’t just add-value for the customer; it can drive sales and give you a strong competitive advantage.
Training helps customer service representatives realize the importance of their role and the nature of service the organization intends to provide its customers. It is an opportunity for organizations to educate their employees about their mission statement and the role customer service representatives play in attaining the same. More importantly, a company that invests in training shows their employees that they care about continual development and progress. In turn this makes employees more engaged in the company and therefore more motivated. Employees then become more efficient and better equipped to deal effectively with customers.
Through customer service training, employees improve their skills and/or acquire new ones. Specific customer service training programs focus on improving communication, listening, problem-solving and organizational skills. Training employees on the same set of competencies gives them a standard process to deal with customers and creates a sense of team spirit. The increased motivation and engagement coupled with the new skills creates improved customer service in the company.
Improving the quality of your customer service through training leads to an increase in customer satisfaction, retention and loyalty. Through effective training, customer service representatives increase their ability to resolve issues and decrease the number of return calls. Often, trained employees are able to address the concern at the first point of contact, which greatly increases customer satisfaction. The improved manner that employees interact with customers leads to the consumer feeling appreciated and respected. This appreciation is critical to the company’s success as it is the basis for repeated patronage and customer loyalty.
Helping employees preempt customer queries and expectations will help them have a thorough understanding of the customers’ perspective. They are less likely to be caught unaware when they face difficult customers and will be better prepared to handle such situations. It is natural for an employee to get defensive when faced with customer accusations or complaints. However, arguments with customers do not profit the organization. Empathy and patient hearing can make a hostile customer more receptive to the solution offered by you. Training needs to be geared in that direction.
Organizations can no longer work in isolation. The support of their customers, partners, and associates is necessary if they have to realize their objectives. One way to ensure this is by improving the quality of their service which can be met with proper customer service training.
What quality customer service training allows the company to achieve is higher customer retention, the acquisition of new customers, reduced employee turnover and increased sales. The training has a great impact on employee motivation and morale, which leads to increased productivity. Through the customer service training employees come together to achieve a common goal, which is to satisfy the customer. Think of it as an equation: improved customer service + increased customer satisfaction + increased customer loyalty = an increase in profit.
Customer Service & Hospitality - overview of most important training areas MYT can cover
- Achieving Customer Service Excellence
- Conflict Resolution
- Tools for Problem Solving
- Effective Listening and Response Skills
- Up-Selling and Selling in a Tough Economy
- Making a Positive First Impression
- Projecting a Professional Image
- Building Customer Loyalty
- Methods for Handling Complaints
- Maintaining a Positive Attitude and Self-Confidence
- Managing Time