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  • For every complaint a business receives there are 19 other dissatisfied customers who did not take the time to complain (they generally change to a different service provider).*
  • A customer must have 12 positive experiences to overcome one negative one.*
  • The attitude of frontline staff plays a major role in decision making for the customer.  Sixty eight percent (68%) of a business’ customers will change to a different service provider, because of poor behaviour of frontline staff.
  • Most organisations spend 95% of service time redressing problems and only 5% trying to figure out what went wrong to make the customers dissatisfied in the first place.*
  • Financial benefits:  According to the Strategic Planning Institute statistics reveal that organisations with high profile service strategies increased their market share by 6% per year and their return on sales was 12%.  The businesses with low service strategies had a decrease in their market share of 2% and a return on sales of only 1%.*
*Source: John Bateson: Managing Service Marketing 
STOP LOSING CUSTOMERS!
GET THE MOST OUT OF YOUR BUSINESS!
START TRAINING TODAY!  
 
You can start to benefit by sending your staff on one of our specialised courses today.
These include: 
 
  1. Telephone Skills Workshop
  2. Customer Service Workshop
  3. Communication and Conflict Handling Skills
 
 
If there was ever a time to dare, to make a difference, to embark on something worth doing, IT’S NOW.
– Author unknown. 
 

To remain innovative and keep your clients satisfied you need well-trained and motivated staff.

CS Training Solutions, the training division of Customer Service Solutions, specialises in providing staff training and the development of workplace skills plans.

You will enjoy the following benefits when we train your staff:
 
  • You will improve the image and impact of your business from the first contact customers have with you.
  • Employees’ productivity levels will increase and the level of motivation in your business will be improved.
  • Employees will gain knowledge about themselves and the internal/external customers that they may have.  This will ultimately  help them understand your customers better and thus help to keep them happy!
  • You will be informed of practical, latest developments and trends in the market place.
 

All these aspects increase your bottom line!  Training Solutions can teach your staff how to effectively meet customers’ expectations and needs and so improve your business.