Customised Training with Visible Results
Customised Training with Visible Results
Customised Training with Visible Results
How does the public perceive your company's service excellent, average or poor? Research indicates that 90% of a customer's perception is determined by their first interaction with the company. If this experience was poor, it will take about 21 attempts to improve on their initial experience, but many companies never get a second chance to make a first impression.
Clive Price, Managing Director of The Peer Group, a Johannesburg-based training company that specialises in sales and frontline excellence training, says companies often don't realise how much poor service can affect their bottom line. Often, training is the first item to drop off a company budget during tough economic times, but Price says that without well-trained, motivated and professional staff, an organisation could suffer a dip in profits and declining productivity.
The Peer Group is not a new kid on the block when it comes to training. The group has been in business since 1994 and their main clients are companies who rely heavily on sales and customer care. Their clients are from all market sectors and include companies such as ABSA, Sotheby's, Media 24 and a number of insurance and motor vehicle companies. "We are getting a lot of repeat business and this is a sign that our clients are satisfied with our service.", says Price.
The Peer Group is aware that companies want more than just a training course they want value for money and they want to see results, "We believe the proof is in the pudding, If the skills we teach can be used practically in the workplace we have been successful", explains Price.
Its commitment to going the extra mile in it's training has won the group two coveted awards. Price was named one of the top three training facilitators in South Africa in an independent poll conducted by the Skills Portal.
When asked about dealing with angry customers this is what Price had to say -
In an average size business really angry customers make up less than 5% of your client base. Translate this into money and here's what we get. Say your turnover is R3 million if the customer never returns, then this equates to R150 000. But and this is a BIG BUT, what about all the people they tell?
Everyone has access to Blogs, Twitter Face Book or other lightning quick ways of communicating their irritations. If that 5% becomes multiplied by 10 other people the loss becomes serious. R1.5 million is the frightening total enough to put your company out of business!!
The Golden Rule is to follow the skills of Handling Complaints that we share on our Front Line Courses. Remember, very few customers set out for a confrontation they just want the service or product to work.
However when customers become angry they are itching for a confrontation so learn how to take quick action to reduce the level of emotion.
At The Peer Group we follow a simple policy that states all complaints are reacted to within 4 hours. You need to pacify irate customers fast before the calculable damage is done. Action is the key point.
Once people are calm and reason sets in then the chances of an amicable solution becomes possible.
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