Why is customer service important?

It is more than a friendly smile. According to Smart Karrot, a leading customer service and product development company, customer service has tremendous implications on your business’ bottom line.

HubSpot.com compiled a list of “40 Customer Service Stats to Know in 2021.” Here are a few of the highlights:

• 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Microsoft)
• Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)
• If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. (Salesforce Research)
• A customer is four times more likely to switch a competitor if the problem they’re having is service-based. (Bain and Company)
• Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

What you need to know about the training.

The Culture of Customer Service: Guest Experience 101 course includes a 15 minute training video and several activities to further develop and practice the skills learned during the session. At the end of the course participants will be asked to complete a quiz on the content. A passing grade of 80% or above will entitle the participant to a $10 gift card to one of the participating restaurants as well as a certificate of completion.

This course can be offered in three ways.

1. Individually, online – Individuals can register for the course and complete the videos, activities and quiz online at their own pace.
2. Non-facilitated Group Training – Managers can choose to show the videos (via the online learning platform) to small groups of employees at staff meetings, trainings, etc. If this training method is selected, a copy of the quiz will be emailed to the registered contact person.  A quiz must be completed by each participant and signed by a manager and sent back to Visit Henry County, GA. Once the quizzes have been reviewed, those staff who qualify will be presented with a gift card to the restaurant they selected and their certificate of completion.
3. Facilitated Group Training – A manager can choose to have the training facilitated by a member of the Visit Henry County, GA staff.  In order to select this option, the business must be able to provide adequate space for the training and audio visual hook-ups to a TV screen or projector and speakers to show the video training to the group. Staff will facilitate only the activities and the quiz at the end of the session.

The course and associated quiz is available in English and Spanish.

The presentation of gift cards and certificates will be done on or near the 15th and 30th of each month.

To register for a facilitated group session, please click here  to select the best date and time.

To register for either individual or non-facilitated internal group training, complete the form below.

Meet the instructor: