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How Enhancing Communication Skills Improves Bottom Line Results

Companies thriving in today's economy all have one thing in common: productive, motivated and excellent employees. The people within an organization are what make organizations unique. Engaging and retaining employees is a critical endeavor for all organizations. Knowing the contributions employees make to the organizations they support, it's also not surprising that an organization's staff may be its greatest expense. Utilizing targeted and specific training for your teams helps make the most of individuals and teams across your organization. A few facts:
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The Cost to Acquire a Customer vs. the Cost to Retain a Customer

Acquiring new customers can cost as much as 7 times the cost to retain customers. Focus on improving employee engagement and communication skills, both internally and externally, should be part of your strategic planning on an ongoing basis because increases in the number of customers your organization retains will add directly to your bottom line.
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Employees Understand Client Needs When They are Engaged

According to Bruce Rayton of the University of Bath School of Management, 70% of engaged employees understand their clients' needs better, while only 17% of disengaged employees say they understand their clients. That means customer satisfaction ratings increase when employees are engaged and effectively communicating. Increased customer satisfaction leads to increased retention and referrals. 
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Customers with a Positive Customer Service Experience Tell Their Friends

72% of customers who have a positive customer service will tell an average of 6 or more people. Equally as important, customers who have a negative customer experience aren't shy about telling their friends (as many as 15+!) and, with social media, dissatisfied customers have more opportunities to air their grievances than ever before. That has broad implications for your company - prevent poor customer experiences with improved customer service...and that starts with improving your customer service training.

Learn How ServiceSkills Can Help

Make the most of your investment in your employees by providing communications training that impacts your bottom line. ServiceSkills delivers the right courses in a simple-to-use platform that encourages material retention.

Complete the form and we'll contact you to learn how we can help you reach your training goals.

 

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