- December 23, 2017
- Posted by: track-admin
- Category: Customer Service
When it comes to launching and running a new business, having the right people in your startup team is extremely important. You need to be looking for certified and experienced professionals because you cannot afford to train and supervise team members.
Having the international certification means that the holder has undergone a rigorous procedure of training and exam.
The certifications in customer service/support also require the professionals to go through training and testing before they are awarded the certification. This certification may not be the only thing to consider when hiring but certified customer service staff can make a huge difference.
Customer service is an integral part of successful businesses. Customer service certifications offer a robust knowledge base that enables professionals to take on the challenge they face during the job.
Following are the reasons why you must hire certified customer service staff.
Structured Body of Learning
Professional Certifications are different than traditional courses. You don’t just get the academic knowledge during the training. These certifications have course outlines that focus on practical stuff a customer service representative needs to know. This means covering all important aspects for the employees. The employees know their job well and you don’t have to guide them about their basic work responsibilities. They are able to take charge of all types of situations without needing assistance from a senior.
The ability to handle challenging situations by themselves is one of the most important traits that you should be looking for in customer service staff.
Low Cost of Training
If you’re focusing only on good interpersonal or communication skills, you will have to train the newly hired staff about the ins and outs of customer service. On the other hand, hiring a certified professional means you do not need to go through the headache of providing the on-job training. This means lower cost incurred for training and development. A certified customer service specialist can be assigned a job role straightaway whereas, a rookie customer service professional will have to go through extensive training before they can take on their job effectively.
Technical Aspects of Job
Every customer service job needs some technical expertise. There are processes involved in all stages and types of customer service. On-job training will not necessarily cover everything that a customer service representative might face during the job. A certified professional will be equipped with all important aspects like Internet Customer Service skills, telephone customer service, and customer analysis.
One of the main reasons for employees’ turnover is that they are not satisfied or stressed at the job. They may be overwhelmed by many different challenges that they have to manage or the technical aspects. A certified professional will be trained and ready for all these challenges. The ability to effectively perform their job will improve satisfaction level because it gives them a sense of purpose. Therefore, hiring certified customer service staff can significantly reduce employee turnover.
Benefits for Business
Last but not the least … certified customer service staff will be able to satisfy and deal with customers more efficiently. Satisfied customers mean more business and more orders. Effective customer service can turn potential buyers into customers and then turn these customers into long-term clients. Certified professionals have the knowledge and skills to take on even the most difficult of challenges assigned to them.
The ability to perform under minimal supervision ensures businesses can get more output from a small team. A key benefit of hiring certified customer service professionals is improved productivity.