An administrator of service contracts for independent auto dealerships, Royal Administration Services, Inc., prioritizes customer satisfaction, understanding that loyal customers are vital to the success of any organization. Royal Administration Services, Inc., implements a comprehensive training program for its staff. Companies considering such programs should follow these tips:
1. Base the program around feedback that has been received from customers and staff. The program should be fluid in nature and able to adapt to the changing demands of the marketplace.
2. Establish that what the customer wants should always be the top priority. Help trainees understand the importance of listening and offering empathy, rather than trying to push their point of view onto customers.
3. Provide a clear outline to trainees on what their sessions are intended to accomplish. Create objectives for each session, and use assessments to determine their success.
4. Inform trainees of any important brand information, and keep them updated at all times. They are representatives of your company, so their message must be consistent with that offered by the branding.
