NEW WHITEPAPER | Scientific approach to training would deliver better customer relationships
09 August 2017
Training programmes based on behavioural science could be the key to unlocking better relationships between the workforce and customers.
That’s the conclusion of a new whitepaper from energy and construction training specialist Develop Training Limited (DTL).
The paper, entitled 'Behavioural customer service: how behavioural science can make good customer service even better', asserts that such training can help to maximize the potential of a business by bringing together fully engaged customers and employees.
The whitepaper, the latest in a series from the company focused on major training issues, highlights seven benefits of behavioural customer service training:
- optimises results, efficiency and job satisfaction
- improves communication
- stimulates clear thinking
- reduces stress levels
- supports people with differing skills and qualities to pull together
- helps with developing plans for positive engagement and feedback
- builds effective relationships
Reducing stress and preventing customer dissatisfaction
DTL’s Head of Corporate Management Development, Clive Lawrence-Forbes, said: "Behavioural science can not only help employees understand a customer’s behaviour, emotions and responses – it can also help them understand their own. In this way, potential issues can be anticipated and dealt with sympathetically and professionally, reducing stress for the employee and preventing customer dissatisfaction."
Behavioural customer service training from DTL
As part of its Management Development training portfolio, DTL has introduced a behavioural customer training course that is suitable for all internal and external customer-facing staff. Each course is tailored to clients’ specific requirements, procedures and codes of practice designed around four themes: customer service excellence, customer interactions, staff professionalism and behaviour and attitude.