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With more and more companies using Interactive Voice Recognition (IVR) systems
and similar automated devices, the customer is becoming more and more isolated
from human beings in transacting their business.
When call centre/customer service people are involved it can often seem to the
customer that they are in fact dealing with a robot. While the highly
structured approach meets what the company wants (or at least thinks it
wants), the customer quite often has a bad or negative experience.
Inspirx teach its clients people how to make the difference, in these "Moments
of Truth".
The whole program is aimed at the management as well as the people
who work in the company.
It brings about a new
ethos.
It changes not only the external perceptions but the internal ones as well.
The benefits to a company are significant - not just in customer loyalty, but
also in people retention. It has been shown that when staff feel that they can
make a difference they are more likely to stay with an employer.
Make your organisation a better place for your customers and your people -
call or contact Inspirx to find out how we can help.
Key Benefits
 | Customer Loyalty
It has been demonstrated by many research projects that it costs between 6 -
10 times as much to gain a customer as it does to retain them. Therefore
losing customers is something to which wise investment is needed. The cost of
training people may seem high but the cost of not training them well is far
often much higher when customer loyalty suffers.
In any business whether it is new or long established, it is not just the
initial training that is important, but the ability to continue to train and
coach people well. Inspirx has a well respected program which has shown to be
highly successful.
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| Staff Loyalty
We all want to work in highly successful companies - basically because we all
want to be winners and to enjoy in the benefits of such enterprises. We
equally have personal goals and desires, and in amongst these are the need for
development and fulfilment. It has been shown that good training is a key
factor in achieving staff loyalty.
Make your company a winner with your staff, call Inspirx now for information
on how we can help your company be a success.
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| Improved Financials
With better trained staff - you get two key financial benefits and many
smaller gains.
Firstly the loyalty that is gained with customers, saves money in its own
right. However with that you will also gain word of mouth praise from those
loyal customers. Recommendations from your existing customers will gain you
new customers with much lower sales costs associated.
With loyal people, you will have far less staff turnover. This will lower your
repeat training costs and also ensure that you always have a highly trained
and capable workforce. This in turn will aid customer loyalty.
The virtuous circle of benefits to be gained from good training is something
that will make your company a winner.
A comment from one of the attendees to an Inspirx course was "you lived
up to your company name - you inspired me to strive for excellence". For us
here in Inspirx there can be no higher praise than from the people who attend
our courses. |
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![[Company Logo Image]](_borders/inspirxlogo2.GIF)
