Using Training Management Software To Improve Customer Service
Customer service is important. It is particularly important in the training industry, in order to improve the delegate experience and protect customer retention. It costs five times as much to attract a new customer, than to keep an existing one (despite this, 44% of companies have a greater focus on customer acquisition). Therefore, it makes sense to perfect your customer service strategy. But how?
This blog explores some of the ways to improve customer retention post-course and ensure that your relationships don’t end after course delivery.
Our previous blog on customer service and part one of our customer service webinar series focused on the importance of customer service offered to customers before and during the course booking process. This concentrated on all touch points that occur before any training takes place including booking confirmations, joining instructions and course notifications.
Due to the success of our previous webinar on customer service, we thought it would be a good idea to hold another. Instead, this webinar will take a look at post-course customer satisfaction, including touch points such as post-course follow up emails, evaluation forms and discounts.
According to Talkdesk, 93% of executives say that improving the customer experience is one of their top priorities, yet only 37% of them have a formal customer experience plan!
The relationship with your customers shouldn’t end when the training course finishes. Customer retention is extremely important and you should be ensuring that customers are not dropping off the radar. Training companies need to keep in touch with customers post-course to nurture existing relationships. Some of the most crucial post-course touch points that need to be considered include:
- Thank you for joining emails
- Post-course evaluation forms
- Follow up emails/special offers
- Speedy certificates and follow up
So what can you do differently?
In order to maintain these relationships, companies may benefit from taking a systematic approach to ensure that all customers are contacted post-course. Many training companies overlook the power of software in adding value to their courses and overall business performance. Training management systems automate aspects of administration to make sure that you never miss a task or forget to send an email.
Training management software also provides you with the ability to analyse reports based on customer interests and behaviours. This allows you to better understand your customers’ needs and increase your overall business intelligence. This means that you can make well-informed decisions and increase customer satisfaction by gaining insight about the market. Without a doubt, this is a great way to improve your competitive position and better serve your customers’ interests.
With this information, training companies can send automated customer communications, ensuring that you keep in touch with previous delegates and keep them engaged.
A great way to encourage delegates to book onto more training courses is by offering them specific discounts. For example, if they book onto a certain course, you can offer them a discount for a related course in the future. This not only encourages them to book another course, but it also makes them feel rewarded and valued as a returning customer.
Donwload our brochure to find out more.
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