It is a fact that small businesses worldwide spend almost double what big corporations do on training per person per year.
This is one more reason why
small business owners need to be very selective of the training they choose
for their employees.
Small business employee training needs to be directly tied to results such as improved customer service, increased sales, and tasks completed faster and cheaper.
Legal training isn’t the obvious choice because it doesn’t seem to affect the day-to-day business operations of a small business.
And this is where most small business owners are wrong.
Legal training has many practical effects that can be directly related to growth and improvement in the way your business operates.
Today, we have decided to focus on customer service because in our digital age, the power belongs to your customers and when they are delighted, your business thrives.
How does legal training relate to customer service?
There are a number of ways that legal training and knowledge can assist your staff to serve the customers better.
We have chosen to discuss the most common situations that occur in small business routines.
Legal training helps customer service
1. Debt recovery
Debt recovery is a sensitive issue and many businesses run to the debt collector as soon as they have accounts receivable. However, training your employees to know the debt recovery process can not only speed up debt recovery but also avoid new occasions.
Most employees just don’t know what to do when payments are not made promptly. Trained employees can provide pre-purchase information on discounts for cash payments or explain the process in a friendly and respectful way after debt has occurred keeping the customers happy and the business liquid.
2. Warranties and return policies
The regulations on warranties, guarantees and return policies in Australia are quite strict. There is a guaranteed consumer warranty for many products and your sales employees need to be able to provide timely and truthful information regarding this issue.
The problem with the lack of legal training is that employees often don’t feel confident to accept returns, which leads to decreased customer service quality. For example, customers might not be happy with one product but if their inquiry is handled with care, they might come back and purchase another.
Sales employees especially need to be knowledgeable regarding warranties to always provide relevant information and make customers feel safe in your business.
3. References and contracts
Do your employees know?
When customers are not happy, have complaints or even claims, legal training really shows its value. After just a few hours your employees can recognize which claims are legitimate and which not, how to quote contracts and where to find specific information on behaviors and promises made to customers.
For example, knowing what is in the social media policy of your company (and why you have one) can help your staff provide better responses online and treat customers well, with the legal knowledge in the background.
See? Legal knowledge can help your employees make customers happier and thus your brand – their favorite.
But, wait, don’t run and apply to law school just yet, you don’t need that. Neither does every new employee need to undergo a special business law examination. You can’t expect them to be lawyers.
Look for a
flexible, business-oriented and practical workshop or course that can help your employees understand the legal basics behind customer service
and leave the details to your lawyer.
Legal training and customer service didn’t seem to have anything in common, right?
But you just learned that this is a common misconception.
Imagine what more you are missing about legal training!
Want to Learn More About Making Business Law Work In Your Advantage?
And I want to give you a FREE eBook that will help you start off on the right foot with business law, save money on legal fees, avoid legal trouble and create a legally sexy business.
Want it? Get the ebook here.