The current market has changed, and the customer has become the center of all strategies. In this context, the competitive advantage lies in the hands of companies that quickly adapt to the scenario and can keep up with consumer transformations. Therefore, continuously seeking knowledge is a fundamental element for any professional or brand seeking success, especially for those working on the front lines in customer service.
According to Salesforce, over 90% of consumers say a positive experience makes them buy again, while Statista points out that 83% consider customer service crucial for brand loyalty. In addition, Zendesk reveals that over 60% of customers value quick problem resolution, while long wait times frustrate more than half of consumers.
According to Alexandre Slivnik, who is also an expert in service excellence and vice president of the Brazilian Training and Development Association (ABTD), leaders and service managers face the challenge of maintaining high standards of excellence while keeping up with changing consumer expectations, technological innovations, and new industry practices. “Continuous learning becomes an advantage, as it allows these professionals to always be prepared to meet the increasing demands for high-quality attention and personalized experience,” he says.
The search for knowledge, when well-structured, ensures the improvement of technical and interpersonal skills of sector leaders, while strengthening a culture of excellence within organizations. Trained professionals aligned with market changes are more capable of providing quick and efficient solutions, dealing with complex situations, and promoting empathetic and assertive communication with clients. “In addition, continuous education promotes the development of a growth mindset, essential for teams to feel motivated and engaged in seeking constant improvements,” points out.
By elevating the level of professionals, it’s possible to positively impact areas such as productivity, organizational climate, and talent retention. Organizations that encourage the qualification of their employees also reduce costs related to recruitment, promoting a collaborative and innovative environment that encourages the exchange of ideas, the identification of new opportunities, and quick decision-making in changing scenarios.
“Magic Strategy”: an immersion in service excellence
A practical and highly recognized example of how continuous education can transform the performance of leaders and teams is the training “Magic Strategy“, led by Alexandre Slivnik. The one-week immersion, held in Orlando, provides participants with a unique opportunity to learn from behind the scenes of Disney, one of the biggest global references in customer service.
During the course, leaders have contact with the best customer service practices and management strategies that have turned the brand into a global icon of service excellence. The program is designed so that participants can apply these concepts directly in their daily business, resulting in a significant improvement in the quality of customer service and team engagement.
“When we talk about continued education, we are referring to an endless journey. We never stop learning – and we should never stop. Constant training is a necessity to develop new skills, but also to keep our brains active, our empathy sharp, and our problem-solving abilities high,” emphasizes. Immersion is an opportunity for leaders to reinvent themselves and bring these lessons of excellence to their companies, ensuring high-level customer service.
