Great customer service skills are taught—and how you prepare your team can have a significant influence on how your service team impacts your business. Using these four customer service training tips, you can take your CS team to the next level.
1. Practice as you play
Your service team likely spends a lot of time in a support tool like Zendesk or Intercom, so why should they practice their skills with a different tool? Let your new hires learn in the apps that you use or, better yet, pull your tickets into your training software. This way, people can learn and practice at the same time.
With Lessonly, it’s incredibly easy to import your existing Zendesk tickets into a Practice question. With just a few clicks, you can have a realistic, practice version of a Zendesk ticket ready to go in a lesson.
2. Build continuous learning into your process
Just like your business, your teams are constantly evolving and learning. By building an employee enablement process that highlights and promotes continuous learning, your teams can share and grow together. An excellent first step is setting up lesson experts—folks who know the material well and can answer any questions that arise.
In Lessonly, you can set a lesson expert right from the Lesson overview page. After setting an expert, learners will see the Ask the Expert button at the top of the lesson.
3. Highlight and track what’s working
Showing off examples of good customer service is a great way to help your entire team improve. If you have a great recording of a customer service team member nailing a support ticket or call, consider putting it in a lesson to highlight what they did well. It also helps to keep customer service skills list so you can quickly find what learning content is relevant to each skill.
Tracking learner engagement and practice stats helps determine what learning content is working best. Assessing the impact of a customer service training plan enables teams to adjust and adapt as needed.
Lessonly provides tools for tracking all sorts of metrics—from lesson views to search volume. You can find all these stats under the Insights tab, making it easy to assess and plan for your next lesson or practice scenario.
4. Make sure your team knows the product
This might seem like a no-brainer, but for your customer service team to help others, they need to know the product! Build customer service training materials around the various features and pages of your product or service, and then make sure they show up when your team needs them!
Lessonly makes this super easy with our Lessonly for Chrome extension. It allows you to have learning content show up directly on the page. This view is great for a busy customer service representative—training happens as they are walking through the site explaining something to a customer. They can see lessons and links to help them perform and assist customers even better.
We also have integrations that provide access to learning content inside of Zendesk and Salesforce. These tools make it incredibly easy for your support team to find what they need, when they need it.
It all starts with culture
Building excellent customer service teams is all about starting with a culture of continuous learning. All of the customer service tips and tricks in the world won’t help if your team isn’t encouraged to grow and learn together. The best next step you can take is to enable your team to get knowledge out of their silos and into your learning management tool. If you are looking for more on how to improve customer service, check out Lessonly for customer service training.
Empower your reps with Lessonly
Elevate your customer service employee training with powerfully simple software. Lessonly’s training tool makes it easy to continuously train teams, so new reps can train, practice, and perform better. Get a demo to see how you can Do Better Work today.