As the face of your businesses, your customer service reps are largely responsible for the quality of service offered to customers. No pressure, right?
Delivering great customer service has many contributing factors, but customer service training for employees lies at the heart of this challenge. Without a proper customer service training program outline and enablement programs, reps don’t have the knowledge and skills they need to provide service that sets them apart from their competitors. Some may consider our heavy remote-working environment right now to hinder the types of customer service training that will be effective, but we beg to differ. In fact, we think there are so many benefits to customer service training programs in a virtual setting.
Benefits of Online Customer Service Training Materials
There are a whole bunch of benefits, but in the interest of a responsible blogging word count, we’ve narrowed down this post to our top four.
- Boosted Customer Loyalty: Happy customers keep coming back for more. They also spread the word to their friends. It’s just a fact that happy customers are lifelong customers.
- Improved Self-Confidence and Motivation: Well-informed employees are more self-confident and assured. They know that they have all the information they require to get the job done. As such, your employees are motivated to develop their knowledge and skills. You also have the opportunity to provide reps with their own customized customer service training template, which enables them to focus on their own areas to improve and continually tune their talents.
- Enhanced Brand Image: Online customer service training can help to enhance your brand image and establish trust. Consumers are more likely to purchase your products and services because you understand the importance of training employees. This is a direct reflection of your company’s dedication to its own staff and its loyal customer base.
- Increased Revenue: Customers who receive a positive experience are more likely to provide repeat business. They know that your organization cares about customers. As a result, great customer service translates into increased profits. See how that works?
How to Teach Great Customer Service in a Virtual Setting
There are different ways to set up and run remote training, and deciding which process works best for you will depend on your needs. Here are customer service training ideas that we believe will ensure a smooth and hassle-free way to get your virtual training up and running fast.
1. Buy the right tools
Go ahead, try to use Powerpoint, Skype, or Excel to run your virtual training. You might make it work, but it’ll make your life a lot harder. Instead, try an online training platform that’s easy for everyone to access and use.
When it comes to choosing the right tool for your team, create a list of your top wants and needs. Are there other tools your team already uses that you need your virtual training platform to integrate with? What kind of tracking and reporting do you need? By creating a list of what’s most important for your virtual learners, you’ll be able to narrow down the right tool easily.
2. Pick the right delivery mode
There is no universal best choice to deliver training content. What may work best for one team or organization might not work in the same way for another. Consider who needs to receive training, how long they have to complete training, and what topics need to be covered when you choose the right training method. Some common options include:
- Synchronous Learning: any training activity in which all learners are participating simultaneously. It can happen online or offline, so it’s likely that the instructor-led classes you conduct fall into this category. This type of learning is time-dependent – there is a single time slot in which it can happen.
- Asynchronous Learning: when learners access learning content and assessments and communicate and participate in activities on their own time – or ‘self-paced.’ They don’t need to be on-site, and for remote training, they don’t even need to be in the same online learning space at the same time to study and complete the training.
- Hybrid Learning: takes elements from both the synchronous and asynchronous models and mixes them together to create a custom solution. Because of its flexibility, a blended solution may be the best way to approach more complex remote training requirements.
3. Prep your learning materials
The Girl and Boy Scouts of America taught us to always be prepared, and that skill doesn’t just apply to camping in the woods. This is where that delivery method comes into play. Are you providing a synchronous remote experience? Then, you need to prepare or create some presentations for your web-based classes and build some reference materials to accompany them. Maybe you’re going the asynchronous route? If so, eLearning courses and videos will be the cornerstone content that needs to be prepared. If you’re using a hybrid method, then you still need all of those types of materials and more to prepare.
Delight more customers with Lessonly
Your customer service training program doesn’t have to suffer just because we’re working remotely. Lessonly can help you deliver virtual customer training exercises that improve CSAT and NPS. Click here to see how.