I guarantee every adult, from your Aunt Carla to your favorite sitcom character, can share a story about a terrible customer service experience.
The truth is, the customer service industry is in the midst of a revolution. From A.I. and chatbots to data and automation, customer service leaders have to juggle their training efforts with the latest and greatest service and experience trends. And it’s more than worth it.
You see, delivering great customer service has many contributing factors, but exercising different types of customer service training lies at the heart of this challenge. Without proper customer service representative training and enablement, reps don’t have the knowledge and skills they need to provide service that sets them apart from their competitors. When everyone is trained on their company’s customer service standards, products and services, and processes, they’re more likely to go the extra mile and deliver amazing experiences today and for years to come. And if you haven’t gotten the memo: the most efficient way to train your team is through customer service training programs.
What Is a Customer Service Training Program?
Customer service training programs are a step-by-step plan created to enable employees on the knowledge and skills they need to perform at their jobs. It typically includes multiple courses with customer service training modules that cover all the most important issues and topics associated with their work.
What Makes a Successful Customer Service Team?
At its core, we think the answer is pretty simple here. A customer service dream team is a happy one that
- Focuses on employee satisfaction.
- Regularly asks leaders and managers how they can do better.
- Acknowledges the team’s hard work and helps everyone progress with the tools they need to grow their careers.
A strong customer support team is at the heart of every success story. Who can help clients make the most of a product? Who can address their questions and concerns no matter what? That’s right—a highly trained support rep. And, your team is sure to qualify as successful if it holds these qualities:
- Play as a Team: Customer service isn’t an individual sport. Combining forces for your customers to get the greatest service develops critical thinking, promotes easy knowledge sharing between employees, and boosts productivity.
- Pleasant Interaction: A chatbot or any other computer might deal with some common requests just fine. But, when it comes to more complex issues, human communication is a must-have. Be nice and friendly to demonstrate an element of trust and the readiness to go the extra mile for a customer.
- Proactivity: By delivering proactive customer service, you can show your willingness to help clients before an issue even pops up. Such an approach ensures clients feel appreciated and heard.
- Patience: If customer service agents react to customer questions with impatience or frustration, nothing is going to work out. At the end of the day, a customer service department is a place where people should receive support that features understanding and respect.
What Makes a Successful Customer Service Training Course?
The best customer service training programs are sure to qualify as successful if it holds these qualities:
- Video Training: The best online customer service training videos can be used again and again, providing valuable education with very little effort after initial creation. You can use videos to cover a wide variety of topics, including common customer support situations that employees might need advice or guidance on, or how to handle a company crisis.
- Interactive Exercises: Incorporating interactive exercises for employees to participate in throughout the presentation is a great way to implement impactful, active learning.
- Assign a Mentor: Assigning a mentor to your reps will provide positive guidance and allow them to have a friendly leader to turn to when they need advice in a sticky situation.
- Job Shadowing: Job shadowing helps new reps get the lay of the land and have a better understanding of how the company operates and speaks to its customers. It’s an effective method to help newbies to get hands-on experience in customer support situations before they have to dive in and manage similar issues on their own.
Check Out Some of Lessonly’s Customer Service Training Materials That Your Team Can Use to Get Ready for Success.
Now that you know what it takes to take your customer service training plan from good to great, it’s time to get started. Think about your customer service strategy. Is it up to par? If it’s not the case, you’re not alone. 72% of businesses claim that fine-tuning their customer support is a top-of-mind priority. Let us help.