Customer Service Examples
The retail industry is notorious for bad customer service. Many of the publicized stories on customer service have to do with poor worker-to-customer communication. As a manager or supervisor, it’s your job to make sure these kinds of situations are prevented at all costs, and instead, have great customer service stories be publicized.
Customer Service Skills
Good customer service skills at a high-level can come naturally to some. But when explaining customer service to your team, it’s all in the details. Excellent customer service skills are rooted from your businesses’ detailed definition of customer service. To define excellent customer service skills, think about the key messaging and values that your company revolves around. Then, create long-form and short-form learning material consisting of processes and procedures that encompass those messages and values.
It’s true that some employees will be inherently good at customer service. Employees that are great communicators and problem-solvers are ones to look out for when interviewing. Even if you ask all the right customer service interview questions, and the interviewee is nailing the interview, you’ll still need to train that future employee on the thorough do’s and don’ts of your brand’s customer service.
A great way to do this is to build learning material digitally, deliver it to employees, and track their learning. Lessonly is a learning automation platform equipped to not only train employees on customer service but give managers the means to improve learning and innovate within the company.
Customer Service Training
Excellent customer service starts with effective, enjoyable training. If employees can’t embrace learning customer service skills, they’re not going to execute those skills properly to customers.
In retail, use elearning material to brief and reinforce action. With Lessonly, you can deliver training prior to on-site training to have employees prepared to perform. Furthermore, you can assess the learning of individuals and deliver ongoing training along the way — all on a digital platform. You can create and shape your learning however you want to. From a high-level customer service duties course to a lesson on customer service phone tips.
Within Lessonly, learners can reference back to material on a whim with any mobile device. If you don’t want your reps using their phones under the counter, consider printing off a quick-guide of internal customer service tips. A customer service skills list that consists of actions and reactions or FAQs and responses is a great cheat-sheet for employees to refer to.
As a retail manager, ask yourself the most important questions and put yourself in frequent scenarios as an employee. How does an employee deal with a customer that is right? How should an employee talk to a customer over the phone versus in-person? Can a customer be reimbursed for a damaged, delivered item? Without answers to questions like these, learners are going to feel lost and hesitant to problem solve. Or, employees will problem-solve to their best ability, and the solutions to these repeated situations will be different between each employee.
It’s necessary to note that retention doesn’t come from learning something once. It takes repetition and immersive learning. On some learning platforms, like Lessonly, you can schedule certain lessons at a cadence weekly, monthly, or annually to keep employees refreshed on information. If a lesson needs updated between then, the updates are saved automatically and the scheduling will not be affected. When learning happens at a cadence, it become memorable; information is retained and relevant experience is gained.
When it comes to creating great learning, Lessonly gives you the platform to incorporate a mix of media. That way, learners can be engaged and entertained with learning as opposed to dreading the experience. Besides the standard customer service training examples, sprinkle some fun into your learning. For example, throw in some customer service quotes throughout the lesson. Starting out, these can be quotes from famous people that pertain to a certain example, but after sometime, you can update the average quotes to great customer service quotes from your employees. These retail quotes can reinforce brand values and make an employee feel recognized for their knowledge.
Define good customer service for your team by providing real-life examples in training. Incorporating these customer service examples in training allows employees to imagine themselves in similar situations prior to actually being in them. Use simple scenarios to display how good customer services examples can quickly become bad customer service examples.
Incorporating questions, like free-response or poll questions, into lessons will show your employees that you value their opinion. They will be more inclined to contribute to bettering customer service in your business. If you decide to quiz employees on practices, you can identify individuals that are excelling in learning and those who need to be coached more. By tracking learner progress, you can keep everyone performing at the same level.