Customer Service Lesson Plans
The Importance of Customer Service and Defining it in Your Training
Customer service sets the tone for the way businesses obtain loyal clients and build upon a good reputation. The employees that make up a customer service team must produce consistent customer service practices every day. The consistency is where many companies fail. For example, if one customer service representative approves a return or discount that another representative prohibited, and the ambiguity of how-to and what-to-do isn’t taken care of, then these matters will continue to occur and lead to much greater inconsistencies, back-tracking, and bad customer service. Good customer service takes great training.
The only way to prevent this is to keep customer service employees informed and constantly aware of the standards, processes, and messages your company supports. This can be a lot easier said than done. Larger companies and constantly growing companies can often struggle with the learning process. Some large companies may already have a learning system in place, but still experience significant drawbacks in retention and high turnover rates. Companies that are scaling are always adding new employees; the onboarding training time has to be quick, yet concise, and these employees must constantly be in-the-know of product and service changes.
The fact of the matter is, and it’s been proven time and time again, a great learning system from the beginning of customer service employee’s career will accumulate a myriad of benefits. High retention, greater productivity, low turnover, saved resources, and how about genuine job enjoyment? When customer service employees are well informed, they are better prepared to problem-solve and help customers. It doesn’t take a genius to recognize the value of customer service.
An Introduction: Customer Service Learning
We recommend for all businesses to build and house their training materials in a single place, preferably by using a platform sculpted for learning; not to toot our own horn, but that’s what Lessonly is. Our learning platform makes learning better for businesses so employees can ultimately live better lives. If your customer service team is well-informed, that means they can well-inform customers and act as problem-solvers and guides. When your team can quickly and effectively do these things, all three parties reap benefits; customers stay, the business gains new customers and a good reputation, and your employees stay, too, because they enjoy the satisfaction of helping people.
Whatever platform you use to build customer service training materials, make sure you consider the breadth of the material you’re going to build. Customer service is such a broad category. Before you jump into creating learning, map out the topics you’ll want to cover. Furthermore, make sure the messaging and directives of each topic are shaped to fit your brand. Below are a few lesson suggestions to get you started. Lessonly also has a myriad of free customer service resources available for download.
Customer Service Tips – This lesson can be a summary lesson of particular actions and dialogues customer service representatives should maintain when communicating with clients. Include FAQs and solutions that occur frequently with clients. We also suggest keeping a tangible version of this lesson for employees to reference to quickly.
Customer Service Skills – Use this customer service skills lesson to define the skills each employee should recognize and improve upon in their time at the company. Teaching customer skills doesn’t happen in one sitting. Know this going into your training. Ongoing training and one-on-one meetings are great opportunities to make sure each individual is progressing their skill set.
Customer Loyalty Programs – If your company has a customer loyalty program, this lesson should be all about the details. This is particularly applicable to customer loyalty programs for small business. Essentially, your team has to know the fine print and be able to convey it clearly to customers. What type of customer loyalty rewards does your company offer? What is the criteria for obtaining each reward?
Retain Customer Loyalty – Having a loyalty program is only one of many customer loyalty incentives you can offer. Even though customer loyalty program examples may be considered a measureable incentive, there are other contributing factors to the value of customer loyalty. Positive attitude, perseverance to problem-solve, clear communication, and wide product-knowledge will keep customers coming back. The value of customer satisfaction may technically be measurable, but it will feel immeasurable to the customer.
Customer Service Communication – Use this lesson to direct employees in conversational methods, specific phrasing, and communication processes within the company. For example, if you have a disgruntled customer, how will your rep discover their issue? If it is not in the reps power to solve the issue, what happens next in the line of communication?
Once you build your materials online, shape your lesson plan for teaching customer service. Decide which topics should be learned first. With Lessonly you can schedule and queue up lessons and courses for any future date.