Customer Service Training Programs
Customer satisfaction can plummet if your customer service team isn’t adequately equipped with the proper knowledge for the job. This is exactly why every support team needs customer service training. And, a great customer service training program helps agents and reps develop their skills and grow their knowledge.
Training programs also enable customer service reps to also learn about product information and how to use customer service software. Getting your customer service team the training they need means improved interactions for all future customers.
If you don’t know how to create a customer service training program, a few key things are essential to making your program perform above average. First, remember that customer service training is about more than forcing your customer support team to memorize your product information. And, while teaching them about products is a part of it, it’s not the most important one, not by any stretch. Customer service training programs are about teaching your teams to become better customer support agents. Therefore, all good customer service training programs should teach the learners new skills, your company’s goals, and, yes, some essential info about your goods and services.
Types of Customer Service Training
When you look at a company’s makeup, where does success source from? Sales? Marketing? IT? Truth is, it takes many to tango, but let’s take a look at the front lines: Customer Service. Customer Service reps are the main and sometimes only touchpoint for the customers that keep your company existing. Aside from simply being helpful and having the answers, reps are an extension of the brand and reflect the company’s values over every phone call or chat they have. No pressure though! Keeping a Customer Service team aligned, prepared, and performing is no easy task. Here’s why customer service training programs are of utmost importance for organizations.
Customer service training comes in many different forms. Historically, the most common of these are instructor-led training seminars and webinars. There are many customer service training options, but here are a few to consider.
Customer service training seminars
One could argue that in-person, instructor-led training seminars are among the most interactive customer service training programs available. That’s because the lessons are more personalizable than some others. As long as the instructors know what they’re doing, they’ll observe the needs of the people attending the seminars and tailor their approach based on the needs of the attendees. They can answer questions in a more personal and specific way than you can with static training materials.
Using customer service training seminars means that experienced veterans of the customer service field can come in, share their stories, and apply them to the training. This gives new agents the chance to take the information being taught and give it real-world applications, which often helps people retain it better.
Customer service training videos
Customer service training videos have become closely intertwined with another kind of learning known as webinars. Customer service training videos usually consist of someone showing a concept to the customer service team rather than standing in front of them and telling them about it. You can reuse customer service training videos until they are no longer relevant, which might take several years. Sometimes you can even find free customer service training videos online that can also work for your team’s needs.
So… what’s a webinar? A webinar is a seminar conducted over the web, hence the name. They can bring together more people at once than would be possible with an instructor-led workshop. The best part is that not everyone needs to be in the same place at the same time.
Additionally, anyone can save webinar recordings for later use, giving you a wider range of availability for those you wish to train. It also increases how much content you can put out. This allows you to create a valuable stockpile of helpful information for your current employees and for anyone who may need it in the future.
On-site customer service training
You may have heard the saying, “time is money.” If that principle is essential to your business, then you may prefer on-site customer service training. This type of customer service training program often brings in an outside expert or trainer to a company for training sessions. Like customer service training seminars, which can fall into this category, on-site customer service training is highly personalizable. The trainers can take questions and provide answers on a 1-to-1 basis if time allows.
Customer service training modules
Customer service training modules are interactive mini-lessons that often occur in a digital setting. Modules allow information to be learned in bite-sized chunks, which leads to better retention than a longer course. You can also arrange training modules to best suit the particular needs of your company, meaning that your reps only have to complete the training that directly applies to them.