The Importance of Training in Customer Service
Customer service training can feel monotonous to a learner. The importance of training customer service representatives goes beyond just checking a completed box from the administrative side. If your learners aren’t enjoying the learning, they will likely struggle with retaining the information.
So, why is training important to a business? This is where the importance of being earnest plays into the importance of employee training. A learning system must not only be efficient, but effective. The absence of the latter leads to training issues in the workplace. A great learning system takes a lot of in-depth thought from both user-sides, objectively and subjectively. An administrator can cover as much material as they want, but how much of it will a learner be capable of retaining? If customer service reps aren’t believing what they learn, how is it at all possible that they’ll be convincing to customers? What does a great learning system look like? What will turnover look like if our learning system succeeds? If it fails?
The importance of training and development is no stranger to large businesses. But what is foreign to these businesses is gathering the answers to these questions from the learners themselves. Instead of hopping aboard with a learning platform that is easy for administrators and complex or numbing to learners, think about how the learning program will contribute to the aptitude of learning.
The Benefits of Training Customer Service Reps Beyond the Tangible
Companies and influencers will always preach that the benefits of training programs is an abundance of resources saved. But we’re going to go beyond that. Employee training statistics will show that effective, enjoyable training will significantly reduce turnover rate. Why? Because employees feel well informed to perform and progress, resulting in genuine job enjoyment.
Simply, the lack of turnover will allow for a company to grow faster, for employees to stay loyal, for the benefits of training and development in the workplace to be apparent long-term. The importance of job training is directly correlated to the growth in a company.
Types of Training for Customer Service
Of all the types of training used in business, when it comes to customer service, we find that there’s generally a combination of these three types:
Classroom-style training – This is just what it sounds like: A group of new employees sit in on a training session, taking notes while a training professional lectures on the how to’s and do’s and don’ts of customer service for a company. With the progression of technology, using solely this method is a bit outdated.
Automated training – Automated training is the use of elearning software to deliver training to a bulk of individuals. Think of it like classroom-style training, but on a digital platform, and much easier to organize, deliver, and assess materials. For example, instead of printing of a myriad of resources and quizzes, and having to take the time to lecture then assess, you can do it all in one-fell-swoop. Lessonly has created a platform in which administrators can create fluid lesson material and incorporate quizzes, polls, and free-response questions into the same lesson.
One-on-one training – This kind of training is more like a guidance tool. An employee in the same role, or one who has experienced the same role and has since moved up in the company, will act as a leader to a new employee. The “learning leader” will be the source for any answers the new employee may need. Generally, the learning leader will spend one or two days showing the new employee the ropes of customer service, then will meet with the new employee once a week to fill in any learning gaps along the way.
Of the three types of training above, automated training is most often used in combination with one of the others. Elearning lessons can help brief an entire class on customer service basics, then once everyone files into the learning session, lecture material can cover more situationally based topics in accordance to brand specifics. The same goes for one-on-one training; a learner can learn by doing from the get-go because they would have already been briefed on processes and procedures through elearning. This way, the learning leader answers less menial questions.
The Objectives of Training in Customer Service
When developing your employee training methods for customer service, think about the objectives of you want to achieve. Objectives of training programs are the ultimate outcome you want from each employee in training. Your objectives of training should be a reflection of your meaning of customer service. Here are a three basic objectives of training and development in an organization that we suggest using, then sculpting for your customer service team.
Impart veteran and rookie learning – This objective can be reached by fostering a training environment in which old and new employees come together to discuss current and future processes. For example, with an elearning program, like Lessonly, you can schedule lessons at a cadence. If a department needs to take a “Good Customer Service Skills” lesson year-round as a refresher, use that opportunity to bring everyone together and discuss changes in communication methods. Then, update the lesson. With Lessonly, information is automatically saved.
Prepare for a second line – Surely, you want all of your employees well-informed enough to progress in the company. With a great learning system in place, the likelihood of that is high, and turnover is low. Great onboarding and training can get employees performing in their role and passionate about their job.
Expand customer knowledge – Each customer service employee should be fluent in product knowledge and company processes and procedures. If your new team isn’t conveying that correctly to customers, customers get frustrated and drop off — employees too. To be able to communicate effectively to customers who don’t understand, your customer service team needs to be omniscient. That way, they can elaborate clearly when answering questions and concerns, and in turn figure out the best solution for a customer.