The expectations from customer service representatives might be clear- to guide customers to solve their problems. But, how they navigate this process is easier said than done. That's where customer service training can be of help. But, what is customer service training? It is the process of teaching employees the skills and knowledge to create great customer experiences. This article discusses some customer service training ideas that companies can adopt.
Utilise the power of videos
Observational learning is one of the best ways to pick up information. Many people learn quickly by seeing others do things. Companies can show their employees how to accomplish a task using videos. Customer service training programs come with video-recording technology and tools. Using these, companies can develop a number of learning materials that can be accessed by employees anytime. Experienced staff and instructors can explain processes through demonstration. For instance, when it comes to using customer service support software and tools, they can show how to use them, their most useful features and shortcuts. They can also add tips and tricks while explaining.
Role PlayingThis article discusses some customer service training ideas that companies can adopt.
Empathy is a core value that all humans should develop, especially if you are working in customer service. One way to understand the customer's problem is to walk in their shoes. Role playing is an effective exercise to develop this skill. While one employee pretends to be the customer presenting an issue, let the other be the customer service representative handling them. Acting as a customer and going through the processes as they would help in understanding the kind of trouble they are facing. This way, customer service staff can really mean it when they say that they know where the customer is coming from. Role-playing helps employees develop communication and troubleshooting skills. Since they are not dealing with real customers, they can practise new techniques they have never tried before. Organisations can also give this experience of a live environment using gamification elements in their training program.
Keep Them Well-informed
Good product/service knowledge is crucial while communicating with customers. Educate employees about the features, benefits and uses of the company's offerings. Make sure to be a little creative and incorporate elements like videos, quizzes, etc. to make learning interesting. When the training material is available online, employees can access them when they need it immediately. Also, if companies want to add any new information, it can be updated instantly. Employees will be notified when new information is uploaded.
Create Virtual Classrooms
Not all learning has to be done without instructors. Video chat technology can be used to unify hybrid teams or remote employees and improve group dynamics. This is an opportunity for employees to interact with their colleagues and mentors, especially if they are working remotely.
Employees can get the most training when they participate in it without getting distracted. For employees to stay engaged, the training program should be fun. Gamification uses problem-solving techniques of video games to create real-life experiences in order to engage and inspire employees while learning. This can be especially useful while explaining topics such as cybersecurity and safety procedures that have dry content. Using games can also create a sense of achievement in employees.
The end goal of customer service is to increase customer satisfaction and business profitability. Make sure that the organisation uses the right technology and tools to develop customer training content that reflects the needs of customers. To learn more about customer service training online, visit Imarticus Learning.