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Customer Service Training - HRDQ

Customer Service Training

Today's customers want service that is faster, cheaper, and more thorough. But you should be sure that your organization is prepared to meet that challenge. Can you say confidently that your organization's customer service is exceptional—and do employees know the difference between internal and external service? These skills are what set extraordinary companies apart.

HRDQ provides customer service skills training courses, activities, and assessments that can help you measure individual performance, build a service team, and identify changes needed in policies or operating procedures. Once you know the areas where improvement is needed, you'll be able to develop action plans for more effective customer service behaviors.

Customer Service Training Materials

Becoming a Customer Service Star lets employees and managers evaluate their behavior in five critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.

 

Delivering Exceptional Phone Service helps service reps build the skills required to meet customer's needs and ensure customers feel heard and valued by your organization. The program is rich with partner and group role-play activities with realistic customer service examples.

 

The Telephone Skills Training Activity Collection consists of effective activities that help improve business call-center related skills for sales, customer service, and support teams. It is now available for digital download.

Learn more about Customer Service

Why is customer service training crucial?

You can't expect customers to be satisfied with just being talked to. People are constantly discussing their customer experiences on the Internet. These days, focusing on building a strong customer service department with devoted employees who have the resources they need to perform a good job is critical.

Excellent customer service has a direct effect on keeping customers and getting new ones. It also makes customers happier in general.

When everything is said and done, it's not only about your training program; it's also about who you recruit. The first step is to hire the proper personnel, but you should also think about your onboarding procedures, tool training, and continuous coaching.

How to train your customer service specialists

It's time to begin educating your specialists once you've employed them. Rather than generating a slew of training resources and throwing them all on employees at once, try to create a strategy to go deep into customer service training activities.

Begin with a simple task and progressively raise the level of difficulty. Don't overwhelm a recruit with all the training they'll need to do all at once. Begin with a few modest activities and gradually add to them.

Directly, learn how to use the channels that an agent will employ. Don't limit your education to the classroom. While it's OK to start with the fundamentals, your employees will need the practice to learn how to operate. Employees must understand best practices as well as how to utilize the tools available.

Assign a mentor to a newcomer to assist them in progressing over their first few months. While they'll have their colleagues to turn to for guidance, establishing a connection that they can rely on. You can appoint a mentor from a different team to assist your new employee in branching out and meeting new people, as well as providing a safe environment to speak frankly in a way they might be hesitant to do within their team.

Ascertain that new employees are well-versed in the instruments. Ensure that new specialists receive practical training on the methods they will use throughout their training. While a person may understand the product from top to bottom and receive training on how to have the greatest discussions with customers, knowledge on how to utilize the right tool is also necessary. If an employee knows best practices, knows which methods are most helpful, and is very familiar with support tools, they will be more confident and perform better.

Ascertain that newcomers are well versed in your product. When it comes to helping consumers, no matter how much training an employee receives on dealing with clients and using tools, if they don't know the product well, they'll struggle. Allow them to test the product and browse the knowledge base. Make a way to test how well they understand, like a quiz or a coworker asking them how they would help a client with a common problem.

Create a "learn-on-the-go" culture. Don't confine your instruction to a single tool. Instead, create a culture that involves both interactive and classroom learning. Your employees should view assisting not just as a way to help clients, but also as a way to learn and grow.

How can you make your customer service training for employees more effective?

  • Find out which tools are effective and which are not.

Your employees are an excellent source of information on what is and isn't working in the training program. You could wish to incorporate fast, easy tests throughout the training materials, with a spot for open-ended comments at the conclusion. Remember that people learn in various ways.

  • To better prepare for the future, record the procedure.

Put your findings down as you solicit feedback from learners and review the training materials yourself. While not every piece of feedback will result in an update to the training, keeping a note of what people have to say about it can help you make decisions about future adjustments and how you support future learners. Keeping track of what works and what doesn't, as well as how you manage it when someone has a problem with a certain portion, can help you deal with a similar circumstance.

  • Make arrangements for a job shadowing exchange.

Observing others performing the same job is a terrific way for specialists to keep learning. Allow your team to form pairs and observe each other's work to learn new skills and offer comments to their partner. These tasks are especially good for helping teams find the best practices within their ranks, and they are also great for building teams.

  • Share your thoughts with the training crew.

Make sure the individuals in charge of training have access to the data. Make sure that everyone involved in the process understands the training materials you already have and the information you've collected along the way.

  • Create training on a quarterly or annual basis.

Training should not end after an employee has been assigned to a team. Why not produce fresh resources to supplement the onboarding training for the entire staff? You could even make it a collaborative activity so that a team can take a break and work together for a day without having to worry about customers.

  • Allow your team to train one another.

Your team is undoubtedly made up of individuals with diverse skills and interests. Why don't you make the most of it? Pay attention to how your team members do in several areas, and invite anyone who excels in some particular area to mentor others.

Train Customer Service Stars

The training process often starts with an assessment of key skills. There are certain dimensions that people should focus on when they want to develop their customer service skills:

Feeling Positively Toward Customers. A positive attitude toward customers creates great customer service. People who like interacting with customers are enthusiastic, make eye contact, speak positively, and want to get along with others.

Encouraging Customer Feedback. To provide excellent service to customers, you must know what your customers need and want. You can meet their needs by asking them to tell you both good and bad things.

Responding to Customer Problems. Make sure you respond promptly to problems. The standard of service is at risk when the response to a problem is delayed, passed to several people, or ignored.

Developing Repeatable Relationships. Long-term relationships are important because the value of a customer increases over time. To build relationships that lead to repeat business, people should act in a way that shows they know how much a customer is worth over their lifetime.

Seeking to Exceed Customer Expectations. The greatest opportunity to satisfy and retain customers is to find ways to exceed their expectations. Doing more than a customer expects makes that customer’s experience a memorable one, which can spark future business.

Exceptional Customer Service is Within Reach

If these skills and dimensions are developed well, employees will be able to provide high-quality service with ease. This ultimately leads to increased satisfaction for the client or customer, as well as greater opportunities for the organization. To help your organization develop these skills, use the assessments and activities on HRDQ to build a good customer service training course.