These are the topics we’ll be covering in this post:<\/p>\n
- \n
- What is customer service training?<\/a><\/li>\n
- What skills do you need for customer service?<\/a><\/li>\n
- Why is customer service training important?<\/a><\/li>\n
- What does customer service training involve?<\/a><\/li>\n
- The most critical customer service training topics<\/a><\/li>\n
- How to implement a customer service training program<\/a><\/li>\n<\/ul>\n
<\/h2>\n
What is customer service training?<\/h2>\n
Customers don\u2019t receive a great service, they experience it. And to create that positive and memorable experience, employees at every customer touchpoint must have a few important skills – gained through customer service training programs<\/a>!<\/p>\n
Through customer service training, your staff will learn how to create an unforgettable experience before, during, and after the sale – which is what you were going for in the first place!<\/p>\n
<\/p>\n
What skills do you need for customer service?<\/h2>\n
Think back to when you last made a purchase and felt good about it. Now try to remember why it felt good.<\/p>\n
Did the sales rep have a contagious smile? Perhaps the shop assistant was super knowledgeable about the product. Or, maybe the after-sales agent understood your complaint and quickly resolved the issue.<\/p>\n
Whatever it was, you\u2019ll probably find that special \u2018something\u2019 in the list of customer service skills below. These are the essential skills your employees need to master in order to improve customer service.<\/p>\n
1. Patience<\/h3>\n
Customers are always right, even when they\u2019re wrong. This can create some frustrating situations for sales and support staff. Practicing patience keeps the situation calm, and allows customers to express their complaints without conflict. Once they\u2019ve cooled off, the employee assisting them can focus on resolving the issue.<\/p>\n
2. Active listening<\/h3>\n
It\u2019s almost impossible to resolve someone\u2019s issue, or understand their need, without listening to them first. This makes \u2018active listening\u2019 one of the great customer service skills<\/a> of today. It involves not just hearing what the other person is saying, but fully concentrating on and interpreting their message, too.<\/p>\n
3. Product knowledge<\/h3>\n
This might seem like an obvious one – but, boy, is it essential. When staff don\u2019t know or understand the products they\u2019re selling, the customer experience is automatically at risk. Sales staff won\u2019t be able to answer questions, or make informed recommendations. And support staff won\u2019t be able to, well, support!<\/p>\n
4. Persuasiveness<\/h3>\n
This skill isn\u2019t about refusing to take \u2018no\u2019 for an answer. It\u2019s about avoiding \u2018no\u2019 to begin with. Employees with this skill are able to create a compelling message that convinces potential customers of the value of a product or service. As a result, they close more deals.<\/p>\n
5. Time management<\/h3>\n
Did you know that 12% of Americans<\/a> say their top frustration with customer service is \u201clack of speed\u201d? Yip. Quick responses, and quick delivery, make for happy customers. But speedy service requires time-management skills, because customer support staff often need to juggle multiple customers and requests at the same time.<\/p>\n
6. Empathy<\/h3>\n
Being empathetic is being able to identify and interpret the feelings of others – like customers! Empathy is often classified as a personality characteristic. True, some people are naturally more empathetic than others, but this is a soft skill that can be learned<\/a> and improved through customer care skills training.<\/p>\n
7. Problem-solving<\/h3>\n
Watch out! Here comes a curveball! With the rapid evolution of technologies, products, and services today, employees are bound to come across customer requests or complaints they\u2019ve never experienced before. So, they need to think on their feet. This is why the best customer service training programs teach employees the skill of problem-solving.<\/p>\n
8. Resilience<\/h3>\n
No, thanks. Not today. Let me speak to your manager. These are responses your customer-facing employees hear daily, along with slammed phones and the voices of annoyed customers. Without resilience, the job can be hard on their morale and motivation, which could have negative effects on their performance.<\/p>\n
Why is customer service training important?<\/h2>\n
Twenty years ago the customer was always right. Today, they\u2019re always in control. Why? Because a combination of Google, social media and online reviews gives customers a plethora of information at their fingertips.<\/p>\n
So, using any device, and in a matter of seconds, customers can size up a brand and their reputation. Of course, a bad reputation can put you out of business. Just think that 33% of Americans<\/a> consider switching companies after just one instance of poor service. Ouch!<\/p>\n
But that\u2019s okay, because we know how to improve customer service and gain all the advantages that come with it. Here are the top benefits to expect from customer experience training.<\/p>\n
1. More sales, more often<\/h3>\n
Want a statistic that\u2019ll knock your socks off? Over 90% of customers<\/a> will probably make repeat purchases from companies that give them excellent customer service.<\/p>\n
This means that training for employees to deliver effective customer service leads to more customers, who make more purchases. Before you know it, business is booming!<\/p>\n
2. Increased profits<\/h3>\n
Do you hear that? It\u2019s the sound of your profits rocketing to new levels. Because customers are willing to pay more for a great experience.<\/p>\n
If anyone recognizes the financial return of retail customer service training, it\u2019s coffee giant Starbucks. They famously closed 7,100 stores<\/a> across America for a 3-hour training session to improve customer service skills. Why? Because they knew that a better customer experience would cover the cost of 3 hours of lost sales – a thousand times over!<\/p>\n
3. Positive word of mouth<\/h3>\n
Digital marketing might be taking small and big businesses by storm, but at the end of the day, long-term success is still a word-of-mouth game. Whether it\u2019s via a Facebook recommendation or over Starbucks coffee, real experiences told by real people influence customer purchasing decisions.<\/p>\n
The good news is that 77% of customers<\/a> will recommend a business to a friend after having a positive experience with them. So, investing in corporate customer service training is a great way to turn your customers into your most valuable marketers.<\/p>\n
4. Lower costs of replacement<\/h3>\n
You already know that employees are expensive to replace, but did you know that the same is true for customers? Harvard Business Review found<\/a> that building new customer relationships is up to 25 times more expensive than retaining existing ones.<\/p>\n
So, how do you foster loyalty and convince customers to stick around for the long haul? You give them a great experience, every time, by investing in a customer service training course.<\/p>\n
5. Improved retention of top talent<\/h3>\n
Retaining top talent is tough. But you\u2019re not one to back down from a challenge! So, give your sales and support reps the one thing that\u2019ll keep them happy and loyal: training!<\/p>\n
This benefit is especially valuable in industries where customer-facing staff consistently experience high levels of stress – like nurses. In these cases, customer service training for healthcare professionals can give them the skills and confidence they need to perform well and feel satisfied.<\/p>\n
Now that you know how vital customer service skills training is, let\u2019s explore what you need to make it happen.<\/p>\n
What does customer service training involve?<\/h2>\n
By now you understand that customer service representative training doesn\u2019t cost. It pays! And you\u2019re ready to start seeing the benefits within your own company. There\u2019s just one problem: where do you start?<\/p>\n
Here\u2019s a list of everything you\u2019ll need to kick off your customer support training with a bang!<\/p>\n
1. A spot-on customer service training implementation plan<\/h3>\n
Some say that planning is half the battle won. So we\u2019re starting this list with a customer service training plan. This is a detailed map of all the customer service training activities and materials for the next 6 to 12 months.<\/p>\n
While it\u2019s smart to plan ahead, it\u2019s even smarter to stay flexible. So be sure to evaluate the success of your training, and often. If your plan isn\u2019t as effective as you expected it to be, adapt and find new ways to improve customer service<\/a> through training.<\/p>\n
2. The people to execute the plan<\/h3>\n
What\u2019s a plan without the people, right? Having a strong training team will ensure that your plan is implemented correctly. Your team should include course instructors, subject matter experts (SMEs), instructional designers, and even the creative talent needed to develop content like customer service training videos.<\/p>\n
3. The platform to connect the plan to the people<\/h3>\n
Once you have a solid training plan, and a talented team to bring it to life, you\u2019ll need one more thing: a learning management system (LMS).<\/p>\n
A powerful LMS is the perfect platform to create and deliver online customer service training<\/a>. Choosing customer service training software with the right features will also unlock real-time reports and insights that\u2019ll help you measure your training results.<\/p>\n
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<\/a><\/p>\n
\nThe most critical customer service training topics<\/h2>\n
There\u2019s an almost endless list of topics when it comes to training your staff on customer service. You won\u2019t be able to get through all of them straight away, and neither will your employees. So start with the essentials below, and keep adding new types of customer service training from there.<\/p>\n
1. Communication<\/h3>\n
We said it before, and we\u2019ll say it again: communication is one of the key customer service training skills of the 21st century. So, this topic is at the top of our list. Whether your employees communicate with customers via phone, social media, or in person, the courses below are a great starting point for your training program.<\/p>\n
Listening to understand<\/h4>\n
When support staff listen with the intention to understand, they\u2019re more likely to interpret customers\u2019 problems correctly the first time around. This skill saves time, because communication doesn\u2019t bounce back and forth. It also helps to avoid conflict, because problems are resolved quickly, and without frustrating misunderstandings.<\/p>\n
Dealing with difficult customers<\/h4>\n
Customer service training, especially for call centers, should include a course that teaches skills like resilience, patience and empathy – all important for dealing with rejection and avoiding conflicts with customers.<\/p>\n
Closing deals<\/h4>\n
Customers are only customers once they\u2019ve made a purchase, and you depend on your sales staff to make that happen. So, be sure to offer a course that develops persuasion skills. For the best results, include customer service training exercises that resemble real workplace scenarios.<\/p>\n
2. Company products and policies<\/h3>\n
Any employee who interacts with customers also represents your brand, values and standards. So, it\u2019s important that they have a thorough understanding of your company\u2019s products and policies.<\/p>\n
Product information<\/h4>\n
Sales and support staff should always receive product training as part of their onboarding. But don\u2019t stop there! It\u2019s likely that your products and services will evolve, and so will the training needs for your customer service staff. Keep your training content up-to-date with new product information.<\/p>\n
Company values and standards<\/h4>\n
One of the best customer service training tips we can give you is to offer employees a course on company values and standards. When staff know what is expected of them, and that they\u2019ll be recognized for behaviors that align with company policies, they\u2019ll become better representatives of your brand.<\/p>\n
3. Sales and support processes<\/h3>\n
Your new star sales agent might have oodles of experience, but it doesn\u2019t mean that they\u2019ll be familiar with your sales process. After all, their previous employers could have operated differently. So it\u2019s a good idea to offer courses that get newbies up to speed with how things work in your house.<\/p>\n
Using a CRM system effectively<\/h4>\n
Using a CRM system has become one of the common customer service activities<\/a> for the modern-day workplace. Still, new hires might have never used a CRM before, and even if they have, it\u2019s possible that it wasn\u2019t the same as your CRM. So make sure to add a CRM course to your customer service training agenda.<\/p>\n
Escalating a query or complaint<\/h4>\n
Even with excellent customer service training, there will be times when your employees can\u2019t deal with an issue on their own. They need to know what kind of situations to escalate, and who to escalate them to.<\/p>\n
4. Customer relations<\/h3>\n
Customer service isn\u2019t an event. It\u2019s a continuous process that aims to build lasting customer relationships. Or at least it should be – and will be – if you invest in the courses below.<\/p>\n
Processing feedback and measuring satisfaction<\/h4>\n
Happy customers are the dream. So when a customer offers tips for good customer service, your staff need to be trained to listen and record their feedback. They also need to have the skills to interpret customer reactions and measure satisfaction. This way, staff can go the extra mile when a customer seems like they\u2019re not as happy as they could be.<\/p>\n
Empathizing with customers<\/h4>\n
We\u2019ve already emphasized that empathizing (excuse the tongue twister) is crucial for great customer experience. So, empathy training for customer service staff is a crucial part of your program.<\/p>\n
5. Soft skills training<\/h3>\n
A recent study by LinkedIn<\/a> found that soft skills are in high demand by employers. Skills like time management and emotional intelligence are not a luxury anymore, but a necessity<\/a>. And yet, 80% of employers are struggling to find these skills in the talent market. The solution? Including soft skills in your customer service rep training.<\/p>\n
Managing stress<\/h4>\n
Stress comes standard with modern-day living, but it can be especially tough when your job requires you to make multiple people happy every day. Yikes! Luckily, you can develop your employees\u2019 stress management skills through practical customer service training scenarios, like role plays and coaching.<\/p>\n
Building resilience<\/h4>\n
- What skills do you need for customer service?<\/a><\/li>\n