11 Customer Service Training Tips for Customer-Centric Companies

Mirjana author

Mirjana Rajčić

Chief Business Officer

⏱ Reading Time: 8 Minutes

Customer service is becoming the basis of differentiation among companies. With so many new brands rising and finding creative advertising strategies that will win the hearts of new customers, exceptional customer service and personalized customer experience has become a way to retain customers. 

In these competitive times, the role of a customer support team leader is very important as he has to motivate the team to perform better and go the extra mile when it comes to exceptional customer service. However, with the increasing expectations of various customers, it is no longer enough to offer one-size-fits-all customer support.  The good news is, that modern customers are ready to pay more in order to get amazing customer support. 

🚀Read Customer Service: A Guide for Successful Business Growth 🚀

Today, the importance of excellent customer service cannot be overemphasized given that a superior product accompanied by poor customer service will often fail in the long run. This is because customers will look for alternatives that are delivered in a professional and appealing manner when their needs are not met. In order to avoid the negative effects of poor customer service and ensure that your customers keep returning over the years, here are 11 customer service training ideas on how best to better equip your staff.

Maintain an Internal Knowledge Base

Customers love when customer service representatives attending to them have excellent knowledge about the products or services. This empowers them with trust in the company and ensures that their issues will be resolved quickly.  Therefore, your support team agents must have full knowledge of your products and services. 

Organize customer service training for them in other to expand their knowledge base on various tools required to solve customer queries. You can provide them with customer service training materials on logistics software, CRM, etc. This helps your agents to process the customer query faster and reduce the query resolution time, bringing the customer satisfaction score (CSAT) in the positive direction. Conduct regular training and product updates on customer service training materials to give your reps a true understanding of your product, as well as any product changes that will affect customers.

Paldesk Knowledge Base Example

Picture 1. Knowledge Base by Paldesk

Effective Customer Service Training Utilizes the Concept of Empathy

Empathy is not only crucial to serving customers but genuinely wanting them to be happy and successful. Being able to walk in a customer’s shoes and be just as invested in finding a solution to a problem can help your customer service team reach that resolution much quicker and make retain more customers. Ensure your customer service training programs includes the simple concept of “caring.”

Nothing creates satisfied clients and produces long-term relations with customers better than an organization full of employees who truly care about their customers and show it. Make sure your employees get in the habit of asking about the welfare of your customers. Again, tied into empathy is the skill of active listening. Train your employees to listen attentively to the customer’s statements and responses to questions.

Define What is Success?

Your customer service team needs to have clear expectations; they want to succeed, but they need to know what success “looks like” and how you will be judging their efforts. Based on the objectives you identified, quantify as best you can, the measures of customer service success. Provide these measures to employees as the goals they will be charged with obtaining.

Read: 10 Essential Customer Experience Metrics

An example of customer service training ideas you can try is to have your support team present product demonstrations to you as if you were a brand new customer. Challenge them to explain the product (or a portion of your product) in five minutes. Give them the knowledge, authority, resources, and tools they need to take charge of the situation, find answers, resolve issues on their own, and make customers happy.

Customer Support KPI examples

Picture 2. The examples of Customer – Support KPIs 

Involve Top-Performers in Training

As a team leader, it is your duty to reward your top performers and motivate the other team members to perform well. Asking your top-performing live agents to take customer service training programs will boost their morale and give them a chance to share their experience with others. The new ones can learn a lot from sessions usually filled with customer service training videos since they would get sound and practical advice. This will also motivate the other agents to perform better in order to be seen knowledgeable and to ultimately improve their customer service skills.

Train Your Support Team to Improve Their Communication Skills

The majority of customers say that they prefer to live chat because of the immediacy it provides. People tend to utilize live chat service because they want instant answers. But at the same time, one of the key customer service skills in a live chat interaction is good writing skills. Provide them with customer service online training where you train your chat agents to be polite, use proper grammar and type without spelling mistakes. It instills a positive image of your brand in the mind of consumers and increases the chances of a repeat purchase.

Read: 15 Customer Service Skills of Great Customer Service Agents.

Positive Attitudes Translate To Great Customer Service

Train your staff to be positive and energetic, even when they don’t feel like it. This is important especially on bad days. Just because they’re having a bad day doesn’t mean they should foist it off on your customers. Nothing will turn off a client faster than a negative interaction with an employee who is supposed to provide customer service. The important part is how that agent reacts, even if a particularly feisty customer happens to be pushing their buttons. It is impermissible among your staff to exhibit negativity and this must be thoroughly addressed in your customer service training programs.

Teach Them to Implement a Rapid-Response Policy

Rapid responses and prompt feedbacks must be included in your customer service online training. If you have a help desk, teach them to make sure that customers aren’t put on hold for extended periods of time. Set a policy that all responses to routine business inquiries must be within 24 or 48 hours. Nothing is more irritating to a client than not getting a return phone call or not having an email answered for days. Make sure your company does not suffer from this sort of negligence since It shows unseriousness, ineptness, and unprofessionalism. 

Teaching Problem-Solving Customer Service Skills

In essence, problem-solving is what customer service is all about. While there are many problem-solving models, those interacting with customers need to be quick on their feet. There’s no time for group brainstorming. Your clients want their problems fixed and they want them fixed now. Great customer service training requires you to teach your support team how to get to the heart of problems immediately and come up with solutions. Provide them with customer service online training courses. You can download helpful articles on customer service and distribute them to your CSRs. Then discuss key points from the articles as well as how they might incorporate the derived ideas into what they do.

Video 1. Develop problem-solving customer service skills 

Use The Right Tools And Make The Customer Service Training Engaging And Fun

You must train your customer support agents to use the right tools. These tools may range from using a live chat dashboard to raising a ticket in CRM. Provide them with customer service training videos that are targeted at providing better support to your customers. If training is not engaging, then it’s not effective. Therefore provide a mix of learning aids and experiences, including peer-led training for your team. Regularly update the program so it never gets stale. In order to help your customer agents engineer authentic experiences that drive profits, negotiate complex or tricky customer encounters, you must combine role-play and other experiential customer service training programs in their training. Also, use customer service training video recordings and transcripts of ideal service interactions in training them.

Train Them on the Right Customer Service Skill Set For Your Brand

To implement a regular training program for good customer service training, you need to outline the type of skills you want your staff to learn. Generally, the customer service skills that you should be teaching your team are very simple. Things like smiling, greeting, and positive language are crucial, as staff members are the first people customers see and if they are approaching somebody who looks like they don’t want to be there, they’ll turn right back and head out of the store. Managers should also train staff on how to be more patient and not lose their cool with difficult customers, maintaining empathy and confidence in such situations.

Customer Service Training is Important 

There is no doubt that strong, effective customer service training programs are necessary for every business in every industry. Customers may forget what you said but they’ll never forget how you made them feel. Losing good customers is a real effect of poor service, and retaining and drawing more customers is an outcome of engaging in superior customer service training ideas mentioned above. 

There’s a lot that goes into customer service training, and it can be a daunting process to manage alone. But in all, you have to equip your customer support agents. Only then will you see your customers more satisfied with better customer experience. Ensure that your employees have strong customer service skills and watch your business grow and succeed.

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11 Customer Service Training Tips for Customer-Centric Companies was last modified: December 4th, 2019 by student@paldesk.com
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