The customer should be at the center of your business. That’s even more the case with the ever evolving social media landscape that gives every customer a mouthpiecemouth piece to talk about their experience with brands. Regardless of your industry, providing top-notch customer service training should be at the top of the list when it comes to building your business. Effective customer service training will not only boost your business with happy customers, but it will also keep your employees both happy and engaged.
Here are three steps to help you get started and set you on the path toward more efficient and effective customer service.
Keep your end goal in mind
Before you embark on creating a customer service training program, think about what you want to accomplish and determine key outcomes for each training component. While your main goal is most likely to provide better service, that means something different for each industry. Decide on the primary outcomes and how they will be measured, then keep that in mind throughout the entire creation process.
Focus on products and services
You could have employees who are expert communicators, but they won’t be credible or effective if they don’t know your products and services inside and out. Customers expect knowledgeable service delivered with a friendly attitude. Employees should be prepared to answer any and all questions that may come up, or at least have access to a reliable resource such as a knowledge base. Most people would rather deal with a “grumpy cat” who can answer all their questions than with someone who is nice but clueless.
Use demonstrated examples of what your current employees experience on a daily basis to train your new employees. Using both positive and negative examples will show them how to react in given situations. One way to do this involves having the employees watch videos and give feedback on how they thought the scenario went.
You can improve the quality and effectiveness of your customer service training with the help of a learning management system. With an LMS (learning management system), like Bridge, you can easily organize and deliver your course content all in one place, as well as easily update content real time. An LMS allows you to maximize the benefits of online technology, so you can keep your employees engaged, happy, and knowledgeable. This, in turn, leads to happier customers who consistently have positive experiences interacting with your company.