A happy customer is a loyal customer. Customer service experience and relationships created during an interaction can impact repeat sales for years to come. Want to guarantee superior service? Find out what the customer service representative is thinking. For truly great service, leaders need to equip their representatives with the skills and knowledge they need to help customers. Customer service training helps ensure that your employees are familiar with the best practices of customer service.
What is customer service training?
Customer service training is the coaching that employees receive with the goal of making customers happier. It’s an ongoing process of using the skills, competencies, and tools needed to better serve customers so they derive more value from products and services.
All employees are eligible for customer service training. No matter where on the team they might be, every employee should be working hard to keep your customers happy — whether from the position of a marketer, executive assistant, or customer service representative. For the rest of the article, when I refer to service and support training, I’m talking about customer service training.
Why is customer service training important?
Many businesses treat customer service teams as an afterthought. Once a consumer becomes a customer and pays for your product or service, the hard work is far from done. Wrong … oh, so wrong. Remarkable customer service means going above and beyond traditional customer service. It’s the key to customer retention.
Let’s face it. If a customer has a pressing question about your product and reaches out to your customer service team, they will be happy and willing to stick around if you solve their question quickly. Generic email response isn’t very useful, and a well-researched answer sent from a service representative dedicated to their success is more useful.
Customer service training materials:
So, how can leaders deliver training courses that lead to a deep understanding of key skills? To create a customer service training program, you’ll need to spend time thinking about what you want to have your team learn and how you want to present the information. These are a few of our favorites.
1. Customer service training manual template:
Even if your customers don’t experience any problems and you think they’re satisfied, consistent and thorough customer service training helps ensure customer loyalty. Training manuals help reps to better meet and exceed customer expectations by providing them with consistent, relevant training that quickly equips them with the tools they need to succeed.
2. Customer service policy examples:
It’s important for your team to develop a clear and concise policy. Whether you’re working with customers who are new to your product or those who have had it for years, these guidelines will help reps understand how to solve problems or deal with dissatisfied customers.
3. Customer service employee training plan template:
If you hired new reps without developing a comprehensive employee training plan, you’ve given them no instructions on how to best carry their tasks, no consistent methods for doing so, and no way to check how well they’re doing. Creating a detailed and easy-to-follow training plan will help everyone understand what they need to learn and practice to perform at their highest level.
4. Customer service training activities:
Although customer service reps interact with customers individually, they can often feel isolated as they do this. Providing training activities help employees improve their skills and come together with the rest of their team, both of which drive employee engagement.
5. Customer service training calendar:
Oftentimes, people who aren’t familiar with a training program can’t make effective decisions about when to train their reps. Having a training calendar will help you make sure your customer service team stays on track with the priorities.
Given a training goal, how can you measure your progress?
A good personal trainer will take the time to understand your particular goals and challenges and craft a set of exercises to help you efficiently reach those goals. In the same way, customer service training should have clear goals. Consider these following points as you plan your training:
- Are you looking to train new people or help experienced agents perform better?
- Do you want to master a new technology? Get technical skills? Learn new skills? Increase use of a tool, channel, or process?
- Do you have a particular problem you want to solve?
- When you launch a new training option, you will be able to track its effectiveness and judge whether it was worth the effort spent on creating it.
Train, evaluate, and revise
No matter what types of training you offer your employees, you will always be able to teach them more. Once you have provided your team with the knowledge, motivation, and time they need to make progress, reevaluate how well your training is helping your team meet its targets.
Did the training make measurable improvements in behavior, knowledge, and in speed? If you have, that’s a job well done. If it’s not, consider what went wrong and why and fix the problem. Continual training is just one of the things that will get your team members to be highly effective. Never forget that you’re not trying to make your team perfect. You’re simply trying to make them better.