Every company says they have superior customer service, but how often is that really true? Superior customer service is often the result of high-quality training, something not all companies provide. Does yours? When coached to be engaged and helpful, you'll find that customer service reps can be a huge asset to your team. After all, positive interactions between employees and customers are essential for developing loyal consumers and improving sales.
To train your team of customer service reps, design an e-Training course that gives employees the skills they need to succeed. These five tips will help get you started.
1. Include videos
Don't just tell – show. Trying to teach the best tone or good hand gestures to use when talking with customers can be difficult without visual aids. With this in mind, incorporate videos that show positive communication between service reps and customers into your e-Training course.
2. Provide scenarios
Some situations are more difficult to handle than others, but it remains important that your staff is ready for a variety of possible scenarios. Put together a list of situations that service reps have had to deal with in the past, and use those to teach your new employees how best to handle them.
3. Highlight the importance of good customer service
When dealing with unhappy customers all day, staying positive can be difficult. After a while, employees might wonder to themselves, "what's the point?" It's important that your team knows the importance of good customer service and why their job is so important. Taking the time to listen to customers' complaints and striving to solve their problems is huge. It's often what sets one company a part from the rest.
4. Show examples of both good and mediocre customer service
Sometimes, it's not that your employees are providing bad service. It's just that they could be providing even better service to customers. Maybe an employee's greeting sounds a little stiff on the phone or your team could be more empathetic when listening to complaints. In your e-Training, provide examples of what you consider to be good and simply okay customer service.
5. Design a course that is specific to your audience
Every company is different and has different clientele.The types of customers your company handles day-to-day may be very different from the consumers other businesses work with, so it's beneficial to design your course accordingly. You've spent years working with your audience and you know what they want to hear. Share your insights with the team so they too can learn how best to serve customers.