I am sure we have all had poor customer service encounters and simultaneously spent hours contemplating them. Experiencing situations in which you are not lent an ear and your issues are considered worthless, really does make you sad and all sorts of negative thoughts start bombarding your mind.
Now that we have made you think from the customer’s point of view, let us sprinkle a little magic of hope in your life by telling you that effectual customer service training courses do exist that can take your customer service departments from zero to a hundred. So don’t give up just yet and read this article to enlighten yourself with the various training topics that can help you make a mark in the minds of your customers.
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Company’s fundamental beliefs
Educating your employees about the core values and principles of your company can embed in their minds a clear picture of the business and so this is a very significant customer support training topic. This topic can also serve as a refresher topic, highlighting the main aim and vision of the company.
Customer service representatives are a little different from normal employees. We are saying this solely because they are in direct contact with the customers, customers who are the face of an organization. They can break or make your company. So in simpler words, customer service employees serve as the spokesperson of your brand.
Thus, it is very important to make sure that they have proper knowledge about the company’s values as well as its mission and vision statement. Several companies have already started introducing full-fledged courses covering all the details. One such company is Optimum, which pays special attention to its employees training. Scheduled courses as well as tailored in house training are all features of Optimum customer service.
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Moreover, this topic enables your employees to have a comprehensible discernment of how the corporation desires to present itself and personify its worth in every medium of communication with the customers. In addition to this, it also aids in building up allegiance for your customer service representatives in adding to coherent and exceptional customer service regardless of the situation.
In order to avoid astounding your employees with heaps of information and theory, you can effectively convey this topic with the help of ‘micro learning’. What exactly is microlearning? This term refers to the concept of breaking down complex topics and explaining them in simple and concise terms.
Hence, major chunks of the theory are broken down into teeny modules that solely focus on the main theme as well as the key ideas. To make things easier for you we have a very significant application in mind called ‘EdApp’, which is a free micro-learning application. It will aid you in preparing micro lessons utilizing interactional templates.
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Product knowledge
This is another significant customer support training topic that will essentially bless your representatives with the basic know-how of the offerings of the company. This way they will be able to better help the customers and solve their issues promptly thus enhancing their services.
This topic also includes the characteristics, attributes, beliefs, and understanding regarding the product or the services that your company is offering. Your employees must also have a basic knowledge of the salient procedures that are taking place at the backend. This can also be pertinent information for the customers.
Together with an in-depth understanding of your goods and offerings, your customer service agents will be better equipped to mentor customers about your company’s services. This will also aid the employees in filtering out irrelevant information and in providing clarity as well as to-the-point solutions to the issues and queries of the customers.
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After providing rigorous training on this topic, you can prepare quizzes and distribute them among your customer service representatives. These quizzes can be divided into two main categories namely refresher quizzes and assessment quizzes. Refresher quizzes can be held right after the completion of the course to reinforce the courses being covered.
An assessment quiz on the other hand can be designed to test the level of their comprehension of the product and services. You can make this process easy for yourself by utilizing quiz software that offers quizzing attributes like ‘Brain Boost’ as well as ‘Rapid Refresh’. With the help of these features, you will be able to design concise and relevant quizzes covering all the key points.
Effective listening
This skill allows your customer service agents to focus all their attention on a customer without any interruption. This topic should get to grips with the significance of being an effective perceiver. It should also teach the practical knowledge of the art of applying active listening while conversing with the customers, particularly when they are discussing an issue or problem at hand.
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This essential skill will effectively help the company by providing value to the customer’s experience. The customer’s feedback will be given great importance and this will give rise to feelings of appreciation in the customers. They will feel that their opinions and issues are important and will be taken care of in a timely manner. This will in turn lead to increased customer engagement and retention.
Wrapping up
Customer service training does not necessarily have to be a dull and daunting procedure. With the help of a mixture of techniques, procedures, and methods to absorb information, customer service coaching is simple to personalize for your group, and honestly, it is worth the investment. When you equip your team with all the knowledge and sources they require to conduct their roles efficiently, you can not only make them more dynamic but also guarantee your customers a lifetime of happiness.
