Today we are going to talk about three quick steps to effective
customer service training.
Did you know that effective customer service training can be done in
three quick steps. Once your employees have completed the training
course you can rest assured that your business will benefit and enjoy
increased revenues as well a bigger and more loyal customer base.
Let’s jump right in to the steps you should take when training your
employees to provide top notch customer service.
Step 1 – Prepare materials and tools for customer service training.
Be as detailed and specific as you can when composing materials for
customer service training. It is imperative that your employees
understand what you think good customer service should be. Give them
concrete examples of acceptable and unacceptable behavior. Provide
them with a list of do’s and don’ts to remember.
Secondly, help them understand why offering good customer service is
important to the business and how it will ultimately affect them as well.
Employees will be more motivated to improve their customer service
skills if they believe that doing so is beneficial to them as well.
Prepare scripts for common customer service issues. This will ensure
that your customer service team will be able to deliver a speedy and
uniform response to your customers. Determine your desired response
schedule and make sure that the training materials are designed to
help them comply with the desired response time.
Step 2 – Take all the time you need to train your staff.
Focus on one lesson at a time and don’t progress to another level until
you’re sure that they’ve mastered their lessons. It is a good idea to hold
periodical tests to ensure that they continue to retain knowledge from
your previous lessons.
Let them take a gradual approach to their new set of responsibilities.
Have them start with something small and relatively easy like handling
routine customer service calls. Always clarify their job duties and the
level of authority they’re working with before allowing them to interact
with the customers.
Last but not the least, remind them to consult your FAQ section before
delving in to more complicated processes of resolution.
Step 3 – Monitor the performance of your customer service team.
Subject your employees to scheduled and spontaneous simulations
to give you a chance to evaluate their response in critical situations.
Make sure that you provide them feedback afterwards, identifying their
strengths, weaknesses and offering suggestions for improvements.
You may even consider developing an incentive program to further
motivate your employees and encourage them to always be on their
best behavior when interacting with customers. It is also important to
evaluate your employee’s customer service abilities on a regular basis.
Last but not the least, always be prepared to make changes with how
you run your customer service team. Remember they’re the ones that
are directly interacting your customers, so your team and its policies
must be flexible in order to respond quickly to a customer’s needs.
If you want to learn how to make your customer service training more
effective and fun for your employees, I recommend that you check out
the Big Book of Customer Service Training Games. It isn’t very
expensive at all. You can find it and read the reviews on Amazon.com
That’s it for today’s lesson. In your next lesson we will be talking about
how to create a good customer service survey and why it’s very
important to your business.