Exploring The Different Types Of Customer Service Training
Let’s explore the different kinds of customer service training programs that you can implement for your team. After all, each company has its own unique needs, because everyone approaches customer service a little bit differently.
If you run a company that does a ton of email-based customer service, it wouldn’t be worth your time (or your team’s time!) to heavily focus on phone skills. If your customer service reps work primarily in face-to-face settings, then chat etiquette training isn’t the best use of your time or energy either.
Picking and choosing the best customer service training is about knowing your specific needs and customizing it to match.
Here are some of the key areas of customer service training that we recommend.
New Product Launch
Launching a new product requires your customer service representatives to focus on developing extensive knowledge on the product, its specification, different ways it can be used by the customer, and most importantly how it benefits the customer.
When training customer service reps for a new product launch, we make sure to:
- Establish clear parameters and measurements for what representatives need to know
- Effectively organize learning modules to teach reps about the product and how it can be used
- Prepare for the “hiccups” and anticipated customer service challenges
- Inform everyone within the company–not just customer service and sales
- Employees understand their role in supporting the new product and your customers
- Provide multiple methods for learning, including hands-on, video conferencing, online learning modules, and Q&A sessions
Customer service and selling go hand-in-hand. Even though you may have a dedicated sales team, your customer service experts should understand their role in the sales process. That’s why training them on basic sales methods shouldn’t be overlooked.
You can check out our post on how customer service reps can drive sales, but here are some of the basics:
- Understand that sales and customer service are linked.
- Learn to listen to customer needs.
- Develop an empathetic attitude towards customers.
- Make sure they know about various options offered and how they benefit the customer.
- Learn to anticipate customer needs.
- Practice the mirroring technique.
Etiquette and soft skills are so important! Unfortunately, these things don’t come naturally to a lot of people, and so training is vital.
Soft skills training includes how to:
- Communicate clearly and effectively
- Demonstrate empathy and help customers feel heard
- Avoid getting overly stressed under pressure
- Effectively communicate information about the company and products
- Use positive and problem-solving language
Email etiquette training includes:
- Developing a friendly and knowledgeable tone
- Learning to be personable via email
- Crafting effective subject lines
- Using proper grammar and spelling for the situation
- Communicating concisely
- Asking clear questions to get the information you need
- Know when to bring in somebody else for additional help
Customer complaint management requires a lot of energy, and also a lot of time. Understanding the importance of responding effectively to customer complaints is one of the major roles of most customer service training programs.
In these situations, your staff needs to understand how to know what the customer really needs in any given situation. Do they need an apology? A refund? A discount on the future? You want to make sure that your staff knows how to make customers feel heard, first and foremost, and valued.
Customer service complaint training teaches reps how to respond to customers, de-escalate tense situations, avoid creating more anger and frustration, address emotional customers effectively, avoid losing sales, and increase brand loyalty by solving problems effectively and efficiently.
How can customer service representatives contribute to buyer retention? This one is exciting because there is so much research out there that shows how happy customers are return customers. And return customers spend more money!
Customer retention training covers important topics like:
- What really makes customers come back time and time again?
- Is it better to write off an angry customer or try to win them back?
- How can you exceed customers’ expectations? And what does it mean to delight a customer?
- How can you engage customers who seem disinterested or disconnected?
- What do today’s customers expect in a transaction, whether it is online, face-to-face, or over the phone?
We can provide the training you need.
Be sure to check out our Employer’s Guide to Customer Service Training to learn about how excellent customer service training can improve your day-to-day operations, reduce costs, and increase revenue.
Please don’t hesitate to contact us with any questions you have!