Customer Service Skills Training
It’s safe to say that after the last almost two years the world has gone through, worldwide patience is at an all-time low. We’re talking canceled trips, rescheduled events, weddings pushed, hotels and flights overbooked, remote work challenges and so much more all coming down hard on customer service teams that are keeping the hospitality industry afloat. Customer service spans every single company, role, product, and service. Without it, consumers are frustrated and frantic, and so is your bottom line. Customer service skills training has never been more important than right now. The state of the world aside, as all industries evolve in their own way, customer expectations are higher than ever, demanding more answers and assistance from companies everywhere. How to keep up? Customer service training for employees. Equipping customer service teams with best practices, customer service training ideas, and other helpful resources to learn, practice, and Do Better Work is the best way to achieve customer service success!
Customer Service Training Programs
When you look at a company’s makeup, where does success source from? Sales? Marketing? IT? Truth is, it takes many to tango, but let’s take a look at the front lines: Customer Service. Customer Service reps are the main and sometimes only touchpoint for the customers that keep your company existing. Aside from simply being helpful and having the answers, reps are an extension of the brand and reflect the company’s values over every phone call or chat they have. No pressure though! Keeping a Customer Service team aligned, prepared, and performing is no easy task. Here’s why customer service training programs are of utmost importance for organizations.
1. Enhance overall customer service support levels
From set-up help, to a log-in issue, to a mystery of missing data, customer service training programs prepare reps for all levels of support. While training programs enhance overall rep knowledge, it also enhances overall rep confidence. Having hard conversations with sometimes unhappy people certainly has its own book of best practices. Curate that for your reps based on your product/service or industry to help them pick up the phone confidently each time.
2. Ensure consistent support from agent to agent
With a curated training program, topics can be selected and prioritized for reps to focus on and learn. Include scripts and blurbs so answers are delivered in a clear, consistent, and helpful manner for customers calling with the same issues.
3. Engage agents and reduce overall turnover
Executing a job you don’t feel prepared for isn’t fun. Not having the resources to prepare is even less fun. Providing agents with a structured and specific training program for their job keeps them engaged and feeling like they’re being invested in as employees, keeping them with the company longer. Take Trader Joe’s as a customer service training program example. Trader Joe’s is known for treating their employees exceptionally well, and while they joke that all of their customer service accolades simply stem from “hiring nice people,” they invest heavily in training to boost employee skill sets. There’s no coincidence that Trader Joe’s is also known for crazy low turnover.
4. Delight customers and improve overall satisfaction
Top notch customer service doesn’t stop at the answer to a question. That kind of customer service isn’t delivered without full confidence, about both product knowledge and how to best navigate any conversation. At the root, delighted employees lead to delighted customers. Investing in your customer service teams makes them feel valued, engaged, and ready to make a difference.