Customer Service Training Online
Customer service is a crucial aspect of your business. No matter how good your product or service is, customers are less likely to work with organizations that have poor customer service. Customer service agents portray their brand, and if they don’t treat a customer well, that customer will associate the bad experience with the business, not the individual employee.
That’s why it’s so important for customer service agents to have the right skills and knowledge to do their job. To achieve this, organizations must provide customer service training for all agents and ensure they have what it takes to perform successfully. After all, there’s not exactly a diploma for customer service they can get, right?
Additionally, not everyone can attend in-person seminars or customer service conferences to become a master in the area. That’s why more and more companies are providing customer service training online. By delivering online access to training, customer service employees can receive, reference, and complete training exercises from anywhere and at any time.
What is customer service training?
Customer service training is how you teach and coach agents to have the necessary skills to perform their jobs. This also includes training on your organization’s products and services, customer service policies, and procedures.
What are the goals of customer service training?
Customer service training is intended to keep customer service agents’ knowledge and skills sharp, onboard new employees, and keep them up to date with the latest technology.
Below, we’ve compiled some resources to help you design, source, and implement the best online customer service training program and courses possible.
Benefits of Online Customer Service Training
Any successful business must have a skilled customer service team. To attain this goal, someone must provide them with the training and coaching to excel. But, many companies don’t want to pull agents away from the floor where they can help customers in order to deliver ongoing training. But by delivering online training to agents, companies can reap plenty of benefits including…
Delivering consistent training
Online customer service training has a few key differences compared to in-person training, including an improved level of consistency. When delivering customer service training in person, it’s unlikely that everyone will receive new information the same way. There’s also a chance that the trainer may deliver content differently each time, or that all employees have the same learning requirements or preferences. Some people might excel with in-person demonstrations, while others struggle to retain information gained this way.
With online customer service training, all team members receive the same information the same exact way as everyone else. This increases the likelihood that agents will deliver consistent support levels to customers, which is extremely important for overall customer satisfaction.
Training from any location
When employees can access their training materials as needed, they will no longer need to take time out of the workday to ask questions or endlessly look for information. Employees can complete their training from any location and time that works for them. This includes working from their desks during downtime or from home.
Not taking employees off the floor means they can continue doing their jobs productively without being interrupted to take a training seminar.
Updating content with ease
There will never be an instance in any organization where a single training course will be enough to get someone through their career. Processes, products, protocols, and services are guaranteed to change. And if you do all of your training in person, you’ll need to sit down, strategize, and draw out a new training program for every change the staff needs an update on.
When you use online customer service training software, you can easily change and update training information and programs from anywhere you have internet access. Then agents can be made aware of the change and learn the new information in a way that works for them.
Providing on-going access
While in-person training programs are over after the session ends, online customer service training is accessible whenever the customer service agent needs it. That means that they can go back and reference it as much as necessary along their customer service journey. They can even reference this information and training material while on a customer service call to ensure they use all of your standard procedures.
Tracking training data
While you can track attendance for in-person training classes, there’s no way to tell who was participating in the activities or even paying attention. With online customer service training, leaders can track a team’s training progress to see who completes the courses, retains the information, and benefits from it.
How to Create the Best Customer Service Training Programs Online
All of the best customer service training programs are online, but that doesn’t mean that finding or creating one that works for your team is going to be easy. There are too many different types of customer service training programs to choose from. To make it a little simpler, here are a few pieces of advice when it comes to creating the best customer service training program for your organization.
1. Assess current training efforts
What’s missing? What’s no longer needed? Before you can make plans to improve your customer service training program, you should understand the current training program. Talk to your agents to see what’s helpful and what they need in terms of additional training. Then be sure to eliminate anything that is no longer relevant and double-check that new material gets added.
2. Make a plan
What’s your timeline? How will you track success? Most training courses need an end goal and a timeline. Determine what you and your team want to gain with training. From there, determine a clear and concise goal to work towards that can be quantified to track progress. Don’t forget to set a schedule so your agents know what they should complete and when.
3. Work with subject matter experts to create bite-sized training
People don’t retain information very well when it comes to them in a single, solid brick. Work with seasoned agents and high performers to break training content into smaller, easy-to-handle grains of information.
4. Include opportunities for interactivity for improved engagement and comprehension
Another thing that prevents people from retaining information is boredom, which is hard to circumvent. Nobody wants to sit still and listen to someone talk for hours unless it’s something they’re passionate about. To alleviate this boredom, be sure to incorporate plenty of opportunities for them to interact.
5. Ask agents to practice newly learned skills
Create an interactive customer service tutorial for team members to participate in. Not only does this allow them to apply newly learned information and practice skills before implementing it for real, but it also allows you to determine who’s ready and who needs more training.
6. Track learning metrics and make adjustments as necessary
Track any quantifiable data and feedback and make adjustments to the training program as you need fit until you’re confident it’s working as well as possible.
Customer Service Training Ideas
Many people struggle to come up with customer service training ideas. Luckily, there are tons of free customer service training programs online for inspiration. Here are a few tips to consider when it comes to your customer service training efforts.
- The first thing to remember is that practice makes perfect. Consider creating faux customer support tickets for your team to resolve and test their skills. Accompany this with roleplay emails and chats from “customers” that they can reply to. Collect data from these trial runs to assess skills and comprehension, which you can further by offering online quizzes.
- Offer agents a way to get their customer service certification online so they can access more advanced skills and knowledge over the course of their careers.
- Remember to provide ongoing feedback and personalized coaching to both new and seasoned agents. This will ensure that every agents’ skill levels are where they need to be for continued success.
Get started with a customer service training manual
Taking a customer service training program can be challenging, but not as tough as creating one from scratch. Luckily, you don’t have to! Now you can use Lessonly’s customer service training manual template and call center training manual (pdf version available) to start from somewhere solid.
Deliver Customer Service Training Online with Lessonly by Seismic
Lessonly makes it easier than ever to deliver bite-sized customer service training to agents. \ Additionally, trainers and customer service leaders can create custom learning plans for specific agents, as well as customer service certifications to show that they’ve completed a series of courses. Lessonly’s software also supports unique features like images, customer experience videos, interactive quizzes, and more to improve employee engagement and boost retention. Click here to see how you can train your agents with Lessonly’s customer service training solution.