How Customer Service Reps Become Leaders with Learning Management System Software

Think about your customer service interactions over the past year. Did you chat online with someone about a new data plan for your phone? Maybe you talked to a call center agent from your bank after too many failed password attempts. You might’ve even avoided a Thanksgiving poultry crisis by calling Butterball’s Turkey Talk Line.

We’re humans and customers. We’re needy. And we require lots of help. Interacting with customer service automation and agents is part of life, but let’s be honest together for a second…

  • We’ve all been burned by loud, spotty jazz while we’re on hold.
  • An automated voice saying, “Your call is very important to us.” might be true, but we don’t believe it.
  • When we call with a simple issue that’s resolved by pressing 1 or 2, we’re relieved. 
  • When we need to explain a situation or solve a larger problem, it’s delightful to have a real human on the other end of the line.

Customer service guru, Justin Robbins, sums it up best:

Customer service is shifting to really be more of strategic play. It’s not about price or product anymore. It’s about the experience. I think as we move towards things being more automated and have better access for customers to help themselves, the job will get more complicated and nuanced.” 

—Justin Robbins, JM Robbins and Associates 

CS today is all about experience, so let’s focus on leveling-up informed reps so they become empowered leaders. Customer service agents solve problems that automation can’t, and they should be equipped with the tools and knowledge they need to do that well. Empowering reps to resolve more nuanced, case-by-case issues becomes simple with learning management system software. We’ve identified four skills the reps develop as a result of serving customers with the help of a great LMS:

1. Efficiency

Reps work faster and smarter with an LMS. When all of the links, tools, information, and forms a rep needs are at their fingertips in the learning platform (just one LMS login away), interactions with customers become quick, easy, and pleasant. Minimizing the time customers are waiting for service only improves their impression of a company. When all a rep has to do is go to the LMS website, type what they’re looking for, and then drag and drop that information to the customer, everyone wins.

2. Expertise

The learning tools in a learning management system keep even the most seasoned reps improving and growing. Processes and procedures change with time, and the best learning management system can grow with CS teams, from 5 to 50,000 reps. Teams who use Lessonly’s LMS software add learning content to existing lessons and resources daily, and if the way a task is resolved needs to be updated, they change it in the system so everyone has the most up-to-date information for next time.

3. Service

This one’s extra important—it’s in the job title. Reps are constantly practicing empathy, multi-tasking, patience, speed, and resourcefulness in their roles to provide exceptional experiences. By learning and practicing with an LMS, great customer service only gets better. To stay organized and provide “wow” service, teams need a learning management system. Examples of this are best shared by our customers. When it comes to customer experience, here’s the bottom line— better served agents provide better service. And happier customers follow suit. It all starts with willing people and a learning management system (LMS software).

4. Leadership

The best service leaders are servant leaders. Reps who view each learning management system login as an opportunity to grow and challenge themselves turn into leaders.

Customer service, at its core, is people helping people. And as Justin Robbins said, this job is getting harder. But, the reps we’ve watched improve their NPS and do the best work are winning because the LMS handles the technical side of things—information management, resource organization, training and practice—so when reps are with a customer, they can focus simply on being human. Listening well. Empathizing. Respecting a customer’s time. Being a humble expert on the content. 

My favorite leaders try their best, lean into their humanity, own their mistakes, and humbly guide others. We’re obviously biased, but we think Lessonly’s LMS brings out these qualities in reps and turns them into leaders, too. 

Do Better Work with Lessonly’s learning management system software

Lessonly is powerfully simple learning management software that helps teams learn, practice, and perform like never before. Customer service teams across the world use Lessonly to build ongoing training that helps teams move the needle on NPS and CSAT and fuel success. Learn more and demo Lessonly today.

Training Talks—Emotional Intelligence in Customer Service: A Chat with Justin Robbins
Training Talks—Onboarding vs. Ongoing Training: A Chat with Neal Topf

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