Benefits of customer service training programs
Forward-thinking companies recognize an effective customer service training program is a competitive advantage. Product features and R&D aside, 80% of organizations expect to compete with each other based on customer experience.
By empowering employees with ongoing training to improve customer service, organizations aren’t just equipping them to meet expectations but to exceed them. This fosters a culture of excellence in every customer interaction. But identifying the best customer service training for employees can feel like looking for a needle in a haystack.
In this blog, we take a look at the impacts of customer service training, topics to include in training to improve customer service, and how you can start building a customer service training program today.
Outcomes of customer service training for employees
Training for customer service teams is critical. It costs much more to acquire a new customer than it does to retain an existing one. If you want to reduce customer churn, you need to implement a training program designed for customer service reps that builds the skills they need to excel on the job.
Here are just some of the upsides that customer service training for employees can have on your business:
Retain customers through exemplary service
93% of customers are likely to make repeat purchases with companies that offer excellent customer service. And how do reps become excellent? Training. Training for customer service team members is proven to enhance customer retention. Employees well-versed in service excellence are the first line of defense in maintaining strong customer relationships.
Creates positive customer experiences
Customer service training needs to go beyond hard skills, emphasizing the importance of people skills. A rep who received soft skills training in customer service goes from answering questions to having meaningful conversations with customers. And those are the memorable experiences you want customers to tell their friends, which drives referrals.
Secure a competitive edge in the marketplace
Continuous and dynamic customer service training allows businesses to stay ahead of the curve. With customer service training programs tailored to the unique needs of your company, you’ll become more competitive in the market. Employees learn to make informed decisions and respond to customer needs quickly and efficiently, ensuring a superior customer experience.
Maintain consistency across the organization
Customer service training for employees should be comprehensive and continuous, engaging everyone from new hires to seasoned staff through refresher courses. This ensures consistency across your representatives—an essential element of customer satisfaction.
Increase employee job satisfaction
Investing in customer service training programs not only benefits customers but also contributes to employee satisfaction and retention. Well-trained customer service teams are more likely to feel confident in their roles, leading to higher job satisfaction. This positive work environment, coupled with ongoing training initiatives, creates a knowledgeable and dedicated team that positively influences the overall customer experience.
However, not all customer service training programs will deliver the above results. Next, we list some customer service training ideas your program should focus on.
What to include in customer service training for employees
Product and service knowledge
Customers often turn to customer service for information and assistance with products or services. To ensure your team can provide accurate and helpful information, they need thorough product and service knowledge training. Regular updates on new offerings, features, and improvements will help reps stay up-to-date and prepared for customer questions.
Conflict resolution techniques
Dealing with difficult or irate customers is a common challenge in customer service. Training programs should include conflict resolution techniques that enable reps to handle tense situations calmly and professionally. This can include teaching de-escalation strategies, problem-solving skills, and how to manage customer expectations.
Time management and prioritization
Efficiency is key in customer service, especially when dealing with a high volume of inquiries. Time management and prioritization skills are invaluable. Training can help employees learn how to manage their time effectively, prioritize tasks, and address customer inquiries in a timely manner.
Soft skills development
All of your employees can benefit from soft skills training. However, developing soft skills like empathy, patience, and communication is particularly beneficial for customer service representatives. These essential skills are arguably more important than hard skills and can be developed (counter to popular opinion) in your people if you implement the right training program.
Every customer service role may have unique requirements. Tailoring training to fit specific roles within your customer service team ensures reps are well-prepared for their responsibilities. For instance, those answering calls may need more in-depth phone etiquette training, while chat support agents may require specialized training on typing speed and response time.
Feedback is a valuable tool for improving customer service. Incorporating customer feedback into training programs allows employees to learn from real customer experiences. Continuous improvement and ongoing training can help employees adapt to changing customer needs and evolving industry trends.
Technology and tools training
Customer service often relies on various software and tools, such as customer relationship management (CRM) software and learning management systems (LMS). Providing comprehensive training on these tools is crucial to maximize efficiency and productivity.
In an increasingly diverse world, every organization needs to add DEI into its training programs. DEI in the workplace helps create an environment that respects and values people of all backgrounds. DEI training for customer service helps reps create positive experiences for customers of all kinds.
So, what is the best training for customer service? The best customer service training programs are custom-made for your company and its people. Your employee training needs a multi-faceted approach, combining custom content, personalized learning paths, blended learning techniques, and ongoing coaching.
Start training to improve customer service today
At Unboxed Training & Technology, our custom training content development services are designed to fit your company’s specific needs. Using your business goals as our guide, we craft content that gets results. Features like gamification make our eLearning training content engaging and memorable for learners; no more binders gathering dust.
Once your customer service training materials are made, centralize it all within Spoke®, the world’s best skill-building platform. With personalized learner journeys and continuous coaching, learners stay engaged, and managers can measure training effectiveness, creating a continuous feedback loop that drives improvement.
Start training to improve customer service today by scheduling a demo of our customer service training programs.