Customer service is a vital part of a business. The ability to make customers feel like they are important drives sales, keeps them coming back, and helps to retain repeat customers. Customer service training often becomes an afterthought, however, and many companies don’t put enough focus on the importance of improving customer interaction.
If you’re one of the few companies that doesn’t include some form of customer service training in your annual planning process, now is the time to change that. Customer service is one of the cornerstones of any successful organization, and yet so many companies fail to effectively instill this value within their work force. This failure to train leads to strained relationships with customers and lower profits. This is a direct result of how much emphasis you place on marketing and advertising and less emphasis you put on developing and retaining excellent customer service teams. It is also strongly related to the larger issue of attrition, which is why companies that are not properly training their staff are quickly falling behind their competitors.
In order to have an effective and efficient customer service training program in place, you must first develop a team of exemplary employees. These individuals should have the personal qualities and skills needed to deal with any number of customers, both in day-to-day interactions and over the phone or internet. Your employees should be friendly and outgoing, willing to go the extra mile to make your customers happy. However, you should avoid hiring individuals who are simply good at talking to people. Instead, choose your employees carefully, spending time going over personality traits and communication skills with each potential employee. You want to ensure that all of your employees have the interpersonal skills necessary to help you and your customers succeed.
Once you’ve chosen your employees, the next step in customer service training is to get them trained in the proper way to handle different types of customers. For example, you may need your employees to be educated on how to handle angry or verbally aggressive customers. You may also need your employees to be educated on how to deal with upset and confused customers who may also require certain amounts of reworking. With this information, you can begin to select the right employees for each type of situation.
Next, you need to provide your employees with some excellent customer support training to keep them fully knowledgeable on how to deal with customers in any given situation. Most businesses fail to provide their customers with the level of customer support they deserve because they do not know the appropriate etiquette or skills required to best answer any given question. With excellent service training, your employees will know how to be patient with customers, offer constructive feedback, and know when to give the customer service that they deserve.
If you are going to provide your employees with excellent customer service training, you also need to make sure that all new hires are trained in basic customer service skills. Basic skills include staying calm when customers are irate or unreasonable, being polite and giving the customer the courtesy of attention. The more basic skills are taught to all new hires, the more smoothly the customer service will run throughout the business. In addition to having these new hires learn the basic skills, you also need to make sure that they are also able to apply these skills when it is necessary.
When your employees are trained in customer service training, it can be beneficial to have a one-on-one session with all new hires. This one-on-one session might include an introduction to the policies of the company, any policies that are in place for new hires, how to deal with angry customers, basic courtesy, and other such skills that are specific to customer service. During this one-on-one session, your new hires will be given a chance to practice their skills under supervision. Many businesses fail to realize the importance of this simple exercise until it is too late. You might want to ask your new hire to try out some skills in order to determine just how effective they are.
As your new hires begin to work together, you will want to foster the kind of teamwork that will be expected in your business. For example, if you have customers waiting on a specific product or service, make sure that your employees work together to address the situation. Some customers will be unhappy if they are left without their item or service. By approaching your customers in a cooperative manner, you can avoid such a scenario. The same goes if you have customers who are upset because a specific product was not delivered on time. Being sure that all customers feel welcome in your work place will help to ensure that they will remain satisfied with your services.
We offer customer service training to help you and your employees raise the bar of excellence at your organization. Call us today to know more.