QUICK TIPS FOR CUSTOMER SERVICE TRAINING
Quality customer service, like most other industries, starts with proper training. When a call center implements superior training programs, they can really see through metrics just how well the company benefits. When new employees are onboarded, it’s important for them to be trained for a number of situations in order to appease customers. Here are a few tips on how to do that.
Define Quality Customer Service
Before training even begins, new employees must have a keen understanding of the light at the end of the tunnel. They need to know the general definition of what quality customer service is, that way they can strive to mirror it. Show them examples and introduce them to some of the better call center representatives, that way they know what is expected before they even begin.
Offer Purpose-Based Training
A good employee is a motivated employee – and the same goes for a call center representative. During training, a new representative needs to be informed about how their role plays into the bigger picture of the company. Customer service is essentially a make-or-break component for businesses, and none can succeed without satisfaction coming from those buying their goods or services. New employees must understand their position plays a vital role in the success of everyone else.
Keep it Real
Call centers and customer service representatives get their fair share of bad experiences. Everyone knows that, and it’s unavoidable. But that doesn’t mean new employees should be shielded from that fact. A great way for trainees to feel empowered is to be open and honest with them, and acknowledge difficult situations they will inevitably run into. From there, you can train them on how to handle those situations and ensure they know where to find support when they need it.
Throw Scenarios at Them
Piggybacking off the enlightenment phase where you tell them about what situations they could encounter, it’s important to throw a few of those scenarios at new employees during training. No one is ever prepared for a difficult situation until it actually happens, so let a little bit of simulated experience be the teacher. Scenarios involving angry or annoying customers work best when it comes to this part of the training, as those are often the most difficult to deal with.
Keep Training Continuous (And Let it be Known)
Training should never stop. No one in this world, regardless of the industry, will ever be so good at their job to not require additional training. We can always be better, and that is a belief you must instill in your new call center and customer service employees. With all the new technology and social platforms being developed, customer service is one continuous loop of evolution – and new developments require training. It’s essential that your company stays on top of the latest industry trends and implements effective ways to share key information and train employees.
Superb customer service for a call center starts with training. Representatives that are properly trained are prepared for any number of situations that can arise on any given phone call. It’s important that your company places an emphasis on training, and ensures that training continues.