If you want to offer great customer service, you can’t just meet customer expectations; you have to exceed them. Often, companies don’t spend much time preparing their employees on the customer service front. Instead, they have them learn by doing, and that isn’t always ideal.
Customer service training can be the difference between being viewed as a good or great company by your customers. It allows you to ensure that your employees are offering an exceptional experience, something that can differentiate your business from the competition.
When a customer calls, they often have questions about the products or services you offer. If your employees are ill-equipped to answer those questions, it is going to lead to a subpar experience.
Employees need to be trained so that they can become experts on your offerings. They need knowledge beyond what is easily accessible through customer documentation, and to be able to pull upon their understanding with ease to help them answer the unexpected.
Customer service employees have to be able to communicate effectively. If they can’t articulate their answers in a way that the customer understands, they aren’t providing an exceptional experience.
Train your employees so that they can take a complex topic and break it down effectively. For example, you can have them practice explaining the ideas as if they were talking to a young child, as that will help them build the right skills.
Not all customer service calls are going to be pleasant. However, employees need to have patience when dealing with every customer, ensuring that they aren’t curt or that any frustration they are feeling isn’t conveyed.
Teaching employees to put themselves in the customer’s shoes and being empathetic to their position can go a long way. Similarly, making the customer experience a priority over call speed metrics can also be beneficial, as it gives employees the space they need to have patience without fearing it will harm their numbers.
When an employee is slow, customers become frustrated. The person on the call may be annoyed by the pace, and others get stuck waiting in queues longer. Make sure employees are taught to value the customer’s time. Additionally, ensure that the worker is familiar with the systems they use to solve a customer’s problems, as this allows them to work more quickly.
Every customer is unique, so employees should be trained to handle every contact as such. By paying attention to the details a customer shares, an employee will be better equipped to proceed down the ideal path.
Ultimately, by tightening up your customer service training, you can offer a better customer experience. If you’d like to find out more, the staff at TRC Staffing Services can help. Contact us with your questions today and see how our training expertise can benefit you.