When looking up customer service training tips, you probably see a lot of people repeating the same basic methods and techniques. I admit to having used the same training activities many times myself; and that’s because they are valuable and work. But, they don’t account for a lot of elements in customer service work, notably the weak spots of the customer service staff.
This time around, I want to discuss three basic customer service training tips that will help train your employees to be more aware of how they can best serve customers.
#1 – The Human Element
This human touch is usually covered (in some way or another) in most routine training, but there are parts of the human element in customer service that are overlooked or that require a unique approach.
For example, how do you reverse the emotions of a customer? How do you leave them feeling positive after attempting to resolve an issue? Fixing the issue is one way, but what do you when there is no instant solution available?
You need to work out practice training scenarios where your trainees can work on human emotion, in this instance, how to convert an angry customer into at least a more calm individual. You can accomplish this through various forms of interaction such as small talk, humor and relaying empathy. ‘Being nice’ is hard to learn, and it is best taught through this type of training game.
#2 – CRM Speed
Speed is important, especially for a support staff member using CRM software. I, for one, have been on the phone with customer service people who took quite a long time to go through basic procedures with CRM software. I had to wait in order to get a hold of information, to apply changes to accounts and other such simple tasks.
It is often obvious, when staff is unprepared. You may hear silence, typing strokes or arguments in the background. A company can remedy this by drilling them on the CRM software until it becomes second nature.
Although you can’t get past some speed limits in CRM (be it due to slow servers or computer technology, etc), You can still abate this to some extent.
#3 – Being Proactive
Being proactive can be learned by a little phrase called “What can I do for you?” In this game, your call staff member is given a basic task that a customer needs done. While you perform the task, you must try to come up with other positive ideas for helping out the customer (while you are facing the data, software or department in which the required task is required).
This will teach your staff to go the extra mile. They will offer extras for the customers that they aren’t required to do – but customers will definitely appreciate it.
These are some different customer service training tips. All you need is a competent, helpful and quick representatives to get the job done. I hope these tips help you and your customer service department deliver great results