Customer care training should be carried at every level of your company.
No one should be exempt and the training should climb the ladder from entry level personnel all the way up to your CEO.
This is because customer care is something that all personnel should be knowledgeable about.
“But Amy,” I can hear you yelling through your screen and in my future. “Surely every business has customer care specialists on staff.”
First of all its Amy and not Surely, second, there are situations where people from other departments or job functions will be required to face your company’s clients. When this happens you will want them to not only know what they are doing but also to meet each customer with good nature and aplomb.
Fortunately, customer care does not have to be difficult. There are techniques which your company can put into place in order to simplify this process, and they do not even require a substantial change in your organization’s existing training programs.
What a relief right?
So if you’re looking for a way to improve your employees’ customer care skills then here’s what you should do.
Establish an Effective “Soft Skills” Training Course
The first step is to establish an effective “soft skills” training course for all of your personnel, with technical and product courses reserved for customer care specialists. This soft skills course will train your personnel to develop better people skills as well as effective customer engagement techniques. This advice may seem obvious, but many organizations often fail to provide their employees this type of training.
Give Front Line Service Agents More Authority
The second technique of simplifying customer care is to give your front line service personnel additional authority and respect within your organization. For example, you can give them a certain level of autonomy in resolving customer complaints. You can also give them the authority to request assistance from another department in your organization, so long as it’s related to resolving customer related problems. Just make sure that you have an effective ticketing system in place lest they become mad with power and threaten to take over the entire company. Nah that totally won’t happen. Or will it? No.
Carry Out Skill Assessments
Finally, you will need to carry out skill assessments. For non-customer care personnel, some basic skills are enough, while, for customer care specialists, their skills will have to include things, like empathy, the ability to hear out customer complaints and the ability to solve customer problems. This is all based on your company’s needs, so it’s up to you to set up the assessment process. It is like creating the world’s friendliest army. Everyone needs to work together and help with creativity and a smile.
Additional Customer Care Training Tips
Aside from the advice mentioned above, you should also keep in mind that customer service is more than just addressing customer complaints and concerns. It also involves:
– Identifying Common Complaints Among Customers (And Resolving Them)
– Optimizing the Complaint Resolution Capabilities of Your Organization
– Improving the Reputation of Your Company’s Brand
– Improving the Capabilities of Your Customer Service Personnel
– Avoiding Negative Publicity and PR
In short, customer care can be seen as a kind of damage control apparatus; a tool used by organizations to keep their customers happy and at the same time their brand free from negative publicity. Make sure that your customer care and services training program is capable of achieving these goals.
Customer care training is all about making sure that your company’s personnel can handle the complaints of your clients, and it is important because customer care is essential for keeping your brand popular. So the more simplified and efficient your company’s customer care and service training course is, the easier it be to provide your clients with quality customer care support.