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Customer Service Training: How to Deliver It Online

Customer Service Training: How to Deliver It Online

The quality of customer service offered by your company directly influences the success of your business. For this reason, customer service skills training is very important.
If you intend to train your employees on dealing with customers and need some advice on how to plan, create and distribute your training, look no further. In this article you will find all the essential information you need to create an effective and engaging learning experience.

What is customer service training?

The goal of customer service skills training is to improve customer service, customer experience, and subsequent customer satisfaction. Good training should be ongoing and focus on developing skills, competencies, and tools that will help employees deliver a satisfying customer experience.

This type of training can be delivered in person, through e-learning or using a blended approach (b-learning). It usually includes:

Product training

Customer interaction training (e.g., dealing with an angry customer, reframing a negotiation, building trust)
Training on market-specific communication style and language policy
Technical training (e.g. to use different software and tools)
Industry specific training (e.g. private label or ancillary training if you work in the tourism industry)
Why is customer service training important?
According to a Salesforce Research report , 57% of surveyed consumers stop buying from a company if a competitor offers them a better experience.

If a business wants to retain existing customers and attract new ones, it must train employees so that every customer interaction is positive. In this section, we will delve into why customer service training is so important and what value it brings to an organization.

More training equals greater job satisfaction and greater customer satisfaction
According to a study by ClearCompany, 68% of employees consider their organization’s training and development policy to be the most important. This shows that when a company invests time and money in training its staff, employees are likely to feel more satisfied with their work. This is especially important for customer service because if employees are satisfied, customers will be happy too.

Customer service teams need cross-channel expertise

The way we shop is changing, and at the same time, customer expectations are changing as well. Perhaps one of the biggest changes is in communication. Customers are no longer satisfied with receiving customer service only by phone or email. Today they want, or should we say expect, to receive customer service through multiple channels, such as live chat, WhatsApp and social networks. Employers should train their staff on the use of these new channels and prepare them for all the other changes taking place in their work. For this reason, it is necessary to offer them training and improve their skills constantly.

A great support experience builds customer loyalty

It costs a business five times more to attract new customers than it does to care for existing ones, so you should never underestimate the importance of retaining existing customers and maintaining their loyalty.

A study by Hubspot found that 93% of customers are more likely to become repeat buyers if their customer service experience is excellent. In addition, having happy and loyal customers has another competitive advantage: lower marketing costs. Today, people trust the reviews they find online and word of mouth more than any advertising or marketing campaign, and a great customer experience is the best way to earn customer trust.

Most people remember feelings, rather than data
When it comes to the customer experience, most people remember more about how they felt rather than the exact details of a transaction. People can remember a positive or negative interaction with customer service for a long time.

In fact, if you remember an experience you had as a buyer that really stood out, chances are you remember this one because the customer service was great or terrible and not because of the incredible offer or marketing campaign for the product. This explains why excellent training in this area is essential for organizations.

Who Needs Customer Service Training?

Considering that 73% of customers stay loyal to a brand because of the kindness of customer service representatives, the more employees that receive this training, the better.

Think of all the staff in your company who deal with customers every day. These are the real face of your business and it will be judged based on the manners and behavior of these employees. Let’s be a bit more specific. Here are some examples of professions or sectors in which customer service training is essential:

Retail Customer Service Training
As the world of e-commerce continues to expand, physical stores are forced to compete with online stores. While many times they can’t offer the same prices or even the same convenience, they can leverage their strongest asset – great customer experiences.

The objective of this training in the retail sector is to train staff to add so much value in terms of experience, product knowledge and friendliness that the buyer prefers to buy in the store instead of simply trying the product in the store and buying it later online cheaper.

Hospitality customer service training
In hospitality, customer service training plays a critical role in the hotel’s continued success. Most people don’t stay in a hotel very often and consider it a luxury. Many people associate hotels with vacations and are willing to spend a little more to have a great experience.

Since this is usually a fairly expensive purchase, buyers are more likely to do some research before booking a hotel room. This can include reading reviews online or asking for recommendations.

Customer service training for the airline industry
While some people may choose the cheapest flight available, others will indulge in a more expensive flight if they know that the airline in question offers better service, especially for long-haul flights.

 

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