Top Customer Experience Resources For Employee Onboarding
Every customer who interacts with your brand expects a high level of service, whether they’re reaching out to your call center with a question or venturing into the store to purchase products. Thus, employees must be prepared for every eventuality to surpass customer expectations. It’s not enough to simply match your competitors. To achieve long-term success, your organization must provide a superior customer experience, and it all starts with the new recruits. Here are 6 essential customer experience training resources to include in your onboarding course.
6 Crucial Resources For Onboarding To Boost CX Scores
1. Split Personality Simulations
This simulation covers the broad spectrum of customer personas new employees will encounter in the workplace, even those who are more uncommon but still feasible. They interact with virtual characters to master the fine art of communication, active listening, and problem-solving. Keep it as realistic as possible, so they know what to expect and to react to specific situations. But also incorporate some lateral thinking so they can use the experience in different contexts. This preps new employees for upcoming challenges. However, it also ensures that your customers get the best service because your employees can handle their issues more confidently. No more apprehensions or second-guesses that are usually synonymous with ‘newbies.’
2. Show-Don’t-Tell Task Demos
You can tell a new employee how to resolve a conflict or appease an angry customer. However, successful onboarding training shows them how it’s done. These video demos offer a step-by-step guide for common tasks. Employees complete processes more rapidly because they’re a visual example to follow. But they also know how to avoid the most common pitfalls so that customers get speedy service. We’ve all seen the dreaded eye roll when consumers get "fed up" with an inexperienced employee. Task demos equip new hires with all the info they need to avoid those impatient glares and sighs.
3. Real-World Examples That Explore Customer Perspectives
New staff members must be able to see things from the customers' point of view to ensure the best CX. Someone walks into the store irate or complaining about something trivial, but other factors may be in play. Real-world examples expose employees to these different perspectives so that they understand consumer behaviors and attitudes. That angry customer might be frustrated with a malfunctioning product because this is the third replacement item they’ve returned. Or they’re dealing with personal issues and don’t even realize they're taking it out on the employee. Thus, new hires must have empathy and the ability to find common ground with consumers.
4. Company Policy CX Cheat Sheets
Develop a cheat sheet for customer experience policies and company protocols. Such as what to do if a customer asks to speak to a manager and no one is available. New hires refer to the mini-guide for quick tips and possible resolutions. For instance, they can call a supervisor or direct customers to the call center. Cheat sheets might also contain links to other resources that expand on the topic. They click on the first tip for a microlearning tutorial that demonstrates the solution or procedure. Add some visual appeal by turning the list into an infographic, complete with images, charts, and engaging fonts.
5. Branching Scenarios That Set The Customer Service Bar
Most onboarding training programs clarify expectations. New hires know that it’s not acceptable to tell off a client or use foul language on the job. However, they may not know how subtle actions or behaviors impact their work duties. Branching scenarios show them the correlation between performance and customer experience. One mistake could lose a loyal customer or put them in a challenging situation. Employees learn the importance of CX training and how to apply it in the workplace. Map out the decision-making paths and matching outcomes. Then incorporate realistic characters and obstacles to enhance the immersion. Remember, you want new employees to feel the same pressure and stressors they’d encounter on the job. To understand how their talents can benefit not just the organization but customers they help on a daily basis.
6. Bite-Size Skill Refreshers
Skill refreshers can take many forms. From serious games and personal anecdotes to podcasts and simulations. The key is to make them micro so new employees can fine-tune those talents and respect customers’ time. A person waiting in line shouldn’t have to give up ten minutes of their day while the employee participates in a skill-based course. Quick demos show them how to use the skill in the workplace, common mistakes to avoid, and follow-up resource recommendations. Pop quizzes can also test skill proficiency and identify shortcomings. Compile a customer experience training library that’s organized by skill/task categories. For instance, one section pertains to call center skills. Feature different delivery formats so that everyone can find something they enjoy. One new hire may prefer a 2-minute podcast, while another needs a video tutorial.
Conclusion
Customer experience consists of many variables. Even the surroundings have an impact on how consumers perceive your brand and level of service. For example, a crowded showroom might make them feel overlooked or slighted. But you are able to control the human element. These CX training resources give new hires the tools they need to represent your organization and improve satisfaction scores. Every customer deserves the best service, but your new employees also deserve the best online training resources that money can buy.
Does your current LMS make onboarding a breeze or complicate new hire online training? Our online directory features the leading employee training systems in your industry. You can search by pricing model, deployment type, and licensing option to narrow the results and choose the best tool for the task.
