6 JIT Video-Based Support Tools That Are Missing From Your Customer Service Training

JIT Video-Based Support Tools That Are Missing From Your Customer Service Online Training Library
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Summary: Complaints, snide remarks, and rude gestures are usually part of the job description for customer service employees. Fortunately, you can help them manage these daily stressors with video-based JIT support tools.

Enhance Your Customer Service Training With Video-Based Support Tools

Is your team prepared to face angry customers who don't seem to be happy with any resolution? Do they know how to process a return rapidly without breaching company policy or testing the customer’s patience? Can they maintain their composure when emergencies arise? Customer service calls for a broad skill set and "thick skin." Video-based online training tools are there to lend a helping hand and set an example. These JIT online training resources are perfect additions to your customer service training library.

Are These JIT Support Tools Missing From Your Training Program?

1. Customer Persona Intros

Create a brief intro video for the most common customer types. Every clip should cover a unique persona so that employees know who they’re dealing with. From the customer who’s constantly watching the clock and makes team members feel rushed. To the one who seems happy when they come in but suddenly erupts in anger when things don’t go their way. You should pick out the most problematic personalities to profile, but avoid exaggerations. The goal is to expose them to realistic customers and prepare them for the worst-case scenario. Not to scare them away from the job. Invite your customer service team to share personal anecdotes to help develop accurate customer profiles. They are a treasure trove of information because they interact with consumers every day and "horror stories" tend to stick in their minds.

2. Product Knowledge Recaps

Product knowledge is usually associated with sales. However, it’s also essential for customer service training. Given that your front-end team needs to find suitable replacement products and keep customers informed. They should also know about add-ons and service packages. For example, extended warranties that they can offer customers during check-out. Develop video-based customer service training product recaps that include the specs, selling points, and benefits. Mention the product’s target demographic and alternatives, just in case the item is out of their price range. Keep in mind that the customer service staff’s top priority is to ensure customer satisfaction. Of course, they should seize every sales opportunity, but providing the best CX trumps everything else.

3. Do/Don’t Soft Skill Demos

Demonstrate the right and wrong way to apply customer service skills on the job. Soft skills are usually the most difficult to hone, but training videos show employees how it’s done. For example, the first half of the video covers the correct way to actively listen to customers’ needs. While the second portion features all the mistakes to avoid. Follow up with a brief recap of why the skill is so crucial in the workplace. As well as resource links they can use to build their talents. These JIT online training tools are even great for self-evaluation. Ask employees to highlight all the errors in the don’t clip and how the character should’ve addressed the situation. Then encourage them to reflect on their own performance behaviors to find areas for improvement.

4. Daily Task Walkthroughs

Employees usually have a routine. They may deal with different customers, clients, or co-workers every day, but tasks usually stay the same. So, create customer service training videos for the most common processes. Include step-by-step instructions, troubleshooting tips, and best practices. Even experienced employees can miss a step or start to get "sloppy" because they’ve performed the task so many times. These walkthroughs reinforce their knowledge and give them established guidelines to follow. They may be having a rough day, but the video-based training tools prevent compliance violations and boost their self-assurance. They may not use them regularly; however, knowing that support resources are there gives them a safety net to fall back on.

5. Company Policy Refreshers

Employees in other departments usually turn to the customer service team for company policy info. They may be uncomfortable asking managers for help because they don’t want to seem unprepared. However, calling on a co-worker is a different story. As such, your front-end staff needs video-based training policy refreshers to maintain compliance and support their peers. Of course, they shouldn’t be the in-house enforcers who pull co-workers aside for violating the dress code. So, make sure you include a brief disclaimer to curb workplace conflicts and ensure that customer service employees understand their role. Every video should feature an overview of the policy, why it’s enforced, and how it ties into different positions. For instance, different departments have different uniforms. Or the warehouse team has different customer interaction guidelines than the sales staff. Instead of helping the customer pick a product, they’re required to find the nearest sales associate.

6. Body Language Translators

We’ve all been in situations where someone says one thing and means something else. Your employees must know how to read body language to offer superior customer service. So, give them video-based training translators that cover the basics. Include animated characters who illustrate non-verbal cues. Ask employees to decipher their expressions and hand gestures to read between the lines. For example, the customer who’s next in line starts tapping their foot or putting their hands on their hips. This may be a good time for the employee to call a co-worker to the front desk to expedite service. Or quickly acknowledge the customer and thank them for their patience.

Conclusion

Online training videos are ideal for JIT support because they offer employees a visual example of favorable behaviors and task protocols. They can’t step away from the customer halfway through a transaction to read a manual or revisit a course. But microlearning video-based training provides small and convenient doses of information that they can use right away. This keeps customers happy, builds employee self-confidence, and increases the likelihood of repeat business.

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