Customer Service Online Training: 6 Topics To Cover
Customer care starts with skill-building and real-world experience. Am HR Manager must recruit the team, train them, and prepare them to deal with customers. The problem is that many times, the customer care team receives insufficient training. They are tossed in at the deep end, handling disgruntled clients that put their patience to the test. Often, they are asked to defend policies that they barely understand, much less support. And they have to bear the brunt of angry or unhappy consumers. Make life easier for yourself, your clients, and your customer service reps by including these 6 topics in your customer service online training program.
1. Company Vision
Every institution has a mission and vision that drives it. As much as profit is the bottom line, your company founders probably have other areas of focus. This is important because it dictates the brand image and messaging. If you are interested in connecting with a youthful audience, your organization’s character can be playful and impersonal. If you’re more interested in being seen as an authority or expert, your tone will gear more towards the formal. Ensure that your customer service reps are clear on how the organization wishes to present itself. This way, they can effectively share your official image with the public. Company vision also includes company policy, as well as compliance issues that help you uphold the integrity of your brand.
2. Balancing Professionalism With Personality
In the example above, there are certain organizations that are seen as young and vibrant. The customer care team is encouraged to speak to customers in their own language. They can incorporate slang and connect with customers. Unfortunately, this can sometimes lead to unprofessional behavior, especially on digital forums. Give your client service team plenty of practice, including realistic simulations. They need to know how to engage customers without losing decorum. This is equally important if your brand persona is formal. Your reps should not be so mired in being "proper" that they end up being cold and robotic. Train your customer service team to let their humanity shine through without compromising the brand image.
3. Constructive And Active Listening
Everybody talks about active listening, but not everyone knows how to do it. Worse, many people have learned the "tricks" of active listening. They simply perform the necessary cues without actually hearing what is being said. For example, active listeners are advised to incorporate body language, use aural signals, and paraphrase the speaker. But it’s possible to get so caught up in the technique that you don’t actually listen. Most people who call customer care simply want to feel heard. Train your customer service team to validate customer complaints even if they can’t actually solve the problem. It makes your clients feel like you care, and saves your customer care team from a lot of unnecessary yelling.
4. Strategic Problem-Solving
As I’ve said, sometimes a grumbler just wants to be heard. But often, there is an actual underlying problem. Many times, the customer is not clear on exactly what that problem is. For instance, a customer calls in a state of panic because their credit card was declined. They may be upset because they have an urgent bill, or irritated because they had to pay cash. They might be devastated because they were embarrassed in front of a line of people in the checkout line. Or maybe they’re upset because other issues are weighing on their minds. Teach your team to get to the heart of the matter as soon as possible, but train them to do it without making the customer feel patronized or rushed, which will just exacerbate the problem.
5. Time Management
Coupled with discovering the heart of the matter, customer care representatives need time management skills. They should know exactly how long to spend on each client query. More importantly, they should disengage without making the client feel dismissed. If the customer feels you’re running off to do something "more important" you can lose their business. Your team also needs to know what they can handle on their own and what they need to escalate. They shouldn’t lose time trying to resolve a massive crisis. But they shouldn’t run to the manager with every little thing. Teach them judgement skills, so that they can tell the difference.
6. Effective Communication
The heart of customer care is delivering the right message in the right way. Whether you’re giving customers good news or bad news, you need to be sure they know exactly what you’re saying. Customer care reps need the tact of diplomats, but they also need the clarity of lawyers. Train them to explain issues to customers clearly, simply, and without loopholes. Don’t leave any wiggle room that could make a simple problem ten times worse. And remember to always be polite.
Creating a good customer care experience for your clients begins with effectively training your customer service team. Make sure they are clear on your company goals, and help them stay friendly but professional. Teach them to listen not just actively, but constructively, so they can figure out exactly what is ailing the customer. They should learn how to manage their time effectively, as well as express themselves and the company’s position in a warm, clear, and concise manner. Incorporate these lessons in your customer service online training to boost customer loyalty and generate repeat business.
Are you thinking about making the switch to online training for your customer service associates? Read the article 8 Hidden Benefits Of Customer Service Online Training to discover the top hidden benefits of a well-executed customer service online training program.