Customer training should be an essential part of an organization. It may seem like a challenging duty as it is the employer’s responsibility and the many departments that the organization may be dealing with. How could you prepare your customer support team during situations that need absolute attention or may inevitably arise that one may not have prepared for?
The point is not to create a portal for every slip of a situation if it appears but to prepare your customer support team by instilling a good service that goes a long way and is positive in the customers’ eyes. The Training is ideally to build an effective interaction mechanism between the customer support team and the customers. The following are some ideas of customer support training ideas for your team that would facilitate by providing some knowledge on experiences to anticipate every situation and respond accordingly.
Initiating customer service interaction protocols on day one of employment
At many organizations, the first week is taken up by time-consuming paperwork, touring the office, meeting the various other representatives from each department, ensuring arriving on time, etc., besides other things. Though these activities may seem significant, they are not something that needs to be accomplished initially. What’s more important is that the employer sticks to a commitment to ensure the customer support team is set in the right direction from the first day of employment.
Putting customers first is the utmost priority as the customer support team needs to have clear-cut solutions to all the problems. Doing this shows that you are keeping your customers as a number one priority and addressing it through intensive customer service training and a commitment to the organization’s core values. Also, refer to this guide by TechWhoop to understand better.
Incorporating real-life situation scenarios in the form of games
Since serving customers requires a quick-thinking process, one cannot anticipate every situation despite the planning. One of the most surpassing ways to teach your employees is to respond to conditions set outside their guidelines and their ability to handle the situation. This is where the customer support team servicing game comes in handy for excelling in this skill of handing, mainly through improvisation. Improvisation is an excellent technique for improving communication skills, used primarily in acting and personality development areas as it instils confidence and creativity.
Since improvisation favours communication skills, it makes sure employees use the phrase ‘Yes, and,’ which is more accepting and positive than rejecting and hostile towards them. These help the employees build a positive relationship with customers and reply positively rather than saying ‘No,’ which seems unappreciated in the customers’ eyes. These improvisation skills help the customer support team manage customer situations effectively rather than restricting themselves to the guidelines.
Usage of Roleplay by employees during Training
To maintain excellent service, empathy must be considered. It allows us to see from the customer’s situation and experience emotions that they show, essential to the company. Sometimes being empathetic makes people help other people naturally as you must solve problems no matter what. By instilling empathy, the customer support team can learn the various angles of a situation and think from the customers’ point of view.
Since empathy is a value most people are born with and is acquired naturally, people can still practice empathy and learn to empathize with the customers. This is where Role-playing fits into the puzzle of Training. Training employees by acting as customers is equally important as teaching them to be a good customer service team.
Proving Customer Service is not alone the team’s responsibility
Everyone in the organization, regardless of dealing with customer service issues or not, still knows that it affects the customer expectations in one way or another. If you expect your customer service team to deliver an outstanding service, they must do more than follow the guidelines and be more approachable.
Organizing a customer service training program for the organization’s entire staff that includes the senior management team enhances the importance of customer care and ensures it becomes everyone’s responsibility. Though the senior management team may not interact with customers regularly, it instils that the customer support team is not the only one handling this all alone and has the support of the other departments.
Emphasizing stress management among the employees
The customer support team often deals with disappointed customers and also equally have a stressful experience. Since serving in the customer support team has high expectations and high-stress levels dealing with various customer issues, stress management is crucial. Having stress relief activities such as yoga or meditation can be instilled in their trying times. It may be impossible to stop and relax in the middle of a conversation. Still, You must emphasize mindfulness of the situation and the ability to overcome stress during training sessions.
Source@techsaa: Read more at: Technology Week Blog