Customer Service Training Ideas that Really Work


Customer service training always seems to take a backseat when budgeting the day-to-day activities of your business. However, not investing in customer service training will ultimately lead to even more lost revenue and unhappy clients. The trick is to find the right type of training that will be useful for your employees and that they’ll actually enjoy doing. Here are some great ideas for customer service training ideas that really work!


Culture Training

This is a great way to get your employees to open up and bring a positive atmosphere to the office. It is also a great strategy for bringing new employees on board and getting them familiarized with the company culture.


Presentations

The most effective way to improve customer service skills at all levels is through training and concrete examples. Your team will be able to perform better and will derive more value from their job if they understand what the customer service department does for the company. Presentations can help bridge this gap by increasing your teams’ exposure to customer service concepts.


Role-Play

This is a great way to bring the training to life. It is also a great way to send the message that you support and appreciate your employees’ work even after they leave the office. Role-play can quite literally be used to make customers feel more comfortable when they call in. Your team will respond differently depending on their perspective and use of customer service skills. This is an effective way of making sure that each employee has the opportunity to apply their learnings in a real-world setting.


Written Assignments

The written assignment style is a great way for you to provide reinforcement and practice sessions for your employees. It is also a great way to introduce additional concepts and customer service skills that you might want your employees to learn. Written assignments are also helpful in making sure that your entire team is learning the same concepts and values.


Shadowing

This is an ideal way for your team members to get exposed to customer service situations outside of their comfort zone. You can have them shadow customer service employees during customer calls or at the front office during customer walk-ins. This will allow you to see how they handle these situations and give feedback or coaching afterward. It is also a great way for junior members of your team to step up and show their skills in an informal setting before they are considered for promotion or more difficult roles.


Personality Tests

This is a great way to bring the focus of your training back to the actual people who will be interacting with customers. It is also a great way to help your employees have more fun while they are in the office by getting them to learn more about each other. Personality tests can also help you identify employees who could use some additional coaching or training. There is no better way for you and your employees to bond than through a personality test!


Final Thoughts

The customer service department should be seen as a way to improve the overall performance of your business. In order to do this, you must invest in training and make it fun for everyone. Reach out to Network ESC professionals today to learn how we can help you. Happy Learning!


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