Times change, and so do client requirements. In a tough economic environment, immaculate service can be the key to survival. 57% of clients will buy from those who offer superior service. Think about your clients, and they will recommend you to their partners.
Any productive customer service begins with employees. An effective service culture will turn every customer contact into revenue. To keep up with the times and constantly improve the service level, every outsourcing call center must prioritize employee team training.
The following training ideas will help you to refine productivity, morale, and motivation among your employees. Clear goals and objectives will help your employees make fewer mistakes and complete the assigned tasks more efficiently.
Replaying possible customer support scenarios is one of the main methods of employee training. It’s not enough to just help customers with their problems. Some of these problems become common, others rarely occur, and they are difficult to fix. But together they form a useful material base for shaping customer service scenarios. They can be thought of as a basic pattern with responses to every specific request.
The best thing about scenarios is that any case can be used as a ready-made answer. But why do we really need ready-made scenarios in customer service?
A call center agent’s job is challenging and exhausting. Not everyone can withstand such a load, so there is a 30-45% personnel turnover in this profession. Continuous training of new call center operators can pose a significant challenge.
Customer service scenarios are not meant to be memorized. They show you the core problem and the right way to solve it. The scenarios can (and should) be used to train new members of your team and give them the necessary experience. It is also a great way to prepare them for an unforeseen case.
Role-playing is essential for improving your team's skills as well as for hiring new employees. These are practice situations where an experienced team member plays a frustrated (or angry) client and the newbie tries to come up with a solution. We need them for:
Any team that wants to be progressive and effective needs training at least once a quarter to maintain productivity. There are two main training types:
But sometimes urgent training is needed if associated with a large management campaign, rebranding, or crisis. In these cases, your team must be trained fast.
Learning is an ongoing process. It is necessary to draw up a plan that includes training aims and requirements along with an implementation strategy.
Training programs should not be cumbersome, or boring, and they should not contain redundant information. It is difficult for people to master a large amount of material in a short time. For such situations, the solution is to break the course into a few modules. In other words, the training program must be divided into small chunks. The key to success is remembering that the human brain better perceives small, concentrated pieces of information.
There are several ways to teach the necessary skills and achieve your ultimate goal of serving customers.
To help your clients, you need some skills to establish positive and reliable communication with customers:
Businesses are constantly growing and developing - updates happen every month or even more frequently. Therefore, team training should be an ongoing process. The team must know the product as if they created it. Formulate the knowledge base for your product as a reference or guide.
Training concept: Charades. Give each employee a term or phrase that is relevant to your occupation. Ask the participants to stand up and act out their terms (without saying a word!).
Most clients whose problems you have successfully resolved fast will come back to you again. The fact that a client comes to you dissatisfied does not mean that they will leave dissatisfied. It is in your power to do everything so that this client then remembers you with positive feelings.
But even thick-skinned people can get burned out after a lot of angry clients. Here are two exercises to help you work with pushy clients without losing your temper.
Things you do to coach customer service agents should be more than explaining technical issues. They need to know how to turn angry customers into happy ones. Happy customers will gladly recommend you to friends and relatives.
Look at these educational ideas for building a highly qualified customer support culture:
If you need a starting point to improve the professional skills of your support team, you can use this post as free customer service training material. Armed with such call center training tips, you can easily solve the challenge of training new agents.
Not sure that you are up to the task? Need expert help or advice? Do not hesitate to contact us. Our vast experience in the field of communications allows us to handle projects of any complexity. We always strive for better results in our work and provide the highest quality customer service. And remember: effective communication is the key to a company’s success.
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