These resources give employees the most up-to-date information on any new products that’ll be announced at INBOUND — which can be upwards of four or five major product releases! One of the most traditional ways to train customer service teams is through a presentation. It is cheaper and faster to do the job right the first time. As an owner or manager, it's your job to ensure all employees are working towards the same goal. To create an atmosphere of customer advocacy and success, your training has to go above and beyond teaching soft and technical skills. Sure, but this hardly creates an environment of going above and beyond for the customer (not to mention each employee’s potential). These four reasons are why right now is the perfect time to revisit your customer service strategy. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. Conducting mock calls that resemble a real customer service issue (and involve a seemingly angry caller) can help acclimate your team to the realities of upset customers. You can separate these skills into different categories — which we'll review momentarily — so you’re able to easily focus on teaching and building them with your reps. To be effective in customer service, reps should look inward and focus on personal skills that are critical to fostering positive and trustworthy relationships with customers. Perhaps there’s a product recall, a major rebranding, or a national advertising campaign. Customer experience simulation is essentially the reverse of role playing. Conduct role-play activities: This training exercise is highly recommended for all customer service representatives and can be especially helpful for pacifying angry customers. Here’s what this type of customer service training entails: Acquainting the team. Customer service training comes in many shapes and sizes. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation and calm -- even in the middle of a busy workday. I’m doing this because hiring right is how you build a strong foundation for your customer service team — and how you ultimately ensure that your team is receptive to your training. And, it starts with their customer service teams. The word “no” is a trigger word that is known to evoke negative emotions in customers. Ice breakers will help the group feel more comfortable interacting. Learn everything you need to know to get started with the HubSpot Service Hub. However, social media is still relatively new to customer service, and your more tenured reps may not be as experienced with these platforms. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. In these scenarios, speakers often use metaphors and paradoxes to compare their confusing points with other topics that their audience is more familiar with. Whether your customer service team has been around for six months or six years, they should still undergo training every quarter, half-year, or year (depending on what works best for your company). Don't point fingers or place the blame on anyone. Corporate culture is extremely important for customer service employees. It also helps customers to feel heard if they're dealing with a frustrating or time-sensitive issue with your product or service. Here are just some of the most common training methods: In-person seminars and courses Social media will always be a factor that your team will have to deal with no matter which industry you're providing customer service in. Research shows that 70% of unhappy customers whose problems are resolved are willing to shop with a business again. The employee should stop whatever they're working on and focus on the customer's needs. With your customer service team on the front lines of customer service and retention, they need to be properly trained and equipped to handle any challenge that comes their way. Your customer service reps are responsible for keeping customers from running to your competitors. This course will give your employees an understanding of essential customer service factors and help them understand how to deliver a customer-friendly approach that’s best for your business needs. Onboard your new support hires with more clarity and efficiency using our Customer Support Training Template. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. One framework we use here at HubSpot is the DiSC profile, which evaluates people's behavioral and personality differences. Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. We share everything from customer service training activities to ideas for fun coaching games, as we help to freshen up your contact centre coaching programme. After all, customers who are reaching our to your service and support reps are doing so because they're trying to find a solution to a challenge or roadblock. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Training Call Center Agents to Match Customer Expectations. Assign One Customer Service Representative to a Single Customer / Account Let’s dive into training for customer support and service. Any employee that interacts and deals with customers is eligible for customer service training. By the end, you’ll gain a complete understanding of how customer service training benefits your business, when different types of training might come in handy, and what materials you need to execute a thorough training program. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. Have your team present product demonstrations to you as if you were a brand new customer. Being a customer service representative is tough work. Customer service reps need to be both assertive and direct. Reps should be tasked with giving a 10-15 minute product presentation and demonstration -- walking a prospective "customer" through everything they need to know to successfully start using it themselves. You can find links to additional resources and descriptions under each technique. While training for customer service is the main topic here, I’m going to take a slight detour and discuss hiring for customer service, too. Team members should be paired up and given real scenarios that customer support reps have to tackle every day -- easy ones, and difficult ones, too. Call reviews are a common practice among successful customer support teams. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing the job before doing the job. Chinese Whispers is a fun and simple game that can demonstrate what happens when you try to rush or don’t communicate effectively. This exercise will teach support reps how to still be helpful if they don't give the customer the answer they want to hear. Empathize: Use phrases that convey that you understand how the customer feels. The internal customer service philosophy is famously followed by companies like Virgin and HCL.By putting employees first, everything else falls into place. These are things that reps use during a call to keep them motivated and optimistic. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. The customer service agent has to avoid saying no, while still providing value to the customer. Customer service training can be applied to many different situations. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. And given how your customers are your best growth opportunity, every employee should be working hard to keep them happy — whether from the position of a marketer, executive assistant, or customer service representative. There are some, and train them in the skills they need to be pro. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. Leveraging employee advocacy is like killing two birds with one stone. Clarity in communication can improve customer service interactions tenfold — it’s the difference between sending 10 emails or one when explaining a product. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. Sarah: Hi, I was billed twice this month, and I need my money back. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Our new Director of Training and Possibilities, Katie Locke, has written the article below on ways to improve your internal customer service to help you with just that. Your customer service teams should be looped in on any company updates or changes. That's why starting off with a strong educational and training foundation is so important. Below is a short list of some free customer service training courses for your team. This resource lists all of the company's values and what it expects from its employees. No matter how well your team works together, it's important to conduct sensitivity training regularly. Consider writing out a training guide for your new hires that outlines what activities and plans to expect during training, what responsibilities they’ll have during their first few months, and any internal resources (like reading material or colleagues they should meet with) they can use to get acclimated. Customers service training ideas for better brand advocacy. Turn your customer service team into a competitive advantage and engine for growth with these training ideas and tools. But the nuts and bolts of how you actually do that can be easier said than done. You could train your employees to get that done and leave them alone. Role playing is an effective exercise for sharpening customer service skills. Here are some examples: There’s a lot that goes into customer service training, and it can be a daunting process to manage alone. Today, 48% of customers want to communicate with companies via phone call for customer service. Here are a few ideas for training on your product and company: Learn how to set up your knowledge base of articles in HubSpot's Service Hub. To best serve your customers and handle a variety of problems and conflict, your customer service team needs to work together. Here are some skills to look for — even if just a hint — while interviewing and screening customer service candidates. But it ’ s own customer support and service training training reps how to do in... 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