Why Is Customer Service Training Important
A common misconception is that customer service skills are something a person either has or doesn’t have. The truth is that with the right training, any employee can be taught to deliver great customer service. It’s all about knowing what to say and how to behave during any customer interaction. And with the right training, you can even intuit your customers’ needs, allowing you to anticipate and react better during subsequent interactions.
Customer service training is important as it equips employees with essential knowledge concerning:
- The Business
- Formal Procedures
A baseline of knowledge is essential – only with the right knowledge can employees answer customer queries confidently and accurately. And the right training teaches the skills needed to communicate this information effectively. These skills include:
The right customer training helps build employee confidence, which is especially useful when dealing with upset or hostile customers. It improves customer service at every level, leaving more customers impressed. It ensures that brand-consistent experiences are delivered through effective communication of the business’s values.
It helps establish a culture of service excellence by ensuring employees can resolve inquiries faster and more accurately. It helps improve employee engagement through personal development and job proficiency. It helps identify and improve on weaknesses. And above all else, it helps build customer loyalty.
What is Customer Service Training
You might be unfamiliar with what customer service training is. After all, isn’t customer service simply having good manners and helping customers with their inquiries? That’s certainly a part of it, but it’s not the whole story, and even the best customer service training courses can’t provide the sort of preparation that we do at Steps.
When first approaching client and customer service, businesses tend to start with their brand and how they wish for customers to perceive the brand. Specifically, they focus on the ‘brand experience’. Where our approach to customer service training differs is that we focus on individuals and their behaviours.
We look at how these behaviours affect the service being provided and look at how they can be shaped to provide the best possible client and customer experience. We delve into your world to understand the service challenges that you, your customers and your employees face. Then, we work closely with you and your staff to create a culture that prioritises customer and client needs.
Customer service training provided by Steps makes use of drama (live or virtual) to demonstrate credible client or customer interactions. And we provide the tools and confidence your team members need to tackle even the most demanding or challenging situations.
The right customer service training balances the development of practical skills and theoretical knowledge. It helps develop questioning techniques, personality profiling, and transactional analysis to enhance learner understanding.
Above all else, customer service training offers a flexible and creative approach that accounts for shift patterns and varying schedules. All options are scalable to businesses of all sizes and instigate changes that transcend the entire organisation.
We do it all, from large-scale rollouts to the design and delivery of engaging videos and digital learning resources that can be accessed remotely. Through customer service training, the infrastructure will be put in place to support your team so that they can deal with each customer professionally, confidently, and efficiently.