Your customer service reps are responsible for keeping customers from running to your competitors. Customer service training can be applied to many different situations. Here are a few training ideas to build a culture of world-class customer service: Encourage exceeding expectations: Let’s say your team is required to solve a minimum of 10 tickets per day. Premium plans, Connect your favorite apps to HubSpot. Free customer service training ideas. It will also allow them to help customers more efficiently find and share the best solution for whatever issue it is the customer is facing. 30 Customer Service Tips Backed by World-Class Support Teams: Onboard your new support hires with more clarity and efficiency using our Customer Support Training Template. One of the most traditional ways to train customer service teams is through a presentation. That way, communication will be smoother on social channels and will create more delightful customer experiences. You could train your employees to get that done and leave them alone. Here are some skills to look for — even if just a hint — while interviewing and screening customer service candidates. Customers with questions expect respect and cooperation . On this thread, people take pretty complex topics, from biology to engineering to technology, and explain concepts as if they were teaching a child. 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. This is a challenging yet instrumental training if you want to do as much as possible for the customer. Customer service training can teach new and improved communication techniques, but new hires should be able to showcase the ability to simplify complex topics and teach others new skills. Keep reading or use the chapter links below to jump ahead. Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. With over 4,000 likes, the value of this video speaks for itself. Turning satisfaction into retention. By diving into these topics in-depth, employees can better understand one another and will be more considerate of their differences. Better yet, this customer might 1) be satisfied with their interaction with your company and customer service team and 2) go on to promote your business as one with great products and service. Take your product apart in front of your employees and show them step-by-step how your product is put together. And, it starts with their customer service teams. These are things that reps use during a call to keep them motivated and optimistic. It is cheaper and faster to do the job right the first time. 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. Customer support shouldn’t be an afterthought. New hires should know precisely what’s expected of them during training and in their first month of work. Leveraging employee advocacy is like killing two birds with one stone. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. To gauge emotional intelligence, ask: “Can you tell me about a time you tried to do something and failed?”. Make the first day or two all about getting to know each other and learning how to work together. ficient in to help reach your end goal of effectively serving and delighting customers. Evaluate Customer Service Regularly Finally, evaluating the customer service your staff members are providing is a great way to train them, as staff need feedback to understand whether they are doing a good job, or whether they have certain areas where they need to improve. As the name implies, customer service training is any type of activity aimed at teaching employees the knowledge, skills, or techniques they need to deliver effective and efficient customer service. According to Help Scout, the skill set includes empathy, patience, flexibility, a calming presence, as well as communication, listening and persuasion skills. Corporate culture training doesn't have to be extensive, but it should be consistent. 1. Team members playing the role of the customer should feel free to be creative -- all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers. One framework we use here at HubSpot is the DiSC profile, which evaluates people's behavioral and personality differences. communicate and collaborate with the team, basic ways to teach customer service to your reps, Culture of Services: New Perspective on Customer Relations, 6 Fun and Powerful Training Games for Customer Service Teams, 5 Software and Tech Tools That Can Help You Train Service Reps, 9 Soft Skills You Need to Master as a Customer Service Rep, Employee Engagement & How It Affects the Customer Experience, Maintaining a positive tone and attitude throughout the call, Remaining calm and professional, even on difficult calls, Asking customers clear and direct questions that help reps come to an effective solution efficiently, Presenting solutions in a way that will make sense for each individual customer, Using verbiage that's representative of your brand, Staying in control of the conversation and leading the customer towards an effective resolution, Making sure customers don't have any other questions or concerns before hanging up, Thanking the customer at the end of the call, Product Feature and Application Knowledge. It’s also about keeping your language and responses upbeat and promising so customers also remain positive. Establish and maintain the agility of your team by introducing and involving new hires immediately. You need to keep practicing it, over and over again, until it's perfect -- or in my case, until I can find the ball after I hit it. Being a customer service representative is tough work. Let's review some below. Ask routine questions and pay attention to different details during the call, like the rep's tone, the cadence of their voice, how quickly they were able to provide an answer, what type of follow up options they offered, etc. Learning the 'why' behind your actions is a good first step. As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization. Draw on past experiences to set expectations. No matter how well your team works together, it's important to conduct sensitivity training regularly. Other tests include the Myers-Briggs Type Indicator (MBTI) and 16Personalities, and these can all give support reps helpful insights into how they best like to work, how they communicate with others, and possible sources of conflict they might encounter. Execute these customer service and support training ideas, and you’ll find your customers and employees more satisfied overall. Turning happy customers into customers who actively promote your company. Of course, you’re going to hire highly-skilled people, but that doesn’t mean they don’t require training as a new hire and as part of a bigger team with a bigger goal — serving and delighting your customers. For example, in the months leading up to HubSpot’s annual INBOUND event, our customer service teams are sent new training materials. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. 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. And unfortunately, this isn’t a skill that comes naturally to everyone, nor is it something everyone can master in training. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. Your candidates might not have a particular passion for your company just yet, but they should display a passion for working with customers and helping others solve their problems. Instead of commanding, management's role is reframed as supporting.Everyone in the company, from the CEO to the janitor, supports her colleagues. Take team outings (in-person or digitally): Traditional product and skill training can bring your team together at work, but out-of-office activities can also inspire community and friendship that further encourage camaraderie in the office. If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. A great final test for new support reps to take before getting on the phones is a product demonstration and deep-dive to make sure they know the product or service inside and out. Avoid saying no. Stay up to date with the latest marketing, sales, and service tips and news. There are a number of conflict resolution tips that you can teach reps to deploy in certain situations. Ensure your customer service candidates display signs of emotional intelligence before bringing them on board. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. Also, check out this post for 19 more videos. Consumers view customer service as the test of how much a company truly values them. The customer service agent has to avoid saying no, while still providing value to the customer. 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. That’s why we’ve compiled this guide. Use this training template to onboard customer support new hires. Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. Based on their responses, the tr… Have your team work together and encourage veterans on your team to use real situations they’ve dealt with in the past. A great example of clarity in action is Reddit’s Explain Like I’m Five. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. They've seen your product and company grow with its customer base and have been present for all the speedbumps and roadblocks along the way. Tell your team to think about a time they were a customer and might’ve had a frustrating transaction or unsatisfactory experience. One way to do this is with a culture code. How great would that be? When it comes to good customer service, everyone wins: you, your customers, and your employees. They don't want to wait around for some wishy-washy solution that may or may not work. Managers should listen for their ability to succinctly and clearly explain complicated topics -- and to make sure they know how to use and explain every facet of a product, its website or app, and its features. Satisfying an unhappy customer costs a lot more, both in dollars and cents, than satisfying a customer on the first try. Establishing expectations. Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business. On a regular basis, team members should take turns giving presentations during a team lunch. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. 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. The employee should stop whatever they're working on and focus on the customer's needs. To gauge resourcefulness, ask: “Describe a time when you faced a significant obstacle to succeeding with an important work project or activity. HubSpot Academy offers free online customer service training resources and video content your team can watch and learn from at any time. Here are six free customer service tips you can start using today. Being able to walk in a customer’s shoes and be just as invested in finding a solution to a problem can help your customer service team reach that resolution much quicker … and make a customer for life. When you're supplying software to a business, it's not uncommon to receive phone calls from their IT teams asking about these details and it can really make your support team stand out if they can relay this information offhand. Or, if the interaction significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. For more information, check out our privacy policy. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. 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. We’ve gathered some of our favorites below. Below is a short list of some free customer service training courses for your team. What did you do to solve it?”. Like Alison, edX is another digital learning platform offering free courses. Being able to patiently listen, decipher someone else’s problem, and empathize is at the heart of customer service. Here's an example of a well-made, valuable customer service training video. Thankfully, there are plenty of customer service training materials available online. Using games and activities can make customer training much more fun. Its Customer Service Training course is geared towards beginners in the field so it’s a perfect place to start. The other person should practice regaining control of the conversation and respectfully but directly navigating the discussion to the solution or solutions that rep can offer. The Innovative Customer Service Techniques course is created and presented by customer service expert Jeff Toister and is comprised of a short 45-minute video. It’s also the key player in the game of customer retention. It’s also the key player in the game of customer retention. Whether they require materials like a whiteboard or simply involve your team, games are a way to teach valuable skills while encouraging teamwork and collaboration between your employees. One of the most traditional ways to train customer service teams is through a presentation. Here are 21 ideas for leveling up your customer service in 2021: 1. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. Appropriately managing each customer’s crisis and actively working to change their attitude is how you both serve and retain customers in the long run. Not only are these activities fun and casual, but they also create lasting connections that can mitigate otherwise tough days at work. Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. And no matter the size of a team, to deliver a first-rate customer experience, everyone must be on the same page. The same goes for your customer support and service folks. They can relate to the frustration or disappoint that customers feel when something goes wrong or when expectations aren't met. There are a few types of presentations you can use to conduct training. In our customer service training workshops, we use a wide variety of customer service training ideas to help make training, fun, relevant and actionable. For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. These customers don’t simply exist once they make a purchase from you; they’re created when your customer service team treats them well and fights to solve their problems. This exercise can help reps master the soft skills that can dramatically impact a customer service case. Free and premium plans, Customer service software. When attending to customers’ problems, using positive language takes the stress away from the situation. That way, they can use each exercise when it becomes applicable during their workday. Think about it this way — customers want quick and effective solutions to their challenges. Lynda.com is an award-winning online education platform run by LinkedIn. Is that correct? To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Before you can have customers who are raving fans though, you must first have a team that is energized, empowered and aligned with your mission, vision and values. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. 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