Tips for implementing customer service training

Every company assumes they have a successful customer service department. But when businesses assume so, they very seldom spend money on improvement. Good customer service requires training and skills development in the workplace. As often as the market changes, so should your approach.

In order to succeed, companies need to spend money and time improving areas which need attention. In today’s digital age, customer service has the power to drive your business to new heights. Or the complete opposite. And the way your employees deal with your customers has a massive impact on your company’s success. If your customers feel satisfied and happy after every interaction, your business will be more profitable in the long run. You will also be able to retain existing customers with a customer-first approach, giving management the opportunity to focus on attracting new customers.

Outsourcing your training is a popular option for many companies because your employees will be trained, motivated and guided by professionals. When employees are trained by people outside of their existing environment, they are more inclined to be inspired and focused. So, if you feel that your customer-facing department is lacking in various areas, working with a professional company to assist you with your training needs will add plenty of value to your business and to your employees’ skillsets.

Upskilling will help your employees to assist with your customers’ ever-changing needs. But before you consider staff training in Cape Town from a reputable training provider, you need to do your own research as a company to ensure your goals are on par with what you hope to achieve from your training.

Here are a few tips to consider before implementing a training programme:

Have a clear understanding of what your customers want

Before you think of training your employees, think about the type of customer experience you are currently offering your customers and how you wish to change it. Of course, depending on the type of business you run, a retail approach will not work for a corporate, business to business company. It needs to be specific to your business and its needs. If you are clueless on how to improve your experience according to what your customers’ expectations are, it would be helpful to send out surveys or questionnaires for your customers to fill in. This will give you a better idea of what your customers think of your business as a whole, your existing customer service and how you could change it.

Get to know your customers and their skills

There are always going to be some employees who work better with customers because they are more outspoken and have better people skills. So, naturally, you will need to assign your verbal support tasks to these individuals, whereas other employees might be good at solving problems or gathering analytical customer feedback. If your employees need to communicate with your customers via writing, on email or on social media, they will need to have professional business writing skills which can be learned from a training provider. It’s important that you categorise your employees into skills groups and have a distinct understanding of each person’s abilities and how they can add value to your business and your customers’ lives. Speak to your employees and allow them to give you their input on specific tasks.

Think about the type of training you want your employees to have

Practical, on-the-job training has proven to be more successful in recent years as it allows employees to become actively involved by showing off their skills and demonstrating what they are or are not capable of. This type of interactive training approach is also more effective when compared to theory learning. With customer service, it’s important for employees to learn how to address certain situations on-the-job. That is the only way they are going to learn from their mistakes. If you put together an idea of the experience you want your employees to portray and your customers to achieve, a training professional will also be able to guide you on the best training programme and approach to suit your business needs.

Measure your employees’ performance

Once you’ve implemented a certain training programme, it would beneficial for you to revert back to it after a certain period of time to see how much has changed. Customer service training is ongoing and your results need to be monitored over time. If something isn't working, adjust your approach. The benefit of working with a professional training company, however, is that they are experienced in various training techniques and tools to assist you in your approach.