Some basic training in customer service will help the employee to understand how to obtain information about the customers’ needs, how to listen and inform the customer they are listening, how to confirm their understanding of what the customer is saying, the importance of positive body language and or tone of voice. It will also help the employee to cut jargon out of their conversations to make sure they can communicate efficiently to the customer and deal with angry or difficult customers.
It is not just the frontline staff who deal with customers on a daily basis that can benefit from customer service training. The company’s top team, i.e. managers, can also benefit from some training. By using focus groups and a number of methods of diagnosis, you can assess how customer orientated your business really is and look at solutions for any improvements that need to be made. By conducting interviews and questionnaires with your customers, training can be given to the managers to ensure customer retention. Training will also benefit the higher executives of an organisation, to look at and then define specific company values to support the need for change and focus on the customer. With these, goals and targets can be drawn up to measure and achieve improvements in your company’s customer service.
Getting help with some specially designed service leadership programmes, you can implement the principle of the service value chain from the Harvard business school which focus on the following principles. Service leadership, employee satisfaction, internal service quality, external service value, customer satisfaction and loyalty, all leading to profit and growth of your business. The best thing about seeking help with customer service training is that it is available for all of your staff, from the frontline to the managers and support staff. The training will be customised and tailored to suit your organisations needs and will show results that you can measure.
Not only can you seek training in customer service for staff who are based in face to face customer service, but also those who correspond and communicate with customers via phone, email and letters. Customer care training for staff in call centres or offices will allow them to realise the ever increasing expectations of customers with regards to service delivery. It is now important for an organisation to deliver a service that exceeds these expectations and so the training will be aimed at enhancing the different communication skills that will improve the staff member’s confidence and effectiveness in responding to customer needs. Telephone customer service training will give the staff the ability to state what is considered good customer service on the phone, recognise the effects of poor customer service on the organisation and the customer, list the separate stages of effective delivery, successfully apply listening, questioning and summarising skills to improve the outcome and call time with customers at the different stages and recognise the difference between assertive, passive and aggressive behaviours and attitudes.
Customer service writing workshops are ideal for any staff who are part of e-services and outbound letter’s departments, giving them the skills required to communicate effectively in writing. Staff will learn skills such as how to utilise plain English when writing in a business context, how to structure emails and letters in the most effective way, how to produce documents that are clear and concise and written to suit the customer. Staff will learn what is meant by effective written communication, how to identify your objectives, how to keep the information short and simple, letter layout and email etiquette, punctuation and grammar and will get opportunity to practise these in workshop sessions.
You can also get training for your staff at an advanced level, allowing your staff to understand customer types and emotional intelligence in customer service. The workshop for understanding customer types will equip your staff with the skills and confidence to successfully understand your own customer types, so that the approach and communication can match with the customers in order to successfully build and maintain a rapport and in turn delivering top end customer service. These training sessions allow staff to recognise and describe different customer types and what they expect in terms of customer service delivery face to face, on the phone and in writing. They will also be able to identify their own type and the impact this has on various types of customer. They will also acquire skills allowing them to change their style and pace to give the customer faith in their abilities and the product.
The advanced workshop for emotional intelligence in customer service allows your staff to build better relationships with team members, colleagues and most importantly the customer. It will allow staff to explore new and effective ways of developing interpersonal relationships with all those people they will encounter during their working day. The workshop will allow the employee to describe and understand the cause and effect of emotions on customer service and to identify how social success influences an individual’s ability to manage their emotional states. The workshop will teach recognition of other people’s emotions, creating strong interpersonal relationships, how to manage their impulses and internal states, how to manage stress and techniques to boost optimism and happiness. They will also learn how to put these skills into practise to achieve specific goals and ultimately deliver great customer service. There are many more work-shops and customer service training for techniques available to all levels of staff within an organisation, creating improved customer service that can be visibly measured.