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Employee Training: The Key to Customer Service

Good customer service is more important than many businesses realize. In fact, 82% of people say they’ve stopped doing business with a company because of poor customer service. What’s worse is that 39% of those lost customers will avoid you for two years or more after that experience. As you can see, customer adoption and retention relies heavily on great customer service.

But there’s a fix. Oftentimes, poor customer service is a direct result of inadequate customer service training. When employees don’t feel valued and knowledgeable about their tasks, they’re less likely to be engaged. Regular training can change that. It’s integral for improving employee satisfaction, saving time and money, reducing employee and customer turnover, and laying out clear company expectations. If you suspect your poor training modules are the reason your employees aren’t enjoying their time with your company, here are a few suggestions for improvement.

Utilize Online Training

Online training is a cost-effective way to give your employees the guidance they need without detracting from team productivity. Oftentimes employees learn and apply things better through a hybrid style of learning: individual employees complete an online course and then teams come together to discuss what they learned.

Likewise, online training makes it easier to learn a variety of skills to improve customer service experience. Employees should be well versed in IT soft skills, customer interactions, leadership trainings, basic computer skills, and more if they want to deliver the best customer experience possible.

Offer Incentives

No company is above offering incentives to its employees. Whether you need them to complete their online training by a certain point or you need to incentivize a certain behavior among your employees, offering special benefits such as a gift card, paid day off, employee of the month award, or prime parking may inspire the majority of your employees to excel at their jobs and ramp up their customer service performance.

Promote Healthy Competition

If your company is split into separate divisions, a little healthy competition might do the trick. Say one division is in charge of making phone calls to South and Central America, while the other is focused on North America. Offer a prize, such as a free lunch, for the department that can land the most customers within a certain time frame.

Keep In-House Trainings Short and Sweet

For your in-house trainings, try to condense your content as much as possible. The average attention span of employees is limited to blocks of 7-10 minutes. This means that the majority of employees will only be paying attention to one topic for just a few minutes at a time. If you change up the topic or change the visuals at the end of that time period, it increases the chances that each employee will pay attention throughout the meeting.

Condensing content and using visual interest during your meetings will not only help to shorten the time away from regular office tasks, but it’ll also create a more productive training for those involved.

Center Trainings Around Employees

Make training revolve around employees rather than around the leadership of the company. Ensure that each sector of the training is tailored to show the value of individual departments as well as to define the roles, responsibilities, and goals that management has for those organizations. Tailoring the learning environment to match employee needs will cultivate a culture of curiosity and efficiency that can translate positively into your customer service efforts.  

As you plan trainings, it’s important to rely on your internal departments for help as well as to utilize external resources. Productivity and efficiency will skyrocket as your employees learn that they are an important part of your company, and they’ll be more interested in helping the company bring customers into the fold.

 

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