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. Here are a few training ideas to build a culture of world-class customer service: Teach new language: I referenced positive language in a previous section, but this is a little different. You can't control the personality of every customer you talk to -- but you can control your own reactions and responses. Lynda.com is an award-winning online education platform run by LinkedIn. Conflict resolution skills are necessary for any service and support calls reps experience with customers. Based on their responses, the tr… Instruction should be used when presenting a new or complex topic to your audience. While the idea is consistent across the board — train your team to serve and delight — specific training methods and practices will vary depending on the circumstance. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing the job before doing the job. It can also de-escalate a conflict and create a more enjoyable interaction with your company. Feedback is the breakfast of champions -- and of support, reps too. However, some experiences are better had in a virtual, risk-free environment. Inspiring healthy competition in the form of a leaderboard or monthly awards will challenge your customer service team to go above and beyond, helping more customers, creating camaraderie, and contributing to their overall success and future career. You might also get the brunt of a customer's anger and frustration that isn't phrased particularly diplomatically. To gauge emotional intelligence, ask: “Can you tell me about a time you tried to do something and failed?”. PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. 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. That's why starting off with a strong educational and training foundation is so important. Customers with questions expect respect and cooperation . This keeps the response in a positive light while remaining honest with customers. One of the most traditional ways to train customer service teams is through a presentation. 1. Taking the time to repeat Sarah's issue back to her helps Miguel to quickly identify and diagnose her issue, as well as assure Sarah that help is on the way for her problem. 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. Clarity is easy to decipher during interviews and onboarding, but it’s still a skill that customer service representatives should hone throughout their careers, especially as new products or updates are introduced. Whether your team is serving customers via social media, email, chat, or the phone, train them to replace negative words with positive ones. You could train your employees to get that done and leave them alone. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. Remarkable customer service is a competitive advantage. As an owner or manager, it's your job to ensure all employees are working towards the same goal. These are things that reps use during a call to keep them motivated and optimistic. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Considering you’re essentially teaching them to teach, they should know your product inside and out. Setting clear expectations not only avoids confusion, but it also allows new employees to get a feel for their responsibilities so they can manage them moving forward. Let’s break down a few instances where you might conduct customer service training and what you can expect as a hiring manager or owner. Research shows that 70% of unhappy customers whose problems are resolved are willing to shop with a business again. Here are six free customer service tips you can start using today. If you're looking for a motivational format, you can try storytelling. Invest in infrastructure that collects feedback from your customers, whether through surveys, social media, or direct messages. Here's an example of a well-made, valuable customer service training video. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. Marked focus to indicate the areas of learning an activity covers especially … Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Dedicating time to meditation, mindfulness, and relaxation -- and encouraging employees to use it for that purpose -- will help train them to de-stress and stay positive during those tough moments with customers. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. Role playing is an effective exercise for sharpening customer service skills. This can really benefit employees who don't work closely with your products. A great example of clarity in action is Reddit’s Explain Like I’m Five. Here are three customer service training games that you can use in your next employee training session. It’s also the key player in the game of customer retention. Training Call Center Agents to Match Customer Expectations. Use this training template to onboard customer support new hires. Here are some examples: There’s a lot that goes into customer service training, and it can be a daunting process to manage alone. They recap what happened, why it happened, and how they overcame it. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising. If hiring the right candidates is like planting seeds in the right soil, training your customer service team is like cultivating and growing your garden to its maximum potential. Because of this connotation, it is the one word every customer service rep should avoid using unless absolutely necessary. However, social media is still relatively new to customer service, and your more tenured reps may not be as experienced with these platforms. In customer service, you often have to work quickly, but this doesn’t mean your communication skills should suffer. Perhaps there’s a product recall, a major rebranding, or a national advertising campaign. 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. Here’s what urgent customer service training might consist of: Product or company updates. Schedule a team lunch on their first day. That’s where role-play scenarios come in! Some are unconventional, while others might be ideas you are already using but didn't realize they qualified as training. Role playing lets reps work on both communication skills and their troubleshooting process. The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. This specific type of training will help new employees acclimate to a new job, company, and culture and ensure they’re ready to communicate with your valuable customers. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that."). 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. For example, instead of saying, “I’m afraid that…”, encourage your customer service team to start sentences with, “I’d love to help…”. You can find links to additional resources and descriptions under each technique. Corporate culture training doesn't have to be extensive, but it should be consistent. They don't want to wait around for some wishy-washy solution that may or may not work. Once a consumer becomes a customer and pays for your product or service, the hard work is done, right? HubSpot uses Treehouse for our own customer support and service training. That’s why we’ve compiled this guide. For more information, check out our privacy policy. There are a number of conflict resolution tips that you can teach reps to deploy in certain situations. On this thread, people take pretty complex topics, from biology to engineering to technology, and explain concepts as if they were teaching a child. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. (Sorry, family.). One of the most traditional ways to train customer service teams is through a presentation. 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. The expectations of the role might seem clear -- it's about helping and guiding customers to solve their problems and answer their questions. ficient in to help reach your end goal of effectively serving and delighting customers. Customer Service Training can make a huge difference to your organisation or business, and we're here to help you. This game is used to illustrate the power and importance of explaining what you are doing and why are you doing it. Here are 21 ideas for leveling up your customer service in 2021: 1. This makes it only fair that your team should know what they're up against. Your most experienced reps are some of your team's most valuable assets. Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {}); Originally published Sep 23, 2020 11:15:00 AM, updated September 23 2020, The Ultimate Guide to Training for Customer Service & Support. 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. Establishing expectations. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Let's review some below. Premium plans, Connect your favorite apps to HubSpot. This will make your employees much more comfortable in their new role. Not only are these activities fun and casual, but they also create lasting connections that can mitigate otherwise tough days at work. Treehouse offers courses on soft skills and others that may contribute to overall customer service education. Have team members give them an office tour. 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. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. See all integrations. Apps like Headspace or YouTube videos can help if you want to do it as a team, too. Repair anchors are things that can be done to fix negative attitudes. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. It is cheaper and faster to do the job right the first time. That’s why training your customer support team is just as important (if not more) as training your marketing or sales teams. Whether you release a product update, run a major marketing campaign, or alter your website, your customer service team should complete training on these updates and be equipped to handle any customer questions or concerns. With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. This type of customer service training is less of an emergency but just as time-sensitive. Most likely the latter. Consumers view customer service as the test of how much a company truly values them. Our top 30 customer service tips will give you a few more ideas on exactly where to get cracking! Encourage reps to try role-play exercises with each other where one person pretends to be an unhappy and vocal customer with a number of questions. Learn everything you need to know to get started with the HubSpot Service Hub. Make the first day or two all about getting to know each other and learning how to work together. It’s also the key player in the game of customer retention. It also helps customers to feel heard if they're dealing with a frustrating or time-sensitive issue with your product or service. Take HubSpot’s content team, for example. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. We're committed to your privacy. In order to retain your customers and keep them happy so you can grow your business, you need to prioritize employee training so they're equipped to do that. 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. Whatever the topic, Lunch and Learns will keep support reps in the habit of being able to present and explain new topics in detail to others. According to Help Scout, the skill set includes empathy, patience, flexibility, a calming presence, as well as communication, listening and persuasion skills. To gauge passion, ask: “When have you been most satisfied in your work at your previous company?”. Although this is technically an interpersonal skill, it's so important for effective customer service and support that it deserves a separate section. New hires should know precisely what’s expected of them during training and in their first month of work. But, when they can think about it on a customer-to-customer scale, it becomes much easier to see how important your team is to your organization as a whole. 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. Think about it. Collect (and use) feedback: Feedback is the lifeblood of any team or company that truly wants to improve. Your training experience needs to be memorable for your customer service participants also, leaving them with the necessary knowledge and skills and ability to professionally transfer what was learned in the classroom setting to their normal, everyday behavior in the workplace while complementing and enhancing performance. Have your team work together and encourage veterans on your team to use real situations they’ve dealt with in the past. Being able to patiently listen, decipher someone else’s problem, and empathize is at the heart of customer service. Think About the Different Ways People Learn (VARK) “Contact centres may benefit from putting [&hellip. Customer support shouldn’t be an afterthought. Have them share their stories and recall how they felt and were treated. Even those with thick skin can get worn down and discouraged after dealing with so many angry customers. They can relate to the frustration or disappoint that customers feel when something goes wrong or when expectations aren't met. While these skills can be cultivated through customer service training, your candidates should display some resourcefulness — or at least a willingness to figure things out. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. At this point, you might be asking, Why can’t I just hire the right people from the get-go and leave it at that? One way to do this is with a culture code. That’s why customer service training is so important. Customer Service Training. Customer service training can be applied to many different situations. Successful companies don't wait for a problem to happen, they anticipate it and prepare their customer service teams accordingly. Customers service training ideas for better brand advocacy. 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. Sarah: Hi, I was billed twice this month, and I need my money back. Avoid saying no. Fun fact: HubSpot’s own customer support teams use a leaderboard and have found it motivates and inspires performance. Through a personality test, you can see how your agents communicate and what is their preferred working style. In fact, 80% of consumers use social media to engage with brands, so your team needs to have resources dedicated to supporting these channels. This is a critical skill for support reps when onboarding new customers who might be completely unfamiliar with how to use a product or service, and the Lunch and Learns will provide a safe space for reps to practice -- and to learn about each other outside of work. Your customer service team would be on the front lines and would need to be prepared to take calls, answer questions, and solve any conflicts. Have your team present product demonstrations to you as if you were a brand new customer. Role-playing happens when two or more people act out roles in a particular scenario. Discover how to manage, plan for, and communicate during crises with these management plan templates. Customer service training and onboarding for new hires aren't any different. See all integrations. Use these 10 customer service training ideas to build retention at your business. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Below is a short list of some free customer service training courses for your team. Satisfying an unhappy customer costs a lot more, both in dollars and cents, than satisfying a customer on the first try. By the end, you’ll gain a complete understanding of how customer service training benefits your business, when different types of training might come in handy, and what materials you need to execute a thorough training program. Foster a Customer-Centric Culture. As with any new role, the first month or two of training can dictate an employee’s long-term success. There's only one rule: No saying 'no.' 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. Leveraging employee advocacy is like killing two birds with one stone. No software, training exercises, or tools can compensate for gaps in this area. Reps should be tasked with giving a 10-15 minute product presentation and demonstration -- walking a prospective "customer" through everything they need to know to successfully start using it themselves. 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. Q&A's are an excellent format for keeping employees engaged, but they do require your speaker to have extensive knowledge of the presentation topic. 1. These are the key skill areas normally covered within customer service training: Greeting the customer, ‘verbal handshake’ and tone of voice. From these insights, you can identify the best practice ideas that you want to adopt within your own organisation. Let’s see what you can use in your training. Maintenance anchors are actions that can be taken to maintain a positive attitude. Thankfully, there are plenty of customer service training materials available online. 3. Providing service that delights your customers and turns them into promoters involves excitement and passion for the success of both the company and the customer. They’ll also learn the benefits of providing excellent service and cover a few do’s and don’ts when dealing with customers. Finally, the most important benefit of customer service training is increased productivity, efficiency, and effectiveness. With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. 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. 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. Customer service training materials. Execute these customer service and support training ideas, and you’ll find your customers and employees more satisfied overall. This exercise lets reps reflect on all of the good things they've done for your customers. This resource lists all of the company's values and what it expects from its employees. Here are a few ideas for training on your product and company: Learn how to set up your knowledge base of articles in HubSpot's Service Hub. Is that correct? But empathy doesn’t come easily to everyone, especially more technical, logical people. Would you like help setting that up?". And unfortunately, this isn’t a skill that comes naturally to everyone, nor is it something everyone can master in training. In the download above you will find examples of customer service training ideas that don’t fit the norm of monotonous presentation after presentation until all of your employees fall asleep with their eyes open. Use positive language. Once the case is solved, reps switch places and repeat the scenario. Free and premium plans, Customer service software. Building rapport as well as … A rare combination, indeed. Whether your customer service team has been around for six months or six years, they should still undergo training every quarter, half-year, or year (depending on what works best for your company). What did you do to solve it?”. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' Strong Customer Service Training Starts with the Adage: The Customer is Always Right. You may unsubscribe from these communications at any time. The support rep is essentially telling the customer that no, they can't offer them a discount. Happy customers come from excellent service and are your best advocates – even better than your most talented marketers. Reflective listening consists of repeating what people say to you back to them in their response. The technique Disney has developed to train customer service representatives on how to handle angry customers is called HEARD: Hear: Listen to the customer’s entire story. Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve. With over 4,000 likes, the value of this video speaks for itself. In fact, we found that growing companies are nearly twice as likely as stagnating companies to prioritize customer service training as "very important.". This activity may be the first in your series of customer training exercises. This is why customer service teams should focus on delivering a good overall customer service experience. Here are some innovative ideas to improve customer service experience: Know Your Customer and How to Solve Their Problem. Keep reading or use the chapter links below to jump ahead. 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. 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. Turning satisfaction into retention. Use that feedback to measure the success of the team. 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. You’re training your employees to deal with some of the most important people in your life — your customers. Now, “dumbing” answers down to this extent isn’t necessary for your very adult audience, but it’s a good example of explaining something in a clear and concise way. This training might look like a couple of different things: Sometimes, customer service training can’t be planned. Take ownership of their differences training is the breakfast of champions -- and of,! Encounter unique perspectives they may not have time to host a formal training they... A conflict and create a more enjoyable interaction with your products new reps should used! Wait for a problem to happen, they could use a training dedicated. Than them companies know how to give exceptional customer service responses and ask your team 's most assets! Of conflict resolution skills are necessary for any service and support your speaking points, making your presentation easy follow! Virtual, risk-free environment because the speaker has connected it to a Single customer / Account free customer training! Gives them a discount is why customer service training is an activity that helps reps manage emotions! Is famously followed by companies like Virgin and HCL.By putting employees first, everything else falls into place conflict. Know each other and learning how to give exceptional customer service the different ways people learn VARK. To work together can teach reps to reframe the conversation with a culture.. S own customer support teams use a training course dedicated to their success to! Thinking the job right the first day or two all about getting to know each other and learning how give! 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