Training your customer service team on a regular basis is the best way to ensure they keep delivering the quality experience your audience expects.
Sadly, not all businesses actually invest in ongoing learning courses for their staff. A recent survey revealed that a mere 31 percent of America’s workforce receives formal job training, and of those, 43 percent actually feels it’s ineffective.
This is totally unacceptable in the world of customer service. Every company depends on its customers and should never take their satisfaction for granted.
You should create bespoke learning courses to suit your customer service team and provide them with the skills they require to perform at their best in every interaction. But how do you know what type of content said learning courses should contain?
#1. Measure Performance to Identify Flaws
Measuring your customer service team’s performance is one of the most effective and simplest ways to understand what type of content should feature in your learning courses.
Don’t just assume a standard training program will have all the answers your workforce needs to come out on top. It may have some useful information, but it’ll also feature lots of irrelevant advice.
Instead, conduct a quality assurance program to recognize where your agents are strongest and weakest. Review customer interactions and assess performance-related data, based on multiple metrics (such as Customer Satisfaction Score, Net Promoter Score, Average Handling Time etc.).
This information will highlight those areas demanding improvement — perhaps certain agents are taking too long to get through interactions, or others fail to sympathize with customers. Incorporate content into your learning courses that suits each employee, helping them overcome personal obstacles and improve their performance.
#2. Ask Customers about their Experience
What do your customers think about your customer service team? Do they know they’ll receive polite, courteous and efficient support when they reach out to your business? Are they happy to keep buying from you after their most recent experience, or are they actively looking for a competitor offering a higher standard of service?
You need to be able to answer these questions when developing learning courses. And the easiest way to find out is to just ask.
Invite customers to complete brief surveys, either at the end of an interaction or by email (offer an incentive for this, such as a small discount on their next purchase). A Customer Satisfaction or Net Promoter multiple-choice survey is a great option: you’ll see which interactions were unsatisfying and should evaluate them to pinpoint flaws.
Once you know what customers think and expect, build your learning courses with this in mind.
#3. Consider Company Goals and Values
Your business has its own objectives and ethos. Both should be integral elements of your learning course: you need to know what type of experience you want your customer service team to deliver before you can start trying to steer employees in the right direction.
Again, look at your audience and try to understand their perception of your brand. Does it align with your own goals and values? Or is your team’s lack of training and efficiency letting your company down?
It’s not enough to give your customer service team a basic training session once a year or when you hire them. You have to focus on giving them in-depth learning courses that lay a solid foundation upon which they can build, developing their own skills through tailored training materials.
The best Learning Management System (LMS) allows management teams to create a virtual learning space unique to your business. You can assign training to employees based on their performance results, individual needs and other key factors. As they start to work through your learning courses, tracking their progress is quick and simple.
As a result, management, team leaders and admins all have the means to stay up-to-date on how the customer service team’s education is developing. This makes maintaining a standard of service that aligns with your company objectives and values simpler.
#4. Pay Attention to Efficiency and Processes
Your customer service team’s performance isn’t all just about the way they interact with your audience, though — they have to be productive, efficient and show initiative to be the best.
That’s why your learning courses should include materials designed to help them work to a better level in all aspects of their work, rather than just focusing entirely on the customer experience. This can include such areas as prioritizing tasks, handling in-house software for maximum productivity, working with colleagues and more.
You have to take the time to engage with your customer service team and identify which processes may slow them down or prevent them reaching their potential. A clunky system prone to glitches, distracting colleagues or environmental factors (such as being positioned too closely to a heater) can all affect the way in which agents work.
Keep all this in mind when delivering learning courses, and you’ll help employees make the most of their resources, skills and tools.
#5. Monitor Industry Trends Regularly
Trends come and go. Customer service evolves like anything else. The way in which businesses and consumers interact has been altered forever by the proliferation of smartphones, live chat, social media, email etc.
There are more channels through which your team can engage your audience, but that means there are more trends to watch out for too.
These may relate to the way in which customers expect to be treated, the means of contacting them or something else. Regardless, though, actually keeping track of customer-service trends ensures you can prevent your team falling behind. Make sure all learning courses are amended to align with relevant innovations.
Learning courses for your customer service team are fundamental to a successful business, but they demand time and effort to get right.
There’s no point wasting everyone’s precious time by rolling out the same old training programs that haven’t been updated in a decade. Your service agents will only resent it and fail to absorb useful information. Instead, follow the tips explored above to create learning courses tailored to your team’s flaws, needs and goals.
Your customers will enjoy a better experience and, as a result, show more loyalty to your company. What ideas do you have for making learning courses to improve customer service? Share them below!