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Ongoing customer service training is essential because customer needs are constantly changing.
Customer satisfaction scores and sentiment will soar with a little bit of customer service training and product knowledge training for employees.
Not only do new employees need customer services training and product knowledge, but long-time employees also need access to continued training to keep up with customer needs.
To provide exceptional customer service, employees must have access to customer service training that will help them stand above competitors.
Take your business to the next level and ensure it thrives and not just survives by investing in better customer service training for your employees.
According to a survey, 86 percent of customers are willing to pay more for a product or service if it comes with a better customer experience. This same survey predicts that by 2020, the customer experience will be more important for choosing a product than price or the product itself.
The customer experience is based on their perception of how they are being treated by the company. A positive experience will lead them to continue doing business and recommending the company to their family and friends. The goal of the business is to create that positive experience from the first interaction. To provide exceptional customer service, employees must have access to customer service training that will help them stand above competitors.
You may realize that new employees need training for customer support, but what you may not understand is that current and long-term employees have a need for this kind of training as well. Customer service has changed over the years, especially as competition has gone from just the businesses down the street to companies in another state or country. Growth of social media has also impacted customer service as disgruntled customers can take their complaints to the internet where everyone sees the problem and the company’s response (or lack of one).
One of the features of the modern customer experience is making the customer feel special. Your business is unique and must position itself that way by creating a distinct experience for the customer. It won’t look the same as what works for the competition. To choose from the customer service training programs available, you must know what you want to achieve and how you want the customer to feel.
You also want the program to be flexible for your business. With busy employees who don’t have a lot of free time, online customer service training programs have gained popularity. However, there should still be a measure of accountability in the training program to ensure staff members are actually reading the information and comprehending it. You may want to include testing or have a supervisor sign off on completion of the program.
Part of the flexibility is in finding customer service training programs that will grow with your business. Customer service is an ever-changing field, and what is true today may not be accurate tomorrow. You don’t want to create new customer service skills training every year. Instead, your current program should be adaptable as trends change and as your business grows.
You don’t want to recreate the wheel every time you hire new staff or make changes in your business. A learning management system will enable you to develop online customer service training that is usable by everyone in the company. Through an LMS, you can add as much training and include as many different programs as you want, giving access to the employees who will benefit from the courses. You can even incorporate offline training such as seminars and classes.
With the utilization of an LMS, you can track the customer service skills training completed by each employee. You can incorporate new customer service training ideas without rewriting the entire program. The system will allow you to assign training as well as testing on it and ensuring your staff members are learning your program.
When all of your training is funneled through the LMS, it’s easier to keep track of. You can add new training as you see need. For instance, you may discover that your staff would do better in their jobs with more product knowledge training. Perhaps they can’t answer customers questions to their satisfaction. You can set up product knowledge training activities which will help sales staff be better able to answer questions they get from customers.
InfoPro Learning works with your organization to ensure your customer support and sales staff create a positive customer experience. We help you equip them from day one with new-hire training that gives them the confidence to do the job to the best of their ability. With our system, you can also equip your seasoned sales staff to convert more potential customers because they know what people are looking for today. With product training and courses on sales, you will see the numbers improve with everyone’s sales efforts because they will learn what works. You will find it’s easier to keep customers and earn their loyalty when you teach staff what to say and do, how to say it and how to personalize the experience and create a positive atmosphere even when problems arise.
Take your business to the next level and ensure it thrives and not just survives by investing in better customer service training for your employees.
