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A Guide To Customer Service Training

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A guide on how to train your customer service agents to adapt themselves to the changing times, that enables them to appreciate and be motivated to provide exceptional customer support.

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A Guide To Customer Service Training

  1. 1. Everything you needed to know about customer service training and its benefits. 1 Guide to Customer Service Training
  2. 2. 2 Importance of Customer Service Training Direct Impact on Brand Value Be known for great customer service. Customers will swear by you even during difficult times Chapter 1
  3. 3. 3 Get Repeated Customers The confidence in support leads to less perceived risk and more buying. Importance of Customer Service Training Chapter 1
  4. 4. 4 Price Justification With exceptional customer service you can manipulate your customer into discounting a high price because of his affinity for your support. Importance of Customer Service Training Chapter 1
  5. 5. 5 Free Marketing Every satisfied customer will talk to her friends and peers about her valuable experience – Great word-of-mouth marketing that’s FREE! Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair Importance of Customer Service Training Chapter 1
  6. 6. 6 Employee Satisfaction When your employees know they are delivering a service that your customers love, they are more driven. Importance of Customer Service Training Chapter 1
  7. 7. 7 The Fall 2012 Workforce Moodtracker Report ties organization values to employee performance. Report concludes that frequent timely recognition linked to the company’s core values results in: •Increased productivity •Improved focus on customer service •Enhanced employee engagement First thing: Understand your Core Values Chapter 2
  8. 8. 8 Companies that are known for their customer service like Zappos and Apple have clearly established their core business principles and have put in place a strategy around employee training and onboarding process. Apple, for instance, has a Genius Training Student Workbook that every new employee has to complete before stepping onto the Apple foyer. Zappos has structured its interview process, training and evaluation programs tied around their 10 core business values Importance of Understanding your Core Values Chapter 2
  9. 9. 9 Right people in the right seat Recruitment is a failure when you are looking for a ‘resource’. You need to look for ‘talent’ that exactly fulfills your requirement in every way. Three ways to align Core Values and Customer Service Chapter 3
  10. 10. 10 Customer Centric Core Values Build customer-centric core values and make sure every new employee in your company implements the same in their work. Three ways to align Core Values and Customer Service Chapter 3
  11. 11. 11 Three ways to align Core Values and Customer Service Chapter 3 Expose new hires to nuances of the job Before you throw an employee into the ring, you need to accustom him/her to the nuances of providing support that reflects your values, and how to provide the ‘Wow experience’ to your customer.
  12. 12. 12 Expose • Expose new hires to the functioning of the organization • Be open to queries and ensure their understanding • Simulate situations to evaluate their response to emergencies Onboarding Process for Customer Service Training Chapter 4
  13. 13. 13 Explain • Take them through past customer requests received • Ask them to analyze and respond • Also take them through the right way to respond to such requests Onboarding Process for Customer Service Training Chapter 4
  14. 14. 14 Demonstrate • Give access to live support calls attended by current employees. • Make sure new hires spend a day or two watching demos and get feedback. Onboarding Process for Customer Service Training Chapter 4
  15. 15. 15 Evaluate • Evaluate candidates on their understanding of the process. • Have a detailed interview to measure their understanding. • Suggest areas of improvement and provide constant feedback. Onboarding Process for Customer Service Training Chapter 4
  16. 16. 16 Mentor Assign a mentor for regular touch points on questions and clarifications at least for the first 3 months on their job. Onboarding Process for Customer Service Training Chapter 4
  17. 17. 17 The demonstration of basics of customer service to new hires should include key factors that directly influence great service. A Detailed Development and Training Program Chapter 5
  18. 18. 18 1. Getting priorities right 2. Empower support staff 3. Inculcate leadership 4. Follow organizational processes 5. Monitor activities A Detailed Development and Training Program Chapter 5
  19. 19. 19 1. Getting the priorities right When a support staff has to attend to more than one customer query, it is imperative that they understand which ones to target first. Priority 1: Business Critical - Affects business operations and has to be resolved immediately Priority 2: Degraded Service - Intermittent issues that reduce quality of offering Priority 3: Minor Issues - Queries, sanity fixes and non-detrimental issues A Detailed Development and Training Program Chapter 5
  20. 20. 20 2. Empower support staff For your support staff to drive engagement & solve problems without a delay, they have to primarily understand who the customers are and need authority to make decisions on the fly. This may include 1. Offering discounts or service upgrade 2. Committing dates on critical deliverables 3. Summon team members on the priority of deliverables A Detailed Development and Training Program Chapter 5
  21. 21. 21 3. Inculcate Leadership Your actions are your deeds. Staff should be able to make decisions on the fly, considering various parameters and also be able to back those decisions at tough times. A Detailed Development and Training Program Chapter 5
  22. 22. 22 4. Follow Organization Process The process has to be standard, uniform and thorough so that no customer is ever treated differently. Get approvals when required, follow documentation, demo script, communicate adhering to standard protocol. A Detailed Development and Training Program Chapter 5
  23. 23. 23 5. Monitor activities on daily basis Monitor the performance of the new hires on a daily basis, find areas that need improvement and make sure the same is communicated to the support staff. Also provide them a way to measure their performance constantly. A Detailed Development and Training Program Chapter 5
  24. 24. 24 Appraisal Process to Evaluate Training and Work Chapter 6 The above graph from the Moodtracker survey highlights the need for regular appraisals for support staff.
  25. 25. 25 Great customer support needs exceptional support staff If you are inclined to have a GREAT support team, do not forget these three important factors: 1. Establish customer centric organizational values 2. Set your support training plan based on those values 3. Constantly evaluate and provide constructive feedback Summary

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