Customer service training has a considerable position in the learning and development space. According to Salesforce, 80% of clients say that customer experience is equally important as a company’s products or services. Also, 57% of clients stopped buying from a company because a competitor offered a better experience.
If you are an organization, your employees must be trained to make every customer interaction an excellent one. This will boost customer retention rate and ensure the acquisition of new clients. eLearning plays a significant role in achieving this goal. Read on to explore a few essential guidelines to create useful customer service training courses that will not only be efficient, but also an excellent tool that guarantees customer satisfaction. However, before that, let’s understand what a customer service training course is.
Customer Service Training Course
Customer service training courses or customer service training programs include a stepwise approach for educating employees on the skills and knowledge required to boost their performance related to onboarding courses, product knowledge courses, customer interaction courses, and market-specific communication style and language policy courses.
Although these are quite petty issues associated with customer service, you can always create other customer service courses that fulfills the needs of your company. For your employees using a CRM, you can add a training module which explains everything on how a CRM system works. Similarly, you can include a course on telephonic etiquettes for employees working at a call centre.
Ensure All Your Prep Work Is Done Correctly
A solid framework is the base of an excellent eLearning course. You must do significant work before designing it. To start with, know what the purpose of your course is. Think about the skills and knowledge required for your customer service representatives to justify the training.
Once you make a clear view of the above, you can start developing the course outline. Here, you need to decide on the modules to be included in the course and define the learning objectives to be delivered through practical tasks. Following that, you can now start developing the course.
Ensure Real Life Connection With Your Training
Although corporate training is vital for businesses and their employees; however, according to Spherion, a staffing company, almost half of employees have a feeling that their current internal training is irrelevant to their daily job responsibilities.
To eliminate this concern, you should create every piece of eLearning course with relevance to the job responsibilities, while resonating your employee needs. Your employees, after finishing the course, should be able to consider its relevance to their routine work.
It is also crucial for your customer service employee to undergo some behavioural training practice. For instance, you can train your employees to enhance their conflict resolution skills so that they can deal with difficult/irate customers in real-life situations. You can also ask one of your employees to act as a customer and depict one of the instances your employee has encountered in the course. Such practices might be fun. However, this may require you to put a great deal of effort to work on every skill with each of the employees. Here, conversation simulations can effectively help you in achieving the desired results.
Various eLearning authoring tools are available through which you can create realistic conversation simulations and make your employees practice communication skills. You can also create dialogue scenes that consist of a question and multiple replies.
With this, we hope you have received some insights into creating a customer service training course. After doing all the prep work correctly and connecting your training to real-life through conversational simulations, you can use an appropriate eLearning authoring tool for creating various learning activities that develop practical customer service skills.