With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. Social media will always be a factor that your team will have to deal with no matter which industry you're providing customer service in. With over 4,000 likes, the value of this video speaks for itself. Here's an example of a well-made, valuable customer service training video. There are some, and train them in the skills they need to be pro. Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business. Make the first day or two all about getting to know each other and learning how to work together. It is cheaper and faster to do the job right the first time. Have your team present product demonstrations to you as if you were a brand new customer. 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. Before you can have customers who are raving fans though, you must first have a team that is energized, empowered and aligned with your mission, vision and values. 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. This motivation will not only change how much work is done but will also influence how they work with and satisfy customers. And no matter the size of a team, to deliver a first-rate customer experience, everyone must be on the same page. Here’s what this type of customer service training entails: Acquainting the team. Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to -- but instead, have to figure out a solution-oriented response. In our customer service training workshops, we use a wide variety of customer service training ideas to help make training, fun, relevant and actionable. 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. 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. That means roughly three out of every four customers view their interactions with customer service as more important than marketing or sales — that’s why customer service is such an important engine for growth. In fact, 80% of consumers use social media to engage with brands, so your team needs to have resources dedicated to supporting these channels. That's because they're working on the front lines with customers, acting as the face of your business. 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. 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. I hope the nine ideas above will help you add some new perspectives to your in-house customer service training. 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. Premium plans, Connect your favorite apps to HubSpot. Customer Service Training. One of the most traditional ways to train customer service teams is through a presentation. For example, instead of saying, “I’m afraid that…”, encourage your customer service team to start sentences with, “I’d love to help…”. See all integrations. 30 Customer Service Tips Backed by World-Class Support Teams: Is that correct? 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. The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. 6 Fun and Powerful Training Games for Customer Service Teams What makes a good customer service representative? What I'm hearing is that you were mistakenly billed twice in one month, and that you're looking for a refund. Establishing expectations. Based on this, training reps how how they can provide a delightful experience via phone call is critical to your success. 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. Remember the importance of maintaining the relationship. 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. Draw on past experiences to set expectations. Here are a few ways to train your team to cultivate community and take care of themselves: Inspire healthy competition: Customer service training isn’t just about teaching your team how to do their job; it’s also about encouraging them to reach their full potential. Customer Service Training Game 1: Don’t tell me, let me guess. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. One way to do this is with a culture code. Foster a Customer-Centric Culture. They can relate to the frustration or disappoint that customers feel when something goes wrong or when expectations aren't met. No matter how hard you try, sometimes you might get the blame for a problem or outage that's completely out of your control. Well, you should always hire the best fit for each role, customer service included. Positivity isn’t just about smiling. If so, they could use a training course dedicated to teaching them how to use social media. As with any new role, the first month or two of training can dictate an employee’s long-term success. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {}); Originally published Jul 22, 2020 7:17:00 PM, updated July 28 2020, 20 Ideas, Exercises, & Activities for Customer Service Training, The Ultimate Guide to Training for Customer Service & Support, 5 Software and Tech Tools That Can Help You Train Service Reps, 9 Soft Skills You Need to Master as a Customer Service Rep. Use free templates to help you engage and delight your customers. And when customer service is executed well, it can resonate with customers for years to come. Customer service training is the coaching that employees receive with the goal of improving support and satisfaction among customers. Take your product apart in front of your employees and show them step-by-step how your product is put together. Successful companies don't wait for a problem to happen, they anticipate it and prepare their customer service teams accordingly. Once your staff have reviewed your competitors, get them to share their experience with the rest of the team. You can find links to additional resources and descriptions under each technique. To help your customer service team practice this principle, divide them into groups to come up with different ways to say “no” without actually using the word “no.” When done, ask the teams to come back together to comp… We were hired because we know how to write, but when we started, we weren’t simply handed a laptop and told, “Now, go type a bunch of stuff.” No, we were trained on how to write per HubSpot’s style guide, how to represent the company and brand online, and how to ensure all of our pieces meet quality standards. While training for customer service is the main topic here, I’m going to take a slight detour and discuss hiring for customer service, too. It’s also the key player in the game of customer retention. Fun fact: HubSpot’s own customer support teams use a leaderboard and have found it motivates and inspires performance. This is an important customer service skill because the customer will be more receptive if they feel understood by you. Premium plans, Connect your favorite apps to HubSpot. Sure, but this hardly creates an environment of going above and beyond for the customer (not to mention each employee’s potential). Customer service reps need to be both assertive and direct. Regardless of how talented your new employees are, you should still conduct training that aligns everyone on how to work together and best represent your company. This will help reps maintain clear communication. Use that feedback to measure the success of the team. Lynda.com is an award-winning online education platform run by LinkedIn. These four reasons are why right now is the perfect time to revisit your customer service strategy. Consumers view customer service as the test of how much a company truly values them. When it comes to good customer service, everyone wins: you, your customers, and your employees. Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. Clarity in communication can improve customer service interactions tenfold — it’s the difference between sending 10 emails or one when explaining a product. Being able to patiently listen, decipher someone else’s problem, and empathize is at the heart of customer service. Miguel: Hi Sarah. 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. Chinese Whispers is a fun and simple game that can demonstrate what happens when you try to rush or don’t communicate effectively. Leveraging employee advocacy is like killing two birds with one stone. Free and premium plans, Content management system software. Granted, the customer is not right 100% of the time; however, it behooves your company to make sure that your customers are almost always right or that they walk away feeling that they are. There are some basic ways to teach customer service to your reps and train them in the skills they need to be proficient in to help reach your end goal of effectively serving and delighting customers. Your employees can access the course through a seven-day free trial or join Lynda’s paid membership. That way, communication will be smoother on social channels and will create more delightful customer experiences. (We do it here at HubSpot.) Let's review some below. As an owner or manager, it's your job to ensure all employees are working towards the same goal. This exercise lets reps reflect on all of the good things they've done for your customers. If your candidates can’t clearly answer an interview answer, how do you think they’d communicate with your customers (who most likely have much higher expectations than you)? Ice breakers are an important part of customer service training. 3. From these insights, you can identify the best practice ideas that you want to adopt within your own organisation. Learning the 'why' behind your actions is a good first step. Not to mention, reps are bound to encounter angry frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps. Being a customer service representative is tough work. To gauge resourcefulness, ask: “Describe a time when you faced a significant obstacle to succeeding with an important work project or activity. The topic doesn't matter -- it can be work-related, or it can be a presentation about their recent vacation photos, or an organization they volunteer with. Would you like help setting that up?". A rare combination, indeed. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. There’s no better teacher than experience. Training Call Center Agents to Match Customer Expectations. 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. Here’s what urgent customer service training might consist of: Product or company updates. Here are just some of the most common training methods: In-person seminars and courses Challenge them to explain the product (or a portion of your product) in five minutes. 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. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. Establish and maintain the agility of your team by introducing and involving new hires immediately. 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. No matter how well your team works together, it's important to conduct sensitivity training regularly. Stay up to date with the latest marketing, sales, and service tips and news. Customer experience simulation is essentially the reverse of role playing. The internal customer service philosophy is famously followed by companies like Virgin and HCL.By putting employees first, everything else falls into place. 2 CUSTOMER SERVICE TRAINING 101 They've seen your product and company grow with its customer base and have been present for all the speedbumps and roadblocks along the way. 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. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. In fact, we found that growing companies are nearly twice as likely as stagnating companies to prioritize customer service training as "very important.". You can separate these skills into different categories — which we'll review momentarily — so you’re able to easily focus on teaching and building them with your reps. To be effective in customer service, reps should look inward and focus on personal skills that are critical to fostering positive and trustworthy relationships with customers. In pairs, teams should take turns playing the role of a customer who makes big requests. Perhaps there’s a product recall, a major rebranding, or a national advertising campaign. Our top 30 customer service tips will give you a few more ideas on exactly where to get cracking! Happy customers come from excellent service and are your best advocates – even better than your most talented marketers. A great example of clarity in action is Reddit’s Explain Like I’m Five. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. If these options aren't best for you, check out more presentation styles here. Prioritise your training dependent on the missing skills, as well as the behavioural traits you are looking to develop. That’s why customer service training is so important. Once a consumer becomes a customer and pays for your product or service, the hard work is done, right? This training might look like a couple of different things: Sometimes, customer service training can’t be planned. Think about it. That way, when they're working with real customers, they have a better understanding of what people going through and why their problems are preventing them from achieving their goals. They don't want to wait around for some wishy-washy solution that may or may not work. 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. 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. If this is the case for your business, you should try the exercises below for improving customer service skills. 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. We share everything from customer service training activities to ideas for fun coaching games, as we help to freshen up your contact centre coaching programme. You could train your employees to get that done and leave them alone. Maintenance anchors are actions that can be taken to maintain a positive attitude. We’ve gathered some of our favorites below. With your customer service team on the front lines of customer service and retention, they need to be properly trained and equipped to handle any challenge that comes their way. For the purpose of this article, I’m going to refer to customer service when discussing service and support training. These are things that reps use during a call to keep them motivated and optimistic. But by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility. After all, customers who are reaching our to your service and support reps are doing so because they're trying to find a solution to a challenge or roadblock. Give Your Full Attention. Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Corporate culture training doesn't have to be extensive, but it should be consistent. Feedback is the breakfast of champions -- and of support, reps too. 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. Changing responses to align with a customers' frustrations and needs tells a customer, “We’re on your side, too.”. Repair anchors are things that can be done to fix negative attitudes. Let’s dive into training for customer support and service. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. 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. This activity may be the first in your series of customer training exercises. 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. We would love to hear your customer service training ideas! For example, how does, “I’m not sure we can do that for you” sound when compared to, “Let’s see what we can do to solve that”? Marketing automation software. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. Treehouse is another online course library, but the program requires a paid membership. The key to customer advocacy is aligning your goals and needs with the customer and essentially “joining their team” as you work towards a solution. Customer service teams are often very busy, and you may not have time to host a formal training. Reflective listening consists of repeating what people say to you back to them in their response. Most likely the latter. We're committed to your privacy. Don't point fingers or place the blame on anyone. HubSpot uses Treehouse for our own customer support and service training. It also helps customers to feel heard if they're dealing with a frustrating or time-sensitive issue with your product or service. When attending to customers’ problems, using positive language takes the stress away from the situation. 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). Below are some customer service training ideas you can use on your team to build a strong educational foundation -- no matter what industry you work in. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation and calm -- even in the middle of a busy workday. Or, if the interaction significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. 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. Improve how you measure customer service. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. Empathy is crucial to not only serving customers but genuinely wanting them to be happy and successful. You may unsubscribe from these communications at any time. Visuals like PowerPoints and graphics are a great way to hook in a larger audience. It’s also the key player in the game of customer retention. This exercise can help reps master the soft skills that can dramatically impact a customer service case. Better yet, this customer might 1) be satisfied with their interaction with your company and customer service team and 2) go on to promote your business as one with great products and service. Effective training will help unleash your organization’s exceptional customer service potential. 1. And unfortunately, this isn’t a skill that comes naturally to everyone, nor is it something everyone can master in training. 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. If a customer has a pressing question about your product and reaches out to your customer service team, what do you think would make them happy and willing to stick around? Customers with questions expect respect and cooperation . If they don't buy into your company's culture, your customers certainly won't either. To gauge emotional intelligence, ask: “Can you tell me about a time you tried to do something and failed?”. Sometimes, working on the front lines of customer support can be really stressful. 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. 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. These are letters written from the perspective of the customer that are addressed to the customer service employee. Today, 48% of customers want to communicate with companies via phone call for customer service. Free and premium plans, Content management system software. Top-notch customer service skills will be invaluable to customer support managers. Remarkable customer service is a competitive advantage. This resource lists all of the company's values and what it expects from its employees. For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created. Role-playing happens when two or more people act out roles in a particular scenario. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. Instead of commanding, management's role is reframed as supporting.Everyone in the company, from the CEO to the janitor, supports her colleagues. Let’s see what you can use in your training. It’s also about keeping your language and responses upbeat and promising so customers also remain positive. For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. Team members should be paired up and given real scenarios that customer support reps have to tackle every day -- easy ones, and difficult ones, too. Role playing lets reps work on both communication skills and their troubleshooting process. Whether with someone at a community event, an Uber driver, or a stranger at a conference, a conversation outside their comfort zones can help diversify the way they think. Attitude anchors is an activity that helps reps manage their emotions. 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. That way, they can use each exercise when it becomes applicable during their workday. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising. A generic email response, or a well-researched answer sent from a service representative dedicated to their success? They partner with universities around the world, such as Berkeley, Harvard, and University of Kyoto — the school by which the Culture of Services: New Perspective on Customer Relations course is presented. As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization. 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. They’ll study the, “... nuanced and paradoxical nature” of customer service and learn how to approach it from a cultural and social perspective. Brownlee is an expert in the customer service field and advocates for creating relationships of trust and loyalty with customers, promoting customer care versus simple service. If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. 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