The benefit of designing your own is that it can be personalized for your business. However, the tradeoff is that it can take time to create and will constantly need to be tweaked to remain accurate. Adopting a training course is more time-efficient and can be easier to integrate with an existing customer service team.
While it won't be customized for your business's needs, it can be a cost-effective solution for teams looking for fundamental training. At the end of this post, we'll discuss some online training options you can adopt for your company. Learning from training courses is a great first step, but to truly master customer service your trainees need to practice what they've learned.
You can use practice exercises to mimic common problems and put their newfound skills to the test. Just like our HubSpot example above, these exercises will expose agents to real-life situations and prepare them for customer interactions. Before new reps complete training, they should understand daily metrics and why they're being measured. For starters, this lets reps know what's expected of them and what they should be working towards each day.
But, more importantly, explaining why you've chosen these metrics helps trainees understand their value to the organization. If they can see how their performance contributes to the company's success, they'll be more motivated to reach their daily goals.
These steps should help you put together a comprehensive training manual for your customer service team. However, as we mentioned above, it may be easier to adopt existing courses rather than creating your own. In the next section, we cut out the middle man and gathered some courses and exercises your team can use to build out its training manual. There are tons of free training materials that can teach skills to your customer service team. There are blogs, videos, exercises, online courses and much more that you can leverage for your business.
If you're not sure where to start, use the list below as baseline content for your training manual. When you're done, read this list for more customer support resources that are applicable to anyone in their career. Mock calls are an excellent way to practice doing the job before actually starting the job. Mock calls involve a new rep and an experienced rep taking turns pretending to be the rep and the customer to run through common scenarios and situations reps might encounter when they're on the job.
Personality testing can be an effective way to identify new employees' communication, leadership, and conflict management styles to try to get ahead of and manage conflict with customers before it happens.
This is another mutual training exercise where team members role-play being the customer and the customer service rep, and they have to practice addressing issues without being allowed to say no. There are organizations that focuses more on team collaboration and thus presses on the approach of shadowing other team members and pitch practice for training their team member. As Eric Vandenberg from G2 Crowd explains, "What I find most valuable about trainings is listening to how my peers handle objections and navigate conversations.
Whenever a new product is launched, customers are going to have questions about what it is and how to use it. They're going to expect your service team to have mastered all of its features and be able to answer any questions that they might have. In reality, sometimes new products are just as new for the service team as they are for the customer. That's why it's important to expose your team to new features and services by having reps test beta products in their free time.
As someone who works closely with the customer, service reps will be able to provide valuable feedback to product development regarding what the customer will like or dislike about the new product. While these resources can be grouped together to form an effective training manual, there are plenty of free online courses that can do this as well.
These programs feature lessons and exercises that teach trainees about one or a few components of good customer service. Using one or a combination of the online options listed below can save you time from having to manually design your training program. These customer service training videos and courses can teach new hires how to provide exceptional customer service. What Is Customer Service?
You can watch more customer service training videos found in this blog post. Technical Support Fundamentals by Google. Adapt Education Series by HubSpot.
To learn more, try out our other customer service training ideas. Originally published Jul 6, AM, updated December 02 Subscribe to Our Blog Stay up to date with the latest marketing, sales, and service tips and news. This activity requires very minimal call center soft skills training materials. All you need is paper and pencils. If you want to do it in front of all the agents, use large sheets of paper and markers. Sometimes, the best way to show your agents how to give good customer service is to show them how not to do it.
This helps them avoid responses that cause frustration for the customers. Choose an agent to role-play a call, taking the position as an agent. Tell them they are to respond in the worst way to your questions. Then, act out the part of a difficult customer, and let your roleplaying agent say whatever they feel like saying. Respond as a customer would when treated that way. After you complete the call, have a group discussion about what happened.
Ask all the agents to point out the exact mistakes the agent made. Discuss why those responses were unhelpful. Call center training activities that help your agents think about this subject can make them better call center employees. Then, ask them to remember a successful call in which they satisfied their customer.
Have them write a complimentary letter thanking the company for giving them great service. Have each agent read their letter. Point out the things most people are doing well and make suggestions for any improvements needed.
To have a great call center, your agents need to relate to each other. Teamwork is always easier when the agents have things in common. Choose call center training exercises that not only remind agents of their connections but also help them make new connections. Have everyone stand in a circle. Give a ball of yarn to one person.
Ask the person with the yarn to say one thing about themselves. If so, the person with the yarn holds onto the end of the yarn and hands the rest of the ball to the first person they see holding up their hand. Next, that person says something about themselves.
When they hand over the yarn to the next person, they hold on to the string. Keep going until the yarn is tangled in a web in the center of the circle. This activity can be fun for the agents. The yarn web seems to take on a life of its own as agents move in and out of the circle to pass on the yarn ball. They also get to know each other better. Call center agents deal with a variety of people and situations every day.
De-Escalation Conversation The examples below provide a flow of conversation that you can use when the caller is becoming angry, frustrated, or upset.
Transitional Phrases Dead air can be awkward. No problem. Let me get a message started for you. It will just take a moment for me to type this up. How is your day going so far? What Makes a Great Operator? We all want great operators answering our phones. Let me send a message along for you so that we can get you the right information.
When Your Emotions are Escalating Empathy is a key to being a great call center agent. You just need to stay CALM! C : Change your perspective put yourself in their shoes call center A : Adjust your attitude use a softer approach L : Listen to their concerns focus on the issue at hand M : Move towards resolution steer the call in a positive direction. Stay in touch with SAS Connect via our social channels.
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