Training Your Employees is Key to Customer Satisfaction
You put everything into your business in hopes that it will thrive — not just survive. But, what if your operation isn’t growing? I might not be a problem with your product or service you provide, but the quality of the interactions your customers experience.
Whether you own a mom and pop retail shop or a franchise, service matters! Customer service training is also important across industries.
First Impressions Last Forever
Imagine you own a roofing company. You offer a variety of materials and types of roofs and your pricing is competitive, but something is missing. When a customer calls your office and has questions, do they get the answers they need? Are problems and concerns resolved? If you can’t honestly answer these questions, it might be time to transfer some of your focus from sales to customer satisfaction.
Dismissing a customer’s concerns or questions can actually lead to a reduction in sales. But, negative experiences leave a longer-lasting impression. Surveyed respondents indicated they were more likely to recall bad experiences than good ones, and that those experiences directed future behavior.
News Travels Quickly
We live in an age where people connect faster than ever. They are on Facebook and Twitter talking to family and friends. A complaint about service or shoddy work can hit the street literally overnight. In contrast, good service and a good experience can lead to referrals that can build your business as well.
How to Coach Your Employees to Deliver Great Customer Service?
To help you get started, we’ve compiled a list of customer service training and coaching tips. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.
- Micro-train them throughout the day with a Virtual Training platform.
Micro-training, or training in short bursts, is the most effective form of customer service training. These micro-training sessions allow managers to assign focused training on specific information. This means the learner is more likely to make use of what’s learned in their training session in real-time.
- Keep it simple.
During a training session, stick to one topic. You can remind learners of brand guidelines or pick behaviors that can help them improve. Just make sure instructions are clear and succinct.
- Utilize roleplay.
People learn by doing! A good training system will allow opportunities for roleplay so that your agents can make sense of the theory at hand, then repeatedly practice so that they build confidence in their new skills.
- End on a positive note.
Show your appreciation for the hard work your agents do every day to represent the brand. This will remind them of their essential role and their value to the team and the company.
The Bottom Line
Respondents with good customer service experiences were more likely to increase their purchasing activity. While more than half of those with bad experiences bought from a different company the next time they went shopping for a product or service.