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. Learn everything you need to know to get started with the HubSpot Service Hub. While the idea is consistent across the board — train your team to serve and delight — specific training methods and practices will vary depending on the circumstance. Have them share their stories and recall how they felt and were treated. Premium plans, Connect your favorite apps to HubSpot. Considering you’re essentially teaching them to teach, they should know your product inside and out. Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve. Successful companies don't wait for a problem to happen, they anticipate it and prepare their customer service teams accordingly. Customer Service Training. One way to do this is with a culture code. Once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Customer service reps need to be both assertive and direct. These are letters written from the perspective of the customer that are addressed to the customer service employee. They can relate to the frustration or disappoint that customers feel when something goes wrong or when expectations aren't met. This will help reps maintain clear communication. Establish and maintain the agility of your team by introducing and involving new hires immediately. Customers with questions expect respect and cooperation . Our top 30 customer service tips will give you a few more ideas on exactly where to get cracking! ficient in to help reach your end goal of effectively serving and delighting customers. And when customer service is executed well, it can resonate with customers for years to come. Here's an example profile below. We would love to hear your customer service training ideas! And, it starts with their customer service teams. If your product is software, obviously, it can be tricky to take apart. It is cheaper and faster to do the job right the first time. At this point, you might be asking, Why can’t I just hire the right people from the get-go and leave it at that? 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. Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. Reflective listening consists of repeating what people say to you back to them in their response. 3. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. If you are starting your customer service training, you may be in search of a few customer service training ideas. Finally, the most important benefit of customer service training is increased productivity, efficiency, and effectiveness. There are some, and train them in the skills they need to be pro. Here's an example of a well-made, valuable customer service training video. But the nuts and bolts of how you actually do that can be easier said than done. See all integrations. Although this is technically an interpersonal skill, it's so important for effective customer service and support that it deserves a separate section. Customer service is a company’s opportunity to connect with customers, solve problems, and show they care. And no matter the size of a team, to deliver a first-rate customer experience, everyone must be on the same page. 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. Customer service training ideas & tips Do a personality test. Here are three customer service training games that you can use in your next employee training session. 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. This isn't specific to customer support, but it's a good idea for new reps to take some sort of personality test to learn how they work and communicate best with others. The support rep is essentially telling the customer that no, they can't offer them a discount. Use this training template to onboard customer support new hires. This activity may be the first in your series of customer training exercises. According to Caroline Cooper, a Trainer and Consultant at Naturally Loyal, there are two elements that need to be part of a contact centre training exercise to gain maximum value from it. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing the job before doing the job. For example, if the customer asked for a discount the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization. While some skills and strengths can be taught or fine-tuned through training, there are some that your team members must have upon hiring. (We do it here at HubSpot.) By being assertive and direct, reps make customers feel confident in the information they're being fed. That way, they can use each exercise when it becomes applicable during their workday. 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. Repair anchors are things that can be done to fix negative attitudes. Give Your Full Attention. Clarity in communication can improve customer service interactions tenfold — it’s the difference between sending 10 emails or one when explaining a product. These elements include a specific and relevant key message and the need for the exercise to be participative. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. 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. How about: “Let’s get you set up with the right person to help” versus “I can’t help with that”? 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