- Customer service training should include information on how to handle courteous, discourteous and irate customers over the phone, in person and via the Internet. Depending on how the customer service is delivered, the methods for handling the customers will vary. For example, when a customer uses all caps in an email, this usually means he is yelling. The customer service person should respond using proper email etiquette (e.g., correct sentence structure and grammar). The concepts used in handling customers are similar; the primary differences are the avenues by which customer service is delivered.
- Customer service representatives relay information from one person, one department or even one company to another. The training they receive should help them answer the important questions: who, what, where, when and why. The next person assisting the customer must understand who the customer is (e.g., Mr. Smith), his account information (what), where the company failed the customer, when the problem occurred and why the representative needs help. Relaying this type of information to the next person prevents the customer from repeating his problem and shows the customer that the representative understands his needs.
- Customer service is known for being a stressful occupation. Each day and each phone call is a customer with a need or a problem, and the customers either call or email, or there is a constant flow of customers without much of a respite. Customer service training needs to include information on psychologically handling the stress. It should advise the representative to take her breaks away from the immediate work environment. For example, when lunch time arrives, the representative should go to a break room or outside to eat. Tips for relieving and managing stress should be included as part of a comprehensive customer service training program.
- Customer service representatives also need support from their management team. Customer service training information should include tips and tools that managers can use to support their teams. For example, managers should support their teams' efforts to improve the work processes. Representatives often hear the same problems repeatedly. The customer service training should help managers learn how to allocate resources (e.g., adjusting break times) in order to assist representatives with their process improvement efforts. Customer service training should also help managers create employee recognition programs that reward excellent customer service.
- Customer service training can be delivered in the classroom; through books, guides and DVDs; and on the job. For new employees, it is helpful for the company to provide classroom training on customer service. This ensures that the new employee has the baseline knowledge of customer service required by the company. Ongoing formal training should be offered once per year as a refresher for all employees. The organization should maintain a library of customer service resources that can be accessed by employees at any time. On-the-job customer service training often involves a senior customer service representative mentoring a newer representative on the proper customer service skills.
