Customer Support Training
Customer support training is important for all types of businesses, because customer support personnel are usually the first people that customers come in contact with. Businesses need to employ well-trained customer support staff that can interact with all types of people and are knowledgeable about the company or product they represent. Customer support training can be done on-the-job or offered through formal training programs.
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On-the-Job Training
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Most customer service representatives are trained on the job. On-the-job training in customer support can include training in using particular types of office equipment such as phone equipment in a large call center. Training for customer service representatives includes learning about policies and procedures of the company they are working for. Certain types of businesses require specialized training so that customer service representatives are prepared to answer questions specific to that type of office. For example, a customer support representative in an insurance office would receive specialized training in understanding insurance policies so that they are prepared to answer customer questions about insurance.
Training Tools
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Companies use a variety of training tools to teach customer service skills to their staff. Representatives often work one-on-one with more experienced representatives. Orientation programs may be offered to new customer support staff. Tools used may include videotapes, DVDs or group role-playing exercises. Training manuals may also be provided to customer service reps.
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Online Training
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Another option for training customer service representatives is online training. This type of training may include electronic books, videos or virtual chat rooms. Self-paced courses may be offered online, which may include quizzes to check progress. ExtraordinaryCustomerService.com offers online customer service certification through online webinars.
Skills Learned
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A variety of topics may be covered during customer support training. Training programs help representatives learn to improve communication skills, particularly listening skills. Customer support personnel may learn how to identify and understand the needs of customers, as well as how to effectively deal with stressful situations and help reduce stress. Other topics that may be covered include developing self-confidence in dealing with customers, making the most of every customer contact and managing customer complaints and expectations.
Considerations
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Customer service training is ongoing. Companies may offer refresher courses or seminars to encourage employees to remain focused on learning and improving customer support skills. Customers are the heart of most businesses, and excellence in customer service often leads to loyalty and repeat business from customers.
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References
Resources
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
