How to Develop Customer Service Training
Efficient and effective customer service helps a company maintain a competitive advantage. If your company lacks good customer service, it will lose market share, customers and, eventually, profitability. Your organization can choose from a variety of training methods. Sometimes you need several different approaches to adequately train employees.
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Instructions
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Determine the customer service needs within your company. Every company has different needs for customer service. Customer service training may need to start from the time the phone is answered. For example, some customer service representatives need to practice or enhance their voice tone. If a representative has a tendency to interrupt customers, this needs to be addressed and corrected.
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Develop a customer service training plan. One way to develop customer service training is by having supervisors listen to representatives when they are taking calls from customers. When the call is completed the supervisor can provide the representative with ways to improve the call. Each call can be broken down into various categories such as verification, problem resolution, rapport, call quality and representative effectiveness.
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Have customers fill out a survey after the call has been completed. A customer is the best person to ask about customer service. Once a call has been completed, the customer can be emailed a survey to rate the representative and provide feedback about how the interaction could have been improved. The information from the survey can be used in other customer service training modules.
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Facilitate an in-house workshop or seminar. A department supervisor can facilitate a customer service workshop designed to improve some of the more pressing customer service issues. A workshop of this sort needs to give employees a chance to provide feedback, solutions and recommendations on how to improve customer service.
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Record 10 customer service phone calls and evaluate them. A supervisor can gather a group of customer service representatives in a conference room to listen to previously recorded calls. Each customer service representative will have an opportunity to rate the calls one by one and provide feedback starting with the greeting and working through the entire call.
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