How to Improve Customer Service Training

Customer service is one of the basic components in developing and retaining customer loyalty. Company employees must be empowered to make small decisions on behalf of the company to seal a deal or retain an angered consumer. They must be able to smooth over difficult situations and create an atmosphere of concern for customer needs. Most people have a basic understanding of the principles of customer service, but training seminars are often dry and boring. Spicing up customer service training activities helps with information retention and makes the employees feel that the company is supportive.

Instructions

1. Hold brainstorming sessions. Invite key employees from every department and level to join a subcommittee to identify problems in customer service. Work with the subcommittee in periodic brainstorming sessions to ensure that upcoming customer service training seminars accurately reflect employee needs.

2. Schedule short but frequent training sessions. Employees are often tired and stressed during training seminars. Try to keep each meeting to around one hour. A monthly or bi-monthly training session keeps employees fresh and allows the company to address problems in a timely manner.

3. Use icebreakers to set a lighthearted tone. Although the information is important, there is no reason for it to be dry. Try a scavenger hunt in which participants have to identify coworkers that fit specific categories: left-handed, only child, or wears a size-seven shoe.

4. Role-play. Instead of reading a list of customer service goals, divide the group into pairs and act out meeting those goals. For example, one participant could take the role of a customer who wants her money back. The other acts as the customer service agent fielding the call. Allow some time for practice, and then let each pair perform in front of the group. Open up the floor for observers to give feedback on the pair’s performance.

5. Practice active listening. In order to provide excellent customer service in any field, employees must be able to sort out the customer’s issue. Read a passage from Shakespeare or a monologue from any play to the group. Ask participants to identify the key points in the passage and suggest solutions for the character’s problem.

6. Underscore critical customer service points throughout the work day. To train employees to greet every customer, have management greet every employee when passing through the halls. Hang posters in employee break areas that highlight three or four simple messages such as “Smile!”; “Identify the problem”; and “Identify possible solutions.” Choose messages that employees can fall back on when they are at a loss.

References

• Customer Service Works: Training Games and Activities

Resources

• Customer Service Training