Your customer service team can make or break your chances of retaining customers for a long time. The fact is, if your customer reps are doing more than just attending to your customers, they will be distracted and as a result would never offer excellent customer service.
This is the reason many companies deem it better to outsource customer service.
Whether it is your outsourced customer service team or an in-house customer service team, adequate training is necessary to achieve excellent customer service. However, an outsourcing call center company usually takes the responsibility of training and retraining its customer reps, which is why they are experts in what they do. Besides, they do nothing else but attend to customers all day long.
Here are some proven tips on customer service training that would yield meaningful outcome;
Tip #1: Create Performance Metrics
Performance metrics are ways to measure customer service. You should determine and present the performance metrics while training a customer rep team. For instance, you may want to use repeat visits as one of the yardsticks for good customer service in your organization. Other metrics may include the following;
- Quick response time to customers
- Average check-out times
- The amount of time it takes to resolve a customer’s problem
Tip #2: Put Customer-friendly Policies in Place
Your policies should be customer-friendly. In essence, when you make policies, ensure they are policies that the staff can easily adopt to the advantage of customers in terms of treating the customers well. Such policies should be communicated and even handed out in booklet forms to those concerned. Typical examples of such policies may include the following;
- The maximum duration that a customer should stay on hold
- The right way to greet customers
- Procedures for handling an agitating customer
- Purchase and return policies
- …and so on
Ensure these policies are unambiguous and practical to implement. As mentioned earlier, it would be helpful to provide these policies and procedures in booklet forms or other print types. These will serve as a quick reminder for the customer reps before they start their job each day.
Tip #3: Train Your Reps to Keep Their Promises to Customers
Keeping promises actually starts with you. For instance, don’t be in haste to offer money-back guarantee on your product when you are not certain about such promise. Subsequently, you should train your customer reps never to break a promise to a customer. For instance, if they promise to get back to a customer on an issue before the close of the day or within a specific time, they should do just that.
Indeed, proper customer service training will increase your chances of excellent customer service.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.
Ruth Brayer says: 
Training Your Customer Reps To Achieve Excellent Customer Service
Your customer service team can make or break your chances of retaining customers for a long time. The fact is, if your customer reps are doing more than just attending to your customers, they will be distracted and as a result would never offer excellent customer service.
This is the reason many companies deem it better to outsource customer service.
Whether it is your outsourced customer service team or an in-house customer service team, adequate training is necessary to achieve excellent customer service. However, an outsourcing call center company usually takes the responsibility of training and retraining its customer reps, which is why they are experts in what they do. Besides, they do nothing else but attend to customers all day long.
Here are some proven tips on customer service training that would yield meaningful outcome;
Tip #1: Create Performance Metrics
Performance metrics are ways to measure customer service. You should determine and present the performance metrics while training a customer rep team. For instance, you may want to use repeat visits as one of the yardsticks for good customer service in your organization. Other metrics may include the following;
Tip #2: Put Customer-friendly Policies in Place
Your policies should be customer-friendly. In essence, when you make policies, ensure they are policies that the staff can easily adopt to the advantage of customers in terms of treating the customers well. Such policies should be communicated and even handed out in booklet forms to those concerned. Typical examples of such policies may include the following;
Ensure these policies are unambiguous and practical to implement. As mentioned earlier, it would be helpful to provide these policies and procedures in booklet forms or other print types. These will serve as a quick reminder for the customer reps before they start their job each day.
Tip #3: Train Your Reps to Keep Their Promises to Customers
Keeping promises actually starts with you. For instance, don’t be in haste to offer money-back guarantee on your product when you are not certain about such promise. Subsequently, you should train your customer reps never to break a promise to a customer. For instance, if they promise to get back to a customer on an issue before the close of the day or within a specific time, they should do just that.
Indeed, proper customer service training will increase your chances of excellent customer service.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.
Related Posts