Do you find your employee trainings covering the same topics over and over again but the same problems keep taking place? If so, you’re not alone.
We expect our employees to be consistent with their customer service delivery to customers.
Customers deserve to know that the company they are dealing with has a consistent approach to taking care of its customers. And the secret to making that happen? Train. Train. Then train some more!
Effective employee trainings need to be frequent and consistant.
It should not, however, be considered a one-time or annual event. Customer service training is an ongoing process that needs to be incorporated into the organization’s culture and way of doing business.Good customer service training will be based on the needs of your organization as well as the skill level of your employees. Following are some key elements in ensuring that your customer service training efforts get results.
Effective employee trainings have to focus on building a customer service focus.
Training is critical to customer service. Training keeps everyone “on the same page” and in the know about your customers and the products they order. And while employees’ busy schedules can make finding time to train difficult, the need is not diminished. Training can often be done over the lunch hour, in the evenings or even remotely. And some companies will rotate their employees through the training process to ensure their phones still get answered and customers are still taken care of properly.
Here are 15 ways to make your next employee training more effective and customer focused.
- Start each effective employee training with the important of the customer.
- Encourage employees to focus on how they communicate with customers.
- Learn how to listen actively to customer needs.
- Teach how to help difficult customers.
- Teach what to do with a customer complaint.
- Focus on the actions that customers prefer the most.
- Focus on how to use systems effectively to solve customer questions.
- Practice working together as a team to solve customer problems.
- Have each employee demonstrate how to solve a customer problem in their own way.
- Teach how to ask effective questions.
- Demonstrate the capabilities of systems and products to solve customer needs.
- Practice employee training presentation skills.
- Share ways employees can deal with workplace stress.
- Learn what motivates your group of employees.
- Teach your employees it’s ok to be friends with customers.