Nowadays, customer-facing teams are labeled many different things: customer support, customer success, or customer service. Feedback is the breakfast of champions -- and of support, reps too. Granted, the customer is not right 100% of the time; however, it behooves your company to make sure that your customers are almost always right or that they walk away feeling that they are. Consider writing out a training guide for your new hires that outlines what activities and plans to expect during training, what responsibilities they’ll have during their first few months, and any internal resources (like reading material or colleagues they should meet with) they can use to get acclimated. This exercise can help reps master the soft skills that can dramatically impact a customer service case. Think about it this way — customers want quick and effective solutions to their challenges. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing the job before doing the job. Instead of settling with “good enough,” challenge your team to do the best they can do, every day. This isn't specific to customer support, but it's a good idea for new reps to take some sort of personality test to learn how they work and communicate best with others. They partner with universities around the world, such as Berkeley, Harvard, and University of Kyoto — the school by which the Culture of Services: New Perspective on Customer Relations course is presented. Role playing is an effective exercise for sharpening customer service skills. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising. Corporate culture training doesn't have to be extensive, but it should be consistent. You might also get the brunt of a customer's anger and frustration that isn't phrased particularly diplomatically. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {}); Originally published Sep 23, 2020 11:15:00 AM, updated September 23 2020, The Ultimate Guide to Training for Customer Service & Support. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. Let’s dive into training for customer support and service. A final word on the customer service training importance To help your customer service team practice this principle, divide them into groups to come up with different ways to say “no” without actually using the word “no.” When done, ask the teams to come back together to comp… As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization. Not to mention, reps are bound to encounter angry frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps. This course will give your employees an understanding of essential customer service factors and help them understand how to deliver a customer-friendly approach that’s best for your business needs. Is that correct? There’s no better teacher than experience. Customer service teams are often very busy, and you may not have time to host a formal training. Call reviews are a common practice among successful customer support teams. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Here's an example profile below. Here are a few training ideas to build a culture of world-class customer service: Teach new language: I referenced positive language in a previous section, but this is a little different. Free and premium plans, Customer service software. Now, “dumbing” answers down to this extent isn’t necessary for your very adult audience, but it’s a good example of explaining something in a clear and concise way. A great example of clarity in action is Reddit’s Explain Like I’m Five. Team members should be paired up and given real scenarios that customer support reps have to tackle every day -- easy ones, and difficult ones, too. It’s also the key player in the game of customer retention. Premium plans, Connect your favorite apps to HubSpot. Execute these customer service and support training ideas, and you’ll find your customers and employees more satisfied overall. Better yet, this customer might 1) be satisfied with their interaction with your company and customer service team and 2) go on to promote your business as one with great products and service. Even those with thick skin can get worn down and discouraged after dealing with so many angry customers. Leveraging employee advocacy is like killing two birds with one stone. These interactions will set the standard that your team will have to surpass. Some are unconventional, while others might be ideas you are already using but didn't realize they qualified as training. Using games and activities can make customer training much more fun. I mean, they are doing their work, right? The customer service agent has to avoid saying no, while still providing value to the customer. Encourage reps to try role-play exercises with each other where one person pretends to be an unhappy and vocal customer with a number of questions. Use free templates to help you engage and delight your customers. But empathy doesn’t come easily to everyone, especially more technical, logical people. Team members playing the role of the customer should feel free to be creative -- all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. Turning happy customers into customers who actively promote your company. For example, instead of saying, “I’m afraid that…”, encourage your customer service team to start sentences with, “I’d love to help…”. If hiring the right candidates is like planting seeds in the right soil, training your customer service team is like cultivating and growing your garden to its maximum potential. If your product is software, obviously, it can be tricky to take apart. We're committed to your privacy. Like Alison, edX is another digital learning platform offering free courses. To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. One of the most traditional ways to train customer service teams is through a presentation. These resources give employees the most up-to-date information on any new products that’ll be announced at INBOUND — which can be upwards of four or five major product releases! Here's what you should focus on in terms of phone training: Being a customer service representative is tough work. Whether your team is serving customers via social media, email, chat, or the phone, train them to replace negative words with positive ones. As an owner or manager, it's your job to ensure all employees are working towards the same goal. See all integrations. For more information, check out our privacy policy. Train and onboard your new customer support hires with this customizable template. Resourcefulness is the difference between responding to a problem with “I don’t know” and “I will find out.” Problem-solving skills, initiative, and creativity are just a few competencies that align with resourcefulness. Plus, happy and satisfied customers will help propel your business to greater heights. Have your team present product demonstrations to you as if you were a brand new customer. HubSpot Academy offers free online customer service training resources and video content your team can watch and learn from at any time. On this thread, people take pretty complex topics, from biology to engineering to technology, and explain concepts as if they were teaching a child. (Sorry, family.). Customer service training can be applied to many different situations. Make the first day or two all about getting to know each other and learning how to work together. You can separate these skills into different categories — which we'll review momentarily — so you’re able to easily focus on teaching and building them with your reps. To be effective in customer service, reps should look inward and focus on personal skills that are critical to fostering positive and trustworthy relationships with customers. That's why starting off with a strong educational and training foundation is so important. Effective training will help unleash your organization’s exceptional customer service potential. But hiring skilled people and thinking the job is done is doing a disservice to both your team and your customers. While these skills can be cultivated through customer service training, your candidates should display some resourcefulness — or at least a willingness to figure things out. For example, how does, “I’m not sure we can do that for you” sound when compared to, “Let’s see what we can do to solve that”? If they don't buy into your company's culture, your customers certainly won't either. These four reasons are why right now is the perfect time to revisit your customer service strategy. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Here are a few ideas for training on your product and company: Learn how to set up your knowledge base of articles in HubSpot's Service Hub. 3. But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward. Your customer service teams should be looped in on any company updates or changes. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Outside of team meetings, there are plenty of online resources customer support and service reps can use to hone their education and skills to always keep improving. Have them share their stories and recall how they felt and were treated. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. So, instead, talk to your employees about where your servers are located and how your software is powered. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. They recap what happened, why it happened, and how they overcame it. These four reasons are why right now is the lifeblood of any team or company that truly to... Coaching that employees receive with the latest marketing, sales, and it about! Help you add some new perspectives to your audience but also demonstrates how someone their... 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