Your customers are the most important element in your business and should be treated as such. The customer service staff within your company should be knowledgeable and helpful when addressing customers’ problems, making customers feel secure in the purchases they’ve made. More often than not, if you treat your customers well, they will continue to patronize your business.
Immersion is an effective training technique that allows customer service agent trainees to view the role of a customer service agent from all angles. This immersion can be done by having your workers “shadow” top customer service representatives within the company. The trainee will sit with a more experience customer service agent and listen in on their calls to see the types of problems customers may be having and how to handle them. This also allows the trainee that’s doing the shadowing to take notes and share them, to experience a "typical" day and to get an idea of the typical client. After the “shadowing” is done for the day, the trainee can ask questions and use the notes they have collected to enhance their own ability to solve customer service issues.
Interactive learning is a great way to impart company policies to an entire group of trainees. You can train customer service agents to handle consumer problems by having them act out hypothetical situations and work together to come up with solutions to these situations. Have the entire group separate into pairs. Give them several minutes to come up with scenarios that involve a customer and customer service agent. You should request that the scenario be as realistic to your business as possible. After the scenario has been acted out, ask each person in the room to give a different way to solve the problem they saw presented in the skit. Having everyone in the room participate in this training activity is a great way for trainees to solve customer problems in their own way while still adhering to company policy.
Allowing trainees to share their own customer service experiences is a training method that will show how they are similar to the customers they will be working with. This also encourages them to solve problems that are presented to them. Ask everyone in the room to raise a hand and share a personal customer service experience. Ask for specific types of problems or solutions they were seeking or were offered. Have them also list three correct actions taken by the customer service agent and three actions that were incorrectly taken by the agent. This allows everyone to hear and benefit from the positive and negative ways of handling problems. It will also allow the employees to include these methods in their own problem-solving arsenal. They will also learn what to avoid doing.
- Jupiterimages/Polka Dot/Getty Images