How do you find the best customer service training for your team?

I am thrilled to contribute to this insightful article As a customer service expert, I've had the privilege of working with numerous companies, helping them transform their customer experience. But how do you ensure your team is equipped with the right tools? 💡Discover expert tips, industry insights, and success stories that will guide you in making an informed decision. Learn how to assess the training modules, interactive elements, and real-life simulations. Remember, investing in your team's customer service skills is an investment in your company's success.By providing them with the right training, you empower them to deliver exceptional experiences, build long-lasting customer relationships, and stand out in a crowded marketplace.

I'm delighted to share my extensive experience in customer service team training. Effective training plays a pivotal role in enhancing customer satisfaction and boosting employee productivity. Prior to implementing any changes, it is imperative to conduct a comprehensive evaluation of the current training model. Utilize data analytics to gauge customer feedback and ratings on employee performance, while also assessing how well the current training model resolves customer issues through support delivery. This data-driven approach ensures an optimized and successful training program that fosters exceptional customer experiences.

Finding the best customer service training for your team involves a strategic approach with a focus on defining clear learning objectives. Start by assessing your team's current customer service skills and identifying areas for improvement. Then, research training options that align with your defined learning objectives, considering factors such as credentials, reviews, customization options, and training methods. Evaluate the expertise of trainers and the potential return on investment. Seek recommendations and consider conducting pilot programs before implementing the training on a larger scale.

Finding out how your team learns is crucial to the success of your training. Once you know HOW they learn, you will be able to tap into the best way for them to retain any information you’re looking to teach them.

Recorded trainings are a great resource. Online recorded training allows employees to stop, take notes, revisit, and truly engage in a way that works best for them. Also, recorded trainings allow you to schedule to avoid a lack of coverage if your team is in a contact center setting.

Surveying your team on how they best learn is a great way to start and also learning what are the training gaps directly from the trainees is an eye opener. Once the results are analyzed, creating different types of learning modules, and using real-life scenarios for role playing, has yielded positive results at the various industries I've had the humble experience of training and developing our Front-Line staff.

As a trainer, it is important to get feedback. Let's face it, not all feedback is going to be great, but it's how we improve as not only trainers but people as well. One of my best classes that I've taken for work involved Public Speaking (something that my younger self absolutely dreaded). This class introduced the dynamic of peer led training, we were essentially creating the program based on our own needs. Over the course of two days we described our weak points and helped each other discover our strengths. The amount of improvement that came out of that room was astounding. As trainers, we always think we know everything but that is not always the case!

Something I think is beneficial is real deal role play. Also competitive game play such as jeopardy or trivia. Offering the winners an opportunity to bring what they find is valuable to their role as a CSR. Keep warm training available to reflect and refresh. Can be done in staff meetings or brunch and lunch power sessions at least an hour to allow participants to seize the moment. Thank you.

Identifying the opportunity. One way to do this is contacting guests regarding their experience, either my email or via phone call. Welcome honest feedback regarding their experience; where did we exceed expectations, and where did we fall short or have opportunity. This approach not only helps to identify what training may be needed; such as retail training, verbiage, etc. But also is a great way for the guest or client to feel appreciated, valued, and heard. From there, you have a good pulse as to what may need polishing, training or role playing.