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De-escalate Your Angry Customers with Customer Service Training

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De-escalate Your Angry Customers with Customer Service Training

“Always do more than is required of you.” – George S. Patton. This statement differentiates good and bad customer service. Right!

The experience you deliver to your customers is the most important factor and it marks the success of your business. In this context, customer service training takes the center stage. Thus, implementing an effective training should be at the heart of your business strategy.

Who Will Benefit from this Training – Whom are you Targeting?

In organizational parlance, it is the employee who interacts with the customer. Customer care executives, front-line employees, technical support representatives, service technicians, and anyone who answers customer calls – we can keep them all in our target audience bracket.

What are we Addressing in this E-learning Course?

“Positively Outrageous Service is a matter of choice. It involves giving of your time and talent while performing your job; it is a true reflection of how you live your life day to day.” (Southwest Airlines)

In this e-learning course, you will be able to learn the basic etiquette of good customer service, for example, how to communicate or interact with the customer, how to remain calm and handle his complaints with ease, how to use phonetic alphabets to provide information over the phone, the documentation process, how to follow up, and more.

The Methodology of How to Deliver E-learning Courses to Customer Service Staff

The best way to delight customers is to choose a simple methodology.

1. Define your solution

First, set measurable and achievable objectives in your e-learning course. It sets the ground for learners as to where they were before and will be after the course; the skills they will learn in this session to improve their customer satisfaction levels. Also, state the key principles of customer service.

2. Let people practice

Design hypothetical scenarios for your e-learning course that will pull learners or customer service executives eye to eye with customers.The scenarios should be supported with audio or video (if any). Learners need to be taught many soft skills such as communicating effectively with the customer and how to provide a winning customer experience. Again, there are some foundations, for example, key aspects of interacting with customers, the time per ticket, how to follow up a customer, etc. – all these issues can be addressed using scenarios.

Remember – Try to make the scenarios as realistic as possible so that as the learner goes through them, he/she will be able to relate to them.

3. Share stories, benefits, and explain how it can be a life changing aspect in his/her job context

This is another best practice to follow.When you read success stories of other customer service executives and see how they have improved their performance – it will help you get the confidence and take the e-learning course more seriously. In an e-learning course, you can include case studies to reveal the bad practices followed by a particular customer service executive and then show the good practices he is following now. This clearly demonstrates how that particular executive changed his way of handling customers, how it benefits him, the organization, and the customer.

4. Make it a movement

Customer service training is not a onetime event but should be kept alive through spaced interventions and reminders. Provide assessments to reinforce their learning.

What Benefits Will Customer Service Executives Bring Post this E-learning Course?

Any form of training can improve the competency of staff, but when it comes to customer service training, it delivers extensive advantages to the customer service executive, customers, and the organization.

How it benefits the customer service executive

For the customer service executive:

  • Improves knowledge and skill set
  • Boosts confidence and morale

How it benefits the customer

For the customer:

  • Increases purchasing options
  • Boosts loyalty and satisfaction

How it benefits the organization

For the organization:

  • Improves turnover and profits
  • Builds a better reputation

Organizations can no longer work in isolation. The support of their customers, partners, and associates is necessary if they have to realize their objectives. One way to ensure this is by improving the quality of their service which can be met with proper customer service training.

So, make it happen in your organization to establish a better reputation in the market.

Hope you like the post. Do share your views.

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