The success of any organization is reflected by the number of customers it has, or if correctly said, number of satisfied customers it has. According to a survey conducted by Accenture, “expectations of customers have hugely increased worldwide related to easy and fast service”. “Customer service should be the basic standard of any organization, and organizations could provide satisfactory customer service through implementing training programs for their employees”, says Shep Hyken, a customer service speaker and New York Times and Wall Street Journal bestselling author.
eLearning could help provide highly effective training to sales personnel that helps render better customer service. This post is intended to display the usefulness of eLearning in improving customer service.
Organizations should formulate strategies to focus on various important elements of customer service such as providing required information regarding its products/services, understanding and fulfilling their demands, top-notch servicing of its products, providing timely assistance for its products/services, bringing innovation to its products/services, etc.
However, to meet up the high standards of customer service in today’s competitive environment, they require well-trained employees who could effectively assist customers, thus increasing customer satisfaction. A situation like this calls for a reasonable act, and that is to implement an effective training methodology for employees that could make them understand the importance of customer service, in addition to the critical customer service constituents.
What can eLearning do?
eLearning could address the need of effective training to employees with respect to improved customer service. It would be very easy for employees to access online training courses and gain understanding about the products/services and sales processes to assist customers in this regard. Also, they need not lose their production hours. These training courses help employees to reinforce their knowledge. Let us discover how the use of scenarios in eLearning course could make it engaging and effective for employees in learning customer service skills.
Training through Scenarios
Scenarios could be effectively used in training to impart knowledge. A scenario could be any plot, any critical real-life situation, action, events, etc., with characters in it, which is made available in the forms of slides or pictures.
To provide better service in today’s fast-paced, competitive marketplace, employees need to have or acquire excellent soft skills such as responding appropriately over a telephone, promptly responding in critical situation, analyzing customer issues, communicating effectively and so on. Employees could easily relate themselves with events and characters present in these scenarios and apply them in required situation.
Now that it is revealed, what solutions eLearning could offer for enabling excellent customer service, you can think about considering this fast, cost-effective, accurate and easy learning medium for employees, and reduce your worry about meeting customer service demands. In fact, there may be chances of you finding this new training methodology more suitable.
Some screenshots with scenarios, which are incorporated in an eLearning course, are shown below:
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