When to Adopt Video-Based Learning for Customer Service Training

With the emergence of today’s competitive global business environment, the demand for creative and resourceful leagues of customer service specialists is evolving. However, these new roles need a growing set of skills to assist customers faster and provide proactive solutions. Customer service team is the face of any organization and thus, needs to have an in-depth understanding of the customer’s needs and expectations. So wouldn’t you want to deliver the best training available in the market for your emerging customer service specialists?

Given the massive impact of visuals, video-based learning is an ideal strategy to provide valuable customer service training, as it promotes a fully immersive and memorable learning experience for your service team.

Where to Use Video in Customer Service Training

1. Behavioral skill training

There are some universal behavioral skills that every support employee has to master – starting every conversation with a smile, taking the initiative to solve customer issues, quickly responding to customer enquiries, being a few. Video-based e-learning is a constructive method to teach such behavioral skills and other tasks to be executed at the workplace.

A 5 to 10-minute video on customer service loaded with an interesting storyline, humor, graphics, and the appropriate usage of sound helps deliver a powerful message on how to empathize with the needs of your employees.

2. Product demonstrations

Your company has launched a new product in the market or there is an update in the features of an existing product; service staff can be quickly updated about these updates to the product using demo videos.

Demo videos are an ideal solution to offer somebody who is new or unfamiliar with the product a walkthrough of the product details. This helps your employees comprehensively answer the queries of your existing and prospective clients. Similarly, demo videos also help you to explain the features of those products that cannot be physically demonstrated, such as medical equipment.

For example, you cannot carry out a real demonstration of a pacemaker to employees. However, an explainer video can educate your employees on how it would work.

3. Performance support

Performance support is provided to employees for retaining what they have learned in the context of their work. In other words, performance support tools are personalized on-demand support that is available anytime and anywhere.

Video is a popular performance support tool that can be best delivered through mobile devices. For example, your service technicians can take the help of how-to-videos that provide a step-by-step explanation on how to operate a particular piece of the equipment at their point of need, using a mobile phone.

4. Handling irate customers

According to a 2014 report conducted by American Express, 60% of customers backed out from conducting a business transaction due to poor service experience. At times your customers can be distracted. They might come to you with a lot of expectations, carrying all their problems, and demand an emergency action.

So, how do you deal with such difficult customers? Effective video-based lessons are available to train your service team on how to remain calm and gain control over such situations.

For one of our customers in the IT sector, videos were developed with mock conversations on how to deal with tough customers. The conversations were enacted by a senior official of the company, experienced in handling difficult clients. This video series helped the company’s newly hired customer service executives skillfully tackle difficult customers and serve them all.

5. Communication skills

Suppose your service executive is visiting a high profile customer and is nervous about the meeting. How well will they be able to perform? Regardless of the customer profile, your service executives must have the exact words handy and know how to deliver them professionally and pleasantly. Soft skills such as communication skills are normally imparted in a classroom setting.

However, videos on communication skill development can be an ideal complement to the ILT sessions. Such videos show your employees how to get their body language right, how to modulate the tone of their voice, how to use verbal and non-verbal cues to convey the intended message effectively.

We developed a series of videos on communication skills for one of our clients in the Insurance sector. The videos were later uploaded on a private YouTube playlist for employees to access them according to their requirement. This video series initiative was a great success and received good response from the learners.

Customers today are better informed. The Internet has empowered them to be more informed about the product and services available in the market. They approach your company not for product knowledge, instead to clarify their queries and make better-informed decisions. Now the challenge is to equip the customer service team to deal with these new age clients. Leverage the benefits of video-based learning to enhance skillsets and empower your customer service team.