There are many steps you must take in order to achieve customer service success. Today I want to talk about one of the first and most important steps: training.
It seems so basic, but after you select the right people for your business… you can’t just throw them into the mix no matter what their job entails. Training is a necessary step in excelling in customer service. I came up with a list of some of the most important topics you should cover in your training.
–Why do you need to provide the best customer service? Let them know the pros of excellent customer service from a customer and company standpoint.
–How should you handle an enraged customer over the phone? Keeping your calm, different ways to negotiate with a customer, etc.
–What to do if the representative runs into an issue that is out of their control? How should the customer service representative pass a call or email along if it’s out of their control. They should never ever say “I don’t know.â€
–“I don’t know†isn’t an option. If they truly don’t know, they need to say “I’m not certain of the answer, but let me find out for you. One moment pleaseâ€. That’s easier and much more professional.
–Appropriate follow-up methods. Let them know why following up with customers is so important whether they left you happy or upset. The CSR should know when a phone call is appropriate, when an email is appropriate, etc.
These are just a few necessary points you should touch on when training your customer service representatives. Do you have any suggestions with other training tips or ideas? I’d love to hear them in the comments section below.