The fundamental purpose of a business is to serve the customer. Once a business deviates from this purpose, it is on its way to extinction. Now one essential key to winning your customer’s heart and staying ahead of the competition is to offer outstanding customer service. So in this article, I will be sharing with you some free customer service training ideas that will be helpful to company owners, businessmen, managers, supervisors, etc.
How Effective Customer Service Training can Help your Business
As an entrepreneur, it’s your duty to make sure that your manager, supervisor, sales person, the company agent, cashier, or the receptionist, goes through customer service training. They have to be taught that the customers need to know that they are important and that they are taken care of. They need to learn how to make the customers feel that their welfare is the inspiration of the company in creating a product or rendering a service. In fact, customer service training is important because when employees know how to serve and satisfy the customers, the first to benefactor of the positive result is your company.
But even if the customers are your company’s priority, they would still be less than satisfied if the employees in the front line do not know how to communicate this to them. So now that you have understood the importance of customer service training, below are some ideas and activities to get started with.
5 Free Customer Service Training Ideas, Activities, Courses, Manual
Establish a front line team
The first step to improving your customer service is to have a team in the front line that will effectively represent what the company stands for. They are the brand name, the model and the representative of the company – the front liners. They are the sales agent, or the broker, or the receptionist, or the concierge, or the secretary, etc. These people must be dressed well, trained well, knowledgeable enough and friendly enough to give a good impression to the customers on behalf of the company.
Give them the basic customer service training
To train these people, they have to be briefed in a classroom setting where they will truly understand the value of true customer service. You should also provide them with some take-home customer service training courses or manuals. Then, they will have to be deployed on the actual job as trainees and observers, so as to get a first-hand experience on how to handle customers. Only after the training will they be allowed to put what they have learned to test.
Teach your front line team everything about your product
Another idea for training employees in providing a great customer service is to make sure they know the products by heart. You can achieve this by holding product briefing sessions with them and providing them with product brochures. Customers tend to lose patience in a person who does not know what he is talking about. For a customer to not lose interest, the representative of the company that he is talking to must exhibit confidence and intelligence and should be knowledgeable about the product or service that the company is selling or providing.
Hire a multilingual customer service rep
If your company’s business is international, then the front-liners should be multilingual. It pays to know the language of the customers and prospective clients of the company.
Teach your team to listen to the customers
Learn when to yield to the customer’s wishes. The manager or the supervisor of your company usually has discretionary powers. They have the right and the power to give discounts, promos and the like to customers. These middle management people have to be trained on how to be flexible with the special wishes of the customers, without forgetting that the company is still profit-oriented.
In conclusion, the above are some free customer service training ideas and activities that may be adopted by anyone in any type of business. However, there is no assurance that these tips or ideas would work on your business. But if it has worked for almost every successful company, so there is a very good chance that it will work for you; every time and anytime.