The Recipe For A World-Class Customer Service Training Program

 The Recipe For A World-Class Customer Service Training Program

 

Delivering great customer experience used to be a ‘nice-to-have’ in the business world. From time to time it would drift into the conversation at executive levels Communication Training , but would just as quickly drift away as the topics changed to more ‘serious’ things like creating efficiencies, meeting revenue targets and other, more easily measurable, operational things. This, of course, has changed.

Ensuring positive customer experiences is no longer an optional part of a business model. It is now basic table stakes for companies that want to stay in the game. Those who haven’t figured it out yet are watching their business slowly erode, with no clue as to why it’s happening. Some very notable ones may already be past the point of no return.

There are several controllable components of customer experience, but none are more important than the human element: Customer Service. Great customer service experiences increase customer loyalty, reduce customer churn, increase employee retention and decrease escalations of issues. A skilled service provider can compensate for a myriad of process and policy failures. One single unskilled one can have catastrophic implications in a world where global word-of-mouth is a mouse-click away.

Most people now realize that customer service is more than just ‘common sense.’ It is a skill, with a lot of moving parts. And, like any skill, it requires continuous training and focus to be at the top of one’s game. So, what should a customer service training program include? Here is the recipe:

  1. Clearly defined needs

Why are you thinking of the training? Where are the gaps? What is the outcome you want? Just saying you want to ‘take it to the next level’ isn’t good enough.

  1. Clearly defined skills

Based on a solid assessment, what are the specific skills that will fill the gaps in performance? Those are what the training should focus on – nothing else.

  1. Design that is engaging, meaningful and appropriate

 

 

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