Training your staff to deliver excellent customer service is no easy task, but it’s a necessary one. We’ve got some helpful hints for you to make your staff customer service experts.
Teach them to think like customers.
Train your staff to think like a customer. Set aside time for some of your team members to pair up and role play possible customer scenarios. Coach them to learn to treat each customer on an individual basis and to ask the customer what she thinks about the issue.
Educate them on the ins and outs of your business.
Customer service is hard when your staff doesn’t have a good working knowledge of your organization. While it’s easy to assume that your employees know as much about the business as you do, it’s likely they only have a rudimentary knowledge. Set aside times to train your staff about your industry, your organization, and possible problems customers in your industry might face. Empower your employees to make educated decisions on the customer’s behalf.
Lead by example.
If customer service is important to you, it will be important to your staff. If, however, you don’t treat customers the way you expect your employees to treat them, they’ll see through your words and place less value on customers.
Reward good customer service.
Staff members who are excelling at customer service deserve to be recognized—after all, sometimes making a customer happy is easier said than done. Try to think of creative ways to reward employees who further your brand through customer service. Rewards can range from extra paid time off to a nice bonus to recognition in front of other staff members.
Provide well thought out feedback both to employees that struggle with customer service and to employees that excel. Compliment the areas they’ve been successful in and also include ways they can improve. Feedback often happens in one-on-one reviews but can also happen spontaneously during day-to-day interactions with your staff.
Exceptional customer service starts with exceptional customer service training. We at Nationwide Inbound are always looking for ways to improve our customer service and to help our staff improve theirs. We’ve found that consistent and thorough training goes far in helping our customers feel valued.
How do you train your staff to provide excellent customer service?