September 24, 2019
Use Customer Service Training to Prepare for Problem Solving
Providing an outstanding customer experience is always a top goal at any company. But some customers are challenging: They're having a tough day; they're impatient; technology has them flustered. Whatever the cause of frustration, customer-facing personnel must remain calm and polite as they resolve the customer's problem. Targeted customer service training can build the skills needed to do so with finesse.
Start with training in stress management, negotiation, communication and other soft skills. Applicable resources might already exist in the content library of your learning management system. While it might be labeled as leadership or management content, providing all frontline employees with these skills during customer service training provides an essential foundation for difficult customer encounters.
Beyond basic skills
In addition to soft skills, focused training should teach appropriate responses during encounters with angry customers or callers and coach employees on responding to angry emails, texts and social media posts. Customer service training has several goals:- Prepare employees for the stress of a negative encounter
- Teach staff how to manage their own emotional responses
- Provide tools and scripts for responding appropriately in the moment
- Empower employees to address any factors that might be contributing to recurring customer issues
- Outline the steps they're allowed to take and when to involve a manager