Outline of a customer service training program

Soft skills: Soft skills are essential for a successful customer service interaction. And there are a number of soft skills that every top-notch rep should know. A few customer service training examples include active listening, communication, empathy, flexibility, and problem-solving. Or, what process do they need to follow to make a special exception for a return?

Be sure to include answers to these unique situations and more! Ensure your training manual features a comprehensive look at everything new reps need to know about what your company offers to customers. Customer Service Training by Industry In many ways, serving customers is the same in any industry.

Customer Care Training Manual Formats Training manual examples and templates come in a range of different file formats. If you would like to showcase your customer service tips in a presentation, consider using a customer service training manual PPT file.

Microsoft PowerPoint or Keynote program to open and display this type of document. Such training manuals may include more training manual designs like animation, slide transitions or sound effects. Make it searchable so they can easily find a certain topic or section without searching through pages and pages of information.

Customer service rapidly changes, so ensure your training manual can easily be updated to keep pace with the changes of your business. Assess your current training efforts: Talk to your customer service agents to identify success and challenges with your current training efforts.

Are there topics or skills in addition to those listed in this training manual that agents feel they need additional training on? If so, be sure to incorporate their feedback and create a customer service training program outline that lists everything training needs to include. Be sure to also identify your outcomes and objectives as the best customer service training program s also have concrete milestones for creation, delivery, and tracking.

Learn more here. Be sure to make training content easily accessible and available on-demand so your agents can revisit training when and where they need it. Turn your Customer Service Training Plan into Real Results Lessonly by Seismic works with thousands of customer service teams to develop and update their training plans. Like what you see? Learn more below. Every employee should have a deep understanding of the company's mission and values.

It is important for a business to educate their employees on what it aims to achieve in the coming time. Not only does this give a direction to the mission, but it also makes the workforce feel valued, encouraging them to propel in the given direction with much passion.

No different is the case with customer service teams. Each of these skills plays an important role in making an effective customer service training program. Placing each of these skills into a plan using blended learning is another essential part of effective customer service training.

When done well, these skills can form the backbone of impressive customer service. Training content is more effective when it is integrated into a blended training program that uses multiple training methods to engage learners. Being one of the most effective ways of retaining knowledge, the framework allows learners to acquire new skills and explains its impact on your Learning and Development strategy.

Experiential training methods are usually on-the-job, or based on gaining experience, and include the following:. Experiential, social and formal training methods are all useful, but the most effective customer service training programs use blended learning and the framework. These can be utilized to create a program that uses multiple training methods to engage employees and assist them in retaining knowledge.

Although every training method listed is effective, scenario-based learning has some significant benefits you should know about. Scenario-based learning has some additional benefits that will help increase the effectiveness and impact of your training program. Simulations are the most common form of scenario-based learning. They are similar to role-playing but are carried out on a digital platform.

Simulations greatly increase engagement and knowledge retention rates. The use of storytelling makes the content relatable and easy to understand. This also allows for knowledge application. Nowhere else could you find training materials of this quality for the price The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.

Ultimately a fantastic workshop to either deliver or participate in. In Sales training, TrainingCourseMaterial. That, coupled with the dynamic training events, has helped customers to drastically impact the skill level of their sales force and make a measurable impact on bottom line results. I loved all the activities that helped me achieve a high level of interaction and energy keeping participants engaged. I have purchased the time management package and I found it really easy to customize to meet my training requirements.

The sequence of content was very conducive to life -long learning, the slides were very attractive and helpful. The exercises included in the package were exciting and were well liked by the participants. I encourage other trainers to buy is as the price is reasonable when compared to other training packages available on the internet.

Just a short note to say that since purchasing a course from yourselves, I tried 2 other vendors' courses from U. From now on, I shall be sticking with yourselves, as I enjoy your clean formats and more advanced content. Well done. Finally, check out our testimonials page to find out what trainers, business professionals, team leaders, and consultants are saying about us! Call Us Toll Free Overview Always putting your customer at the center of your business creates a service driven culture.

Course Objectives By the end of this training course participants will be able to: Discover the attitude, skills and knowledge needed to be a successful customer service representative. Outline of topics Module 1 : What do customers want? Module 2 : This thing called "Loyalty" Defining a lifetime customer Drivers of customer loyalty Keeping Customers loyal and plus one's Why customers leave and cost of losing a customer.

Module 5 : Value of a complaint: A Complaint is a gift Ground rules for receiving a complaint Avoiding customers hot buttons and forbidden language. Training Material Samples. Slide Samples. For random slide samples, Click thumbnails below for larger images. Trainer Guide Samples. For random trainer guide samples, Click thumbnails below for larger images.

Workbook Samples. For random workbook samples, Click thumbnails below for larger images. What do I get exactly? The Fully Customizable Training package includes. Competitive review game. Consider getting the Customer Service Excellence Series and save! Download Everything. Choose your training material package. Add to shopping cart. Pay using any major debit or credit card or using Paypal. You will be taken to a download page to instantly download your purchase.

You will also receive your download links by email. Maximize return on your training investment with the most cost effective solution to your training needs. Deliver fun, Effective And. Professional Trainings Easily! Great value for a small investment Receive a package of extensive and well structured training course materials complete with comprehensive trainer guides, delegate workbooks, power point slides, activities and exercises as well as several support documents from evaluation sheets to attendance certificates so you have all you need to run a successful training program.

Standalone modules can easily be added to enliven your training material Each training program is logically structured into standalone modules each focusing on a specific topic for ease of customization, addition or incorporation into your own existing course materials. Get new ideas for activities, exercises and games Each of our training course material packages includes a plethora of self discovery exercises, activities and games addressing specific key learning points giving you more ideas for activities and interaction to enliven your existing course materials.

Fun, competitive review game to end on a high note An exciting and competitive review game In Power Point to easily review the content, enhance retention and ensure your participants stay engaged till the very end. Download and get it immediately All our course material packages are instantly downloaded so you get it immediately after successfully completing your purchase. Training Course Design Documents. Affordable professionally designed. Training Packages. This will help reps maintain clear communication.

It will also allow them to help customers more efficiently find and share the best solution for whatever issue it is the customer is facing. Think about it this way — customers want quick and effective solutions to their challenges. They don't want to wait around for some wishy-washy solution that may or may not work. By being assertive and direct, reps make customers feel confident in the information they're being fed. Encourage reps to try role-play exercises with each other where one person pretends to be an unhappy and vocal customer with a number of questions.

The other person should practice regaining control of the conversation and respectfully but directly navigating the discussion to the solution or solutions that rep can offer. Companies are always growing and evolving — from product updates to new branding, education on your company should be a continuous process, especially for your customer service team.

Learn how to set up your knowledge base of articles in HubSpot's Service Hub. Discover how to manage, plan for, and communicate during crises with these management plan templates. Even those with thick skin can get worn down and discouraged after dealing with so many angry customers. So, here are a couple of training exercises to teach your customer service team how to deal with — and delight — difficult customers. Conduct role-play activities: This training exercise is highly recommended for all customer service representatives and can be especially helpful for pacifying angry customers.

Conducting mock calls that resemble a real customer service issue and involve a seemingly angry caller can help acclimate your team to the realities of upset customers.

Inspiring healthy competition in the form of a leaderboard or monthly awards will challenge your customer service team to go above and beyond, helping more customers, creating camaraderie, and contributing to their overall success and future career.

Take team outings in-person or digitally : Traditional product and skill training can bring your team together at work, but out-of-office activities can also inspire community and friendship that further encourage camaraderie in the office. Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game.

Not only are these activities fun and casual, but they also create lasting connections that can mitigate otherwise tough days at work. To create an atmosphere of customer advocacy and success, your training has to go above and beyond teaching soft and technical skills. Turning satisfaction into retention. Turning happy customers into customers who actively promote your company.

You could train your employees to get that done and leave them alone. I mean, they are doing their work, right? This motivation will not only change how much work is done but will also influence how they work with and satisfy customers. Collect and use feedback: Feedback is the lifeblood of any team or company that truly wants to improve. Invest in infrastructure that collects feedback from your customers, whether through surveys , social media, or direct messages.

Use that feedback to measure the success of the team. Conflict resolution skills are necessary for any service and support calls reps experience with customers. After all, customers who are reaching our to your service and support reps are doing so because they're trying to find a solution to a challenge or roadblock.

Not to mention, reps are bound to encounter angry frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps. There are a number of conflict resolution tips that you can teach reps to deploy in certain situations. Here are some examples :. Thankfully, there are plenty of customer service training materials available online.

Learn everything you need to know to get started with the HubSpot Service Hub. Aligning your team with universal training documentation is an assured way to inform new hires of their roles, goals, and expectations. You can use this free customer support training manual template to start building a customizable manual for your business.

Online training courses that teach vital customer service skills can be a great addition to your training program.