Outline of customer service training program

For details, please call or chat live. Exceeding expectations through the eyes of the customer to build and maintain mutually beneficial relationships with them. Enhance your team's effectiveness and boost productivity with instructor-led training delivered privately to your organization, live online, or to any preferred location! Thanks for Contacting Us! We will get in touch with you shortly. Customer Service Training: Achieving Excellence in Customer Service Level : Foundation Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one.

Key Features of this Customer Service Training After-course instructor coaching benefit Learning Tree end-of-course exam included You Will Learn How To Provide exceptional customer service that achieves results and gets noticed Adopt the skills and techniques that routinely deliver positive customer experiences Maximize the value of your customer interactions Deal effectively with difficult customers and turn complaints into opportunities Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction Demonstrate a positive, confident and professional approach with internal and external customers.

Emotional aspects of the customer experience Making the initial connection with the customer Presenting a positive first impression Influencing customer perceptions Exceeding customer expectations Identifying the differentiators of excellence Taking responsibility for demonstrating customer care Navigating the customer through the process Instilling confidence with a personal approach Fostering long-term relationships Adopting a positive mental attitude PMA Small actions that ensure attention to detail.

This can act as a reference during training. What is your typical support interaction like? Do you expect certain phrases to be used? How are your various support channels handled, support requests escalated, and so on.

Draw a support flowchart, one that describes the customer support process from start to finish with some examples. Part of being positive is about aligning your words and actions in a positive manner to present customers a solution.

This is an essential skill when bearing bad news or in conflict resolution. Consider training exercises where you replace negative or neutral words with positive ones, as well as pointing out differences in tone. Tell a story or ask your trainee about a bad experience with a product. How did it make them feel and what did they end up doing? Keep an eye on how your trainee is conveying their thoughts to you.

Can you understand them easily? Will your team and customers be able to understand them, both in written and spoken form? Get a trainee to present a complicated product fix to you as though you were a new customer. Limit them to five sentences or a few minutes. What if the manager is not available? Your agents should be able to individually make difficult decisions.

Consider support situations involving angry customers. Include examples with customers constrained by time, money, personal problems, etc. Ask your trainees how they would act. Understand the temptation of anger, irritation, procrastination, etc.

Train your employees to have a positive outlook, to control their reaction to emotions, and to allow difficult support situations affect the next one.

Ask your trainees what irritates them, what they have trouble dealing with. Demos can help communicate ideal customer service situations as you see it in your mind.

You can demonstrate challenging requests that touch upon billing, discounts or refunds. Think of simulations: envision situations and ask trainees how they would react. Ask them for reasons for doing so. Avoid role playing, where trainees assume positions not natural to them this could be useful in the soft skills stage, however. Assign tasks with a complexity level of Start trainees on a tasks with complexity of for the first day, for example.

Now is the time to finally give the reins to your employee. A mentor is someone experienced in the support team, someone not too overzealous, or disingenuous either. Pick someone with enough product knowledge to coach and guide support trainees on real cases. Pick someone from a different department, team or someone at a higher level within the company. This can give the trainee a new perspective, help break the ice and give them a better understanding of their tasks.

Customer Service Training Manual Consistent and thorough customer service training is essential—even when customers already seem satisfied. Customer Care Training Manual One crucial benefit of a training manual is that it describes a standard process for interacting with customers. Powerful training, simplified Join the hundreds of teams—from Fortune enterprises to local businesses—who use Lessonly to onboard, train, and continuously enable millions of employees to learn, practice, and Do Better Work.

Customer Service Training Topics to Include Customer service training manuals can take many shapes and forms. 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. Seven Diffusing techniques. Face saving out. Empowering customers. Competitive review game - An Exciting review challenge Power Point Game to end your training on a high note!

You receive a zipped file instantly upon purchase that includes the following in MS office format. Trainer Guide 50 Pages. Virtual Trainer guide for virtual training delivery 55 Pages.

Student workbook 52 Pages. Slide deck 56 slides. Virtual slide deck for virtual training delivery 51 slides. Bonus activities 22 activities. Training support documents Training evaluation forms, 5 certificate templates, program outline.

Review game. You will receive a secure link by email to download your purchase immediately after purchase. Fully Scripted Training Guide. Participient Reference Workbook. Powerpoint Slide Presentation. Useful training forms Evaluation forms, certificates. All you need to run a great training program. A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds. Pay for 3 Get 2 Free. 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.

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