Think about it this way — customers want quick and effective solutions to their challenges. They’ll also learn the benefits of providing excellent service and cover a few do’s and don’ts when dealing with customers. Reps should be tasked with giving a 10-15 minute product presentation and demonstration -- walking a prospective "customer" through everything they need to know to successfully start using it themselves. Here are six free customer service tips you can start using today. Chinese Whispers is a fun and simple game that can demonstrate what happens when you try to rush or don’t communicate effectively. It can also de-escalate a conflict and create a more enjoyable interaction with your company. This isn't specific to customer support, but it's a good idea for new reps to take some sort of personality test to learn how they work and communicate best with others. They don't want to wait around for some wishy-washy solution that may or may not work. Here are 21 ideas for leveling up your customer service in 2021: 1. Based on their responses, the tr… Clarity in communication can improve customer service interactions tenfold — it’s the difference between sending 10 emails or one when explaining a product. Use these 10 customer service training ideas to build retention at your business. In our customer service training workshops, we use a wide variety of customer service training ideas to help make training, fun, relevant and actionable. Also, check out this post for 19 more videos. Its Customer Service Training course is geared towards beginners in the field so it’s a perfect place to start. We're committed to your privacy. Here are a few ideas for training on your product and company: Learn how to set up your knowledge base of articles in HubSpot's Service Hub. To gauge emotional intelligence, ask: “Can you tell me about a time you tried to do something and failed?”. Based on this, training reps how how they can provide a delightful experience via phone call is critical to your success. There are a number of conflict resolution tips that you can teach reps to deploy in certain situations. Once your staff have reviewed your competitors, get them to share their experience with the rest of the team. Let’s dive into training for customer support and service. (Sorry, family.). Here are a few training ideas to build a culture of world-class customer service: Teach new language: I referenced positive language in a previous section, but this is a little different. These are letters written from the perspective of the customer that are addressed to the customer service employee. Lynda.com is an award-winning online education platform run by LinkedIn. Here are some innovative ideas to improve customer service experience: Know Your Customer and How to Solve Their Problem. Your employees can access the course through a seven-day free trial or join Lynda’s paid membership. Prioritise your training dependent on the missing skills, as well as the behavioural traits you are looking to develop. Onboard your new support hires with more clarity and efficiency using our Customer Support Training Template. I’m talking about turning support into customer championing. HubSpot uses Treehouse for our own customer support and service training. These customers don’t simply exist once they make a purchase from you; they’re created when your customer service team treats them well and fights to solve their problems. Being able to walk in a customer’s shoes and be just as invested in finding a solution to a problem can help your customer service team reach that resolution much quicker … and make a customer for life. According to Help Scout, the skill set includes empathy, patience, flexibility, a calming presence, as well as communication, listening and persuasion skills. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. That’s why we’ve compiled this guide. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Make the first day or two all about getting to know each other and learning how to work together. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. Customer Service Training Game 1: Don’t tell me, let me guess. This type of customer service training is less of an emergency but just as time-sensitive. There are a few types of presentations you can use to conduct training. Role-playing happens when two or more people act out roles in a particular scenario. Appropriately managing each customer’s crisis and actively working to change their attitude is how you both serve and retain customers in the long run. Whatever the topic, Lunch and Learns will keep support reps in the habit of being able to present and explain new topics in detail to others. As with any new role, the first month or two of training can dictate an employee’s long-term success. Other tests include the Myers-Briggs Type Indicator (MBTI) and 16Personalities, and these can all give support reps helpful insights into how they best like to work, how they communicate with others, and possible sources of conflict they might encounter. This exercise will teach support reps how to still be helpful if they don't give the customer the answer they want to hear. Taking the time to repeat Sarah's issue back to her helps Miguel to quickly identify and diagnose her issue, as well as assure Sarah that help is on the way for her problem. Being able to patiently listen, decipher someone else’s problem, and empathize is at the heart of customer service. I’m excited to tell you that you’ve found the right place. 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