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Member Since 09 Mar 2021
Offline Last Active Mar 09 2021 04:35 PM

About Me

Customer Service Skills Training is a core tenet of every company. Think about the many customer service skills you are taught in business school. Customer Service Skills Training is also taught in colleges, and most business owners don't realize it. Most probably you are trained on the job with great customer service skills. But let me tell you something, good customer service does not have to be taught by your company's management.
Think about it, every company is in business to satisfy customers. But in every customer contact there is always the possibility of dissatisfaction. And most often it's at that very moment that you could either strengthen the relationship or lose it. Customer Service Skills Training is the best way to ensure all employees receive the best possible customer service training, so as to maximise their ability to help you consistently exceed your business goals.
But having said that, classroom training does not necessarily need to replace classroom training. Sure classroom training provides a much more relaxed environment for learning. There's no worries about someone suddenly being ill or distracted during a lecture. But what about when the training is done over the phone? And if that employee is then required to conduct business with other current and previous clients then classroom training simply won't cut it anymore, it could even make the situation worse.
It is my contention that most companies utilise classroom training to teach their employees only a few basic skills that they will use on a daily basis, and only at the discretion of the management. But this is not conducive to customer satisfaction. It creates a sense of anxiety amongst employees who may not be conveying a message effectively. It also prevents companies from introducing new and improved skills to their employees as they fear that they will make mistakes when actually using those skills.
In a nutshell, customer service rep requirements do not include imparting knowledge that is in-depth or that is unfamiliar to employees. They simply want employees to know how to act in certain situations. This may be in the context of a formal training exercise or during an informal meeting with management or fellow staff members.
The concept of employee induction into Customer Service Skills Training requires that there be some form of formal assessment of an individual's potential to learn and utilise Customer Service Skills. This may take place during an informal interview (assuming that such an interview would be appropriate), or during a formal appraisal conducted by the company's Human Resources department. My view is that the HR department should conduct such assessments, but perhaps only after taking into account such things as the applicant's personality, communication and hard skills. The applicant needs to demonstrate a genuine interest in learning about Customer Service Skills Training, but does not need to focus on hard skills.
The other approach that is often used is for training reps to select specific Customer Service Skills Training ideas, which is taught to them over a period of time in a classroom environment. This type of training is generally thought to be far more effective than the informal interviews that I described earlier, because employees are given a structured environment in which to learn the material. It also enables existing employees to build on existing skills while the training is undertaken. Such programs are obviously designed to teach hard skills rather than soft skills, but are very popular with sales and marketing teams who may require a thorough introduction to 'new' tactics.
What is clear is that the current focus of many businesses and organisations is moving away from trying to teach "just one thing" to all their employees and towards encouraging employees to take responsibility for improving customer satisfaction. There is considerable evidence that it can work. Motivational and inspiring employees are far more likely to develop positive attitudes towards the role they play, and to create an environment in which customers feel positive when engaging with the organisation. It should certainly form part of every Customer Service Skills Training Program.

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