The need for customer service training

The Global State of Multichannel Customer Service Report survey , developed by Microsoft, shows that 61% of consumers consider customer service as "very important" when choosing brand loyalty. In the same survey, 80% of consumers said they stopped doing business with a brand due to a poor customer service experience. Motivated employees who are well prepared to meet and solve the problems that come to them means satisfaction on both sides: employees and customers. Employees feel that they are being valued, that the company invests in their qualification and believes in their potential. On the other hand, it performs work with more quality and productivity.

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8 Tips for Good Customer Service Training

Good training is a process and, as such, it depends on a set of well-defined steps. You need to analyze your current service, teach agents how to use good tools, promote case studies, and monitor your performance metrics . In the following topics, we present 8 tips for doing good training. Check out!

1. Make an analysis of your service

To know what to cover in your customer service training, you first need to identify the points that need to be worked on and improved on in your team. Through performance indicators and reports, you can monitor the metrics of your attendants and get informed about their  productivity .

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Use cases to exemplify training

Nothing better than real situations to help you share knowledge with service professionals. We often learn from mistakes and successes made in our daily work, and this can be used to exemplify what to do and what not to do , in different situations. Furthermore, it is likely that good service can become great if we change small details. To know what to change, it is important to analyze the service provided and propose improvements. An interesting dynamic that addresses this aspect is, during training, to ask professionals to share the stories of their most complicated care . Other collaborators should give suggestions on how to improve the work done, for example. Create an environment where employees will feel motivated and not pressured .In this sense, using the customer service indicators , shared by the customer service tool used, will also help you to identify the contact points that deserve more attention from the service, facilitating the targeting of training to more sensitive areas.

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