Your customer service representatives should have good communication, persuasion and listening skills, among others. The good news is these skills can be nurtured and developed through training.
If you are planning to rent training room or rent classroom for your customer service training, you may be interested in knowing a few things about how to maximize the impact of the training sessions. So here are 3 more ideas for training your customer service team.
1. Sessions on avoiding the ‘NO’ word
While you don’t have a solution to every customer problem, there’s a better way to decline any client request. Saying “NO” on the face is not going to make your customers super-pleased. So how can you decline them without actually pronouncing the word “NO?” Well, some people can do this better than the others. This is a skill can be learned. So organize a training session where you can train your customer service team how to avoid the negative word. You can divide your team into two parts, with one team playing the role of customers and anther playing customer service representatives. After the session is over, review performance of both teams and give them feedback, wherever necessary.
2. Help improve their online communication
If you’re running an online business, chances are that most your customer interactions occur via email and chat messages. That means your customer service representatives need to have great email communication skills. You can rent classroom to train the basics of email and chat messaging. Remember, written communication is a whole new ball game.
3. Organize improvisation classes
Improvisation is the ability to think on your feet. Not everyone is born with this skill. But one can improve their ability to improvise through practice. That’s why you need to organize improvisation classes for your customer service team from time to time.