Customer Service Training

Effective, Empathetic Customer Interactions

Communication

Effective Communication

Master emotional intelligence to navigate real-world challenges confidently, even under pressure.
Growth

Personal Growth

Develop practical skills for professional and personal relationships, improving empathy and assertiveness.
Support

Continuous Support

Benefit from personalised coaching and feedback, ensuring lasting improvement in customer interactions.

Refine your communication skills by learning to harness your emotional intelligence with one of the UK's most acclaimed management training courses.

Why Choose This Training?

More Than Just A Course Of Lectures

What gets in the way of developing and holding on to new communication skills are old habits of thinking and speaking. Even if the advice is very good the reason why it rarely sticks are the mental habits people inevitably revert to, especially under pressure.

Unlearning those old habits and internalising a more effective and lasting approach to communication needs more than a short course of lectures on how to do it.

What Makes This Training Stand Out?

What makes this training stand out is the exceptional support through one-to-one coaching sessions and continuous feedback. Changing behaviour is not an easy task as old habits are hard to break.

With a 40-year track record we can help you cultivate practical skills, and build your confidence to so you can successfully navigate real-world challenges, ensuring lasting behavioural improvements.

Testimonials

Join thousands of participants getting results

"What I love about this course is that I didn't just learn about the topic, this course is about ME.  I'm confident I can reliably use my new skills, even when under pressure".

5 stars

A Project Manager At A Tech Company

"A lesson for life! The power of effective communication is incredible when one masters the skills "listening with empathy" and "speaking assertively"

5 stars

A Project Quality Engineer

Clients We Have Worked With

Well-known companies who have used this course again and again, over many years

  • Amgen 3
  • BBC
  • aunt bessies
  • Cargill 2
  • Heinz Logo 3
  • Civil service
  • NHS 2
  • Kelloggs Logo 2
  • IGT
  • JM 4 copy
  • Schweppes 3 logo
  • Castrol 3
  • Dewhirst 2
  • avon logo png
  • Nestle Logo
  • RSPB Logo 2022
  • Shell
  • UNHCR 3
  • unilever 2
  • BP 2
  • FBN 2

Course Summary

Training Objectives

This customer service training course is designed to provide key customer service components such as understanding customer needs and expectations, communication skills, conflict resolution techniques, product and service knowledge, and empathy and emotional intelligence.

Develop Your Emotional Intelligence

You will learn a set of powerful emotional intelligence communication techniques so that you can manage difficult conversations, handle challenging situations, build relationships and set firm boundaries.

Transferable Skills

The goal of this training is to equip you with the tools they need to build strong, lasting relationships in your professional life, although because these skills are so transferable many clients report vast improvements in their personal relationships as well.

Develop Skills

This is a skills development rather than just a theoretical programme, so the emphasis throughout will be on you taking turn after turn, practising your skills, while receiving feedback and coaching about your effect on others.

Repeated Practice and Feedback

In your coaching sessions you will be helped to practise dealing with the kinds of situation you find challenging, again and again, until you are confident you can do it successfully.

Video Analysis

We'll combine practical, hands-on experience with video replay and analysis and discussion of the principles involved to help you gain both skills and understanding. Special attention is paid to your individual training needs, so you can practise your skills in real-life situations that you have to handle at work.

Sustained Change

That's why as well as your place in a small group, this training includes a generous amount of private and confidential one-to-one coaching sessions online, spread over several months, ensuring an exceptional level of support. This will ensure the changes you make are sustained over a longer period of time and any obstacles are overcome. Choose between online training available worldwide, or in-person face-to-face courses in the UK.

Course Dates and Price

For a list of upcoming course dates (for online coaching and face-to-face training), the locations of the next 3-day public courses in the UK and pricing Click here.

Free Initial Session

This initial coaching session serves as an introduction to the "Skills with People" course, allowing you to understand the course's relevance and effectiveness for your specific needs before committing to it.

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Learn how to tune in to others and enable them to tune in to you

Crucial Skills For Getting The Best Out Of Others

Discover the exact steps you need to speak with emotional intelligence (empathy and assertiveness) in a variety of situations, scenarios and relationships that matter to you the most.

So you can confidently & reliably create a positive, encouraging & supportive atmosphere, motivate with constructive & honest feedback, calm down difficult people, inspire enthusiasm, handle disagreements, be taken seriously, earn trust, respect & cooperation.

Which means you'll AVOID painful awkwardness, embarrassment, anxiety & frustration by being clumsy, blunt, offensive, discouraging or antagonising, won't jeopardise morale, get derailed by resistance & objections, or trigger defensive argument, conflict & friction.

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He's now far more aware of his impact on others

Customer Service Training Objectives

Might your need for customer service training be met by this London UK training course called Skills with People?

Yes, if you agree with the following ...

  • I'm only too well aware that in the long run the success of the business I work in depends on the quality of the customer experience, particularly when things go wrong. So whenever a problem arises I do my best to sort it out as effectively as I can. But some customers are unreasonable and very hard to satisfy.
  • That's what I find very difficult - dealing with people who are being unreasonable. It's the main thing I want customer service training to help me with.

What you'll take away from this customer service training

This customer service training will increase your confidence at dealing with customers who become difficult to satisfy when things go wrong. It'll help you develop the understanding and skill you need to calm them down and win their trust when they're disappointed, suspicious or angry. With these skills you'll end up confident you can turn unintended problems into opportunities to win even more respect and trust from your customer.

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People who feel understood are more receptive

Customer Service Success

How the skills you'll practise on this course will make your customer service much more successful

What's the hardest thing about providing customer service?

The hardest thing about customer service is handling negative emotions. The customer has spend hard earned money buying goods or services he needs to be able to rely on. When something goes wrong it's only natural for his to be upset. His immediate reaction is to feel disappointed, let down, in a panic, angry, or worried, and while in this state it's unrealistic to expect him to be able to be calm and reasonable. The trouble is, as you know from your own experience, you're unlikely to deal successfully with the problem while the customer is in an emotional state.

What some customer service people don't realise is that the very first thing the customer needs to be able to do is let off steam, get it off his chest. Until he has done this it's not psychologically possible for him to take part in a calm, reasonable conversation.

But listening to someone getting negative feelings off his chest can be a very uncomfortable experience. The natural tendency is to try reasure him, get down to the detail, ask questions, and try to get him to listen to reason before he's ready. Unfortunately, instead of calming him down this approach is in danger of winding him up and making him even more tense.

What's the most crucial skill you need for providing customer service?

If you want to give good customer service you need, above all, to be able to listen patiently and with empathy. It's the first thing you need to do when something goes wrong. It shows the customer that he has your undivided attention, and that you appreciate how serious the problem is for him.

Nothing calms the customer down more quickly and builds his trust in you better than the quality of your listening. That's why this customer service training focuses on enabling you to be a master of the art of listening with empathy when you're dealing with customers in an emotional state.

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Stand up for your ideas and also respect theirs

Customer Service Training Skills

What other skills will this customer service training give me?

As well as listening with empathy you'll learn how to speak to the customer clearly and firmly about everything he needs to know in order to trust you and cooperate with you in overcoming the problem. It's very easy to make the wrong assumptions about this.

For example, it's easy to assume the customer knows you're keen and determined to stay with him on the problem until it is fixed. Because you take it for granted he knows this, it doesn't occur to you to spell it out to him. But because his confidence in you has been shaken by what went wrong he may not actually know it. So he becomes more difficult to deal with just because you didn't spell out to him and reassure him about this. Such misunderstandings are common. The way to avoid them is to develop your ability to speak firmly and clearly. We call this the skill of speaking assertively.

A blend of listening with empathy and speaking assertively is what you need in order to handle difficult situations with customers with confidence and grace. They're the two core skills you'll develop on this customer service training course.

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Now he listens before jumping to conclusions

The Reason For Customer Service Training

Why excellent Customer Service training is crucial

Customer service training is of paramount importance as it leads to enhanced customer loyalty, reduced negative reviews and complaints, and improved employee satisfaction.

Improved Customer Loyalty

Investing in outstanding customer service and training can significantly boost customer loyalty, leading to increased repeat business and long-term profitability. Exceptional customer service plays a vital role in retaining customers as it fosters trust and positive experiences, encouraging customers to continue doing business with your company. For instance, studies reveal that 73% of consumers cite friendly customer service representatives as the key factor for building their loyalty towards a brand.

A well-trained customer service team is equipped with the knowledge and skills required to handle complaints in various situations - from addressing routine inquiries to resolving complex issues or complaints promptly and efficiently. Providing excellent support consistently establishes an emotional connection between your company and its customers, positively influencing purchase decisions. Moreover, loyal customers are more likely to recommend your brand within their social circle through word-of-mouth marketing, which serves as a valuable asset for any organization seeking sustainable growth. By prioritizing comprehensive customer service training programs for employees across all levels of interaction with clients, businesses can inherently strengthen their relationships with existing clientele and build lasting connections with new patrons.

Reduced Negative Reviews And Complaints

Investing in customer service training courses can significantly reduce the number of negative reviews and complaints a business receives. Properly trained customer service agents possess the skills needed to handle challenging situations, such as dealing with difficult customers or resolving complicated issues. They know how to effectively communicate with customers, empathise with their concerns, and provide appropriate solutions that leave a positive impression.

For example, a well-trained employee may turn an angry customer into a satisfied one by genuinely listening to their grievances and offering practical support. As this happens more frequently across your organisation, fewer customers will feel compelled to share negative feedback online or directly complain about poor customer service experiences. In fact, exceptional customer service can transform unhappy clients into loyal advocates for your brand who actively promote it through word-of-mouth referrals and positive reviews on social media platforms. Hence, investing in comprehensive customer service training not only reduces complaints but also reinforces your company's reputation for providing outstanding customer services, and improving overall satisfaction among consumers.

Enhanced Employee Satisfaction

Investing in customer service training not only benefits customers but also plays a significant role in enhancing employee satisfaction. High-quality training equips employees with essential skills, knowledge and confidence to perform their roles effectively. As they become more competent in handling diverse customer needs, resolving complaints and providing exceptional customer experiences, their job satisfaction increases.

For instance, consider an employee who struggles to address challenging customer issues due to a lack of adequate training. It is likely that this individual will experience frustration and lower morale which can negatively impact overall performance. On the other hand, employees who receive comprehensive customer service training are empowered to manage difficult situations efficiently — leading to increased self-esteem and motivation levels. When organisations invest time and effort in developing top-notch customer service skills for their workforce, it sends a powerful message about valuing employee growth and success within the business context. This not only drives improved work culture but also fosters greater commitment towards delivering outstanding results for the company as well as its customers.

Moreover, team members supported by effective customer service training courses build better collaborations among themselves – strengthening internal communication abilities that enhance problem-solving efforts across various departments. Additionally, such strong camaraderie at work tends to reflect positively upon the way customers perceive your organization — further elevating your brand's reputation on multiple fronts while ensuring continued success amidst rapidly changing market conditions.

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She now feels more confident in tackling people

Customer Service Training Course Effectiveness

Key components of what makes this customer service training course so effective

This customer service training is so effective because it cover various key components, including understanding customer needs and expectations, communication skills, conflict resolution techniques, product and service knowledge, as well as empathy and emotional intelligence.

Understanding Customer Needs And Expectations

  • One of the key components of effective customer service training is understanding customer needs and expectations. This involves teaching employees how to actively listen, ask relevant questions, and empathize with customers to identify their pain points and requirements. By doing so, businesses can tailor their products or services to meet specific customer demands and provide a better overall experience.
  • For instance, if a customer contacts your business with concerns about a faulty product or service, an employee trained in understanding customer needs would be able to respond appropriately by acknowledging the issue, apologizing for any inconvenience caused, asking relevant follow-up questions to understand what went wrong in detail and offering appropriate solutions - such as refunds or replacements - that align with the needs of the affected individual.
  • By providing excellent service that meets the personalized needs and expectations of individual customers, businesses are more likely to create satisfied customers who return frequently for repeat business.

Communication Skills

  • Effective communication skills are essential in providing excellent customer service. Customer service representatives should be able to communicate clearly, listen actively and empathetically, use positive language and tone of voice, and understand nonverbal cues. They should also be able to adapt their communication style according to the customer's preferences or situation.
  • For instance, a good way to show empathy is by using phrases like "I understand," "I'm sorry for the inconvenience," or "Let me see how I can help you." In contrast, negative language such as "I can't do that" or "That's not my problem" can easily escalate an angry customer's frustration. Nonverbal cues such as eye contact and body posture can also convey important messages about attentiveness, respectfulness, and confidence.
  • To enhance communication skills among employees dealing with customers directly, businesses could provide training on active listening techniques such as paraphrasing or summarizing what the client says. Role-playing exercises could also simulate real-life scenarios where participants get feedback from trainers on specific communication skills areas they need to improve upon. By improving these skills through regular training sessions and coaching opportunities at work will lead towards higher levels of satisfaction among both employees and customers of any business structure.

Conflict Resolution Techniques

  • Effective conflict resolution techniques are a crucial aspect of customer service training. Inevitably, businesses will encounter customers who are dissatisfied with their experience, and it's important to have trained employees who can handle these situations calmly and professionally. One technique is active listening: this involves truly understanding the customer's concerns by asking open-ended questions and summarising their points to ensure that you've understood them correctly. Another key technique is empathy - putting yourself in the customer's shoes can help build rapport and show them that you understand their perspective.
  • By focusing on conflict resolution techniques in customer service field, businesses can reduce negative feedback from customers which could damage their brand reputation. Well-trained staff can turn complaints into positive experiences for both parties involved. According to research, companies that invest in customer service training see increased employee satisfaction levels - helping to retain staff members who deliver excellent service time after time. Ultimately, investing in effective conflict resolution techniques as part of comprehensive customer service training programs ensures that employees are equipped with the skills they need to provide high-quality support for all types of customers at every stage of interaction with your business.

Product And Service Knowledge

  • Having extensive product and service knowledge is essential for delivering excellent customer service. Customers expect agents to answer their questions correctly, provide relevant information about products and services, and suggest solutions that meet their needs. Equipping employees with in-depth knowledge of the company's offerings can help them handle customers' queries confidently.
  • For instance, suppose a customer contacts a telecommunications provider to inquire about the latest phone model's features. In that case, an agent who has received comprehensive training would be able to give insightful information about its specifications, pricing options or assist with any technical difficulties concerning the device. By arming employees with such detailed product knowledge via regular training sessions or e-learning courses in real-time settings, businesses can ensure that their customers receive personalized attention and accurate responses every time they engage with customer service representatives.
  • In conclusion,Product and Service Knowledge training is crucial for all employees interacting directly or indirectly with the public as it helps them become experts on their company’s products/services thus providing exceptional assistance when answering customers’ queries or resolving issues efficiently while building rapport by showing genuine interest in meeting their needs.

Empathy And Emotional Intelligence

  • One of the key components of effective customer service training is teaching employees to understand empathy and emotional intelligence. Having the ability to put yourself in a customer's shoes and understand their emotions can help improve their overall experience with your company. By showing empathy towards customers, you are demonstrating that you care about their needs and are willing to go the extra mile to ensure they receive excellent service. This will lead to increased trust, loyalty, and repeat business.
  • Emotional intelligence goes hand in hand with empathy as it involves being able to manage your own emotions while also understanding those of others. When dealing with difficult or angry customers, having emotional intelligence helps employees remain calm and level-headed while finding ways to solve customer problems effectively. For example, a customer might be upset because they received a damaged product. Instead of getting defensive or frustrated, an employee with emotional intelligence would listen carefully to the issue at hand, apologize for any inconvenience caused whilst finding a solution that works best for both parties concerned.
  • In conclusion, teaching employees how to show empathy and develop emotional intelligence skills should be an essential part of any successful customer service training program. It not only improves overall customer satisfaction but also leads to positive organizational reputation which can ultimately impact profitability too!

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Learn how to be soft on the person yet tough on the issue

Different Types Of Customer Service Training

Businesses can choose from various types of customer service training programs, including onboarding and orientation training, ongoing training and other continuing professional development, role-playing and simulations, coaching and mentoring, as well as e-Learning.

Onboarding And Orientation Training

  • Onboarding and orientation training is a critical component of customer service training, especially for new hires. These programs provide an introduction to the company's vision, mission, values, products/services, and customer service policies. New employees need to understand how their customer service role fits into the bigger picture and what is expected of them in terms of delivering excellent customer service.
  • During onboarding and orientation training, employees should also receive practical guidance on communication skills such as active listening, tone of voice, language choice and body language. Furthermore they should learn about common challenges faced by customers when dealing with companies over phone or face-to-face interaction. This will help them anticipate issues before they occur and provide effective solutions when dealing with difficult with customers face to face.
  • Overall; Onboarding provides a great opportunity for businesses to instill their brand identity in new employees so that they can deliver exceptional customer experiences from day one. By investing in comprehensive onboarding programs with relevant e-learning training materials related to sales skills improvement or professional development courses like conflict resolution techniques or emotional intelligence skills can significantly reduce employee turnover rates while increasing productivity levels through operational efficiencies resulting in increased profitability too.

Ongoing Training And Development

  • To keep up with ever-changing customer needs and their customer expectations, continuous learning is key. Ongoing training and development are crucial for businesses to remain competitive in today's market. As part of a comprehensive customer service training program, ongoing training ensures that employees stay up-to-date with the latest best practices and trends in the industry.
  • One effective way to provide ongoing training is through coaching and mentoring programs. Experienced professionals can guide new hires or those struggling in certain areas to improve their skills. Another option is e-Learning courses which enable staff to brush-up on critical areas such as communication skills or conflict resolution techniques at their own pace when not attending classroom sessions.
  • By investing in ongoing customer service training, businesses demonstrate their commitment to delivering excellent service consistently over time. It helps keep employees motivated, engaged with customers' needs, connected across departments reducing turnover rates while keeping everyone on top of industry standards all leading towards better business growth and profits.

Role-playing And Simulations

Role-playing and simulations are highly effective components of customer service training. They allow employees to practice their skills in real-life scenarios, without the pressure of an actual customer interaction. Here are some key benefits of including role-playing and simulations in customer service training:

  1. Improved communication skills: Role-playing and simulations can help employees develop better communication skills by allowing them to practice listening to customers, asking questions, and providing helpful responses.
  2. Increased confidence: Practicing in a safe environment can boost employees' confidence and help them feel more prepared when interacting with customers.
  3. Enhanced problem-solving abilities: Role-playing and simulations can help employees learn how to think on their feet and come up with creative solutions to challenging situations.
  4. Better teamwork: Role-playing exercises often require employees to work together as a team, which can improve collaboration and build stronger relationships among co-workers.
  5. Realistic scenarios: The use of realistic scenarios in role-playing exercises ensures that employees are prepared for situations they may encounter on the job.
  6. Immediate feedback: Employees receive immediate feedback from trainers or peers during role-playing exercises, which allows them to identify areas where they need improvement and make adjustments accordingly.
  7. Cost-effective: Role-playing and simulations are cost-effective ways to train large groups of employees simultaneously.

By incorporating role-playing and simulations into your customer service training programs, you can give your teams the tools they need to provide exceptional service to your customers.

Coaching And Mentoring

  • Coaching and mentoring are effective ways to provide individualized customer service training. In a coaching setting, an experienced employee can work with new team members to train them in practical skills, such as handling difficult customers or navigating complex software. With mentoring, employees learn from senior team members who can provide guidance on career development and soft skills like communication and problem-solving.
  • One of the key benefits of coaching and mentoring is that it provides personalized feedback and support for employees. This approach allows trainers to address specific weaknesses that individual employees may have while honing their strengths. Coaching and mentoring also foster deeper relationships between team members, which can increase employee satisfaction overall.
  • When designing a customer service training program, businesses should consider incorporating both coaching and mentoring elements alongside more formal training methods like e-Learning or role-playing simulations. By doing so, they can offer a comprehensive solution that addresses different learning styles whilst nurturing stronger interpersonal connections within their teams.

E-Learning

  • e-Learning is gaining popularity as a convenient way to train customer service representatives. This type of training allows employees to learn at their own pace and convenience, which reduces the need for classroom training and minimizes downtime. e-Learning courses can include interactive multimedia content, quizzes, games, simulations, and modules that cater to various learning styles.
  • Moreover, e-Learning has become more accessible with the rise of digital technologies such as smartphones and tablets. Employees can access these courses from anywhere with an internet connection using their devices on-the-go or during their break time. For instance, an employee struggling with handling difficult customers could take an online course about communication skills and conflict resolution techniques instead of attending a day-long workshop.
  • Finally, e-Learning is often less expensive than traditional training programs since it eliminates travel costs associated with classroom-style training sessions. Moreover, businesses can tailor the content according to specific job requirements or industry standards without incurring additional expenses when scaling up the program across different locations.
  • In summary, e-Learning offers businesses flexibility while reducing costs without sacrificing quality. It allows organizations to deliver effective customer service training programmes by providing employees access to essential information whenever they need it most; whether they're new hires who want orientation or seasoned workers who want ongoing development opportunities.

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People can't help arguing when they feel misunderstood

Benefits Of Investing In Customer Service Training

Investing in customer service training leads to improved customer satisfaction, greater loyalty, higher employee retention rates, increased profitability and a positive organizational reputation.

Increased Customer Satisfaction

  • Investing in customer service training can lead to significant improvements in customer satisfaction. Trained employees are better equipped to understand and meet the needs of each individual customer, resulting in a more positive experience overall. In fact, studies show that 73% of customers stay loyal to a brand because of friendly customer service representatives.
  • Effective communication skills are a key component of good customer service. By teaching employees how to actively listen and communicate clearly, they can avoid misunderstandings and improve satisfaction levels. Additionally, training staff on empathy and emotional intelligence allows them to connect with customers on a personal level and create long-lasting relationships built on trust.
  • Businesses that invest in their employees’ customer service skills are likely to see an increase in repeat business and positive word-of-mouth referrals. This, coupled with decreased negative reviews or complaints due to improved in customer service excellence and quality, can ultimately lead to higher profitability for the company as happy customers become loyal advocates for the brand.

Greater Customer Loyalty

  • One of the main benefits of investing in customer service training is greater customer loyalty. Happy customers are more likely to become repeat customers and recommend your business to others, which translates into increased revenue and growth. A well-trained customer service team can help establish a strong relationship with your customers by providing exceptional service that goes above and beyond their expectations.
  • According to statistics, acquiring new customers can cost up to five times more than retaining current ones, highlighting the importance of keeping your existing customers satisfied and loyal. Investing in customer service training can help businesses achieve this goal by ensuring that every interaction with a customer is positive and memorable. By offering personalised attention, addressing concerns quickly and efficiently, and delivering consistent experiences across different touchpoints, businesses can build long-lasting relationships with their customers that drive loyalty over time.
  • In today's competitive marketplace where consumers have endless options to choose from, building strong customer loyalty should be a top priority for any business looking to succeed in the long term. Customer service training plays a critical role in achieving this objective by empowering employees with the skills they need to provide excellent service that keeps customers coming back for more.

Improved Employee Retention

  • Investing in customer service training can significantly improve employee retention rates. Properly trained employees tend to be more satisfied with their jobs, which leads to a lower turnover rate. In addition, well-trained employees have the skills and knowledge needed to handle difficult situations, such as dealing with angry customers or resolving conflicts between coworkers.
  • According to a survey conducted by ICMI, 80% of employees who receive regular training and professional development opportunities are less likely to leave their current job. This is because good customer service training teaches employees how to communicate effectively with customers and colleagues alike, giving them a sense of empowerment and confidence in their abilities.
  • Employee retention is crucial for running a successful business. As hiring new staff members can be expensive and time-consuming, it's important for businesses to invest in keeping their existing team happy through ongoing training opportunities that will help them grow professionally while also improving customer satisfaction levels.

Higher Profitability

  • Investing in customer service training may seem like an added cost to businesses, but the benefits can lead to higher profitability. Customers are more likely to spend money with a company that provides excellent customer service and is willing to go above and beyond their expectations. This translates into repeat business, increased sales, and positive word-of-mouth marketing.
  • Additionally, trained employees are better equipped to handle difficult customers or resolve complaints efficiently, reducing the risk of losing customers due to poor experiences. With fewer negative reviews and complaints, companies can maintain a positive reputation and attract new customers through referrals. Improved employee satisfaction also leads to lower staff turnover rates and decreased recruitment costs. Ultimately, investing in customer service training is an investment in long-term profitability for any business.

Positive Organizational Reputation

  • Maintaining a positive organizational reputation is crucial to the success of any business. Customer service training can help businesses achieve this by ensuring that their employees are equipped with the necessary skills and knowledge to handle customers effectively. Excellent customer service creates loyal and satisfied customers, who are more likely to recommend your company to others, leading to positive reviews and referrals.
  • By investing in customer service training, businesses can also demonstrate their commitment to providing the best possible experience for their customers. This not only enhances brand image and reputation but also attracts new clients. In fact, research shows that 86% of consumers would pay more for better customer experience.
  • Moreover, a positive organizational reputation leads to improved employee retention rates as well. Happy employees who feel valued are more likely to stay within an organization long-term, further bolstering its overall reputation as a good place to work. Ultimately, investing in great customer service and training pays off in numerous ways - from increasing revenue and profitability through repeat business and reduced churn rates - all while building a strong brand image that distinguishes you from competitors in your industry.

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Assertiveness, Listening Skills & Emotional Intelligence Training

How To Choose The Right Customer Service Training Program

To choose the right customer service training program, businesses should assess their needs, consider budget constraints, research potential providers, review customization options and evaluate training effectiveness.

Assessing Your Business Needs

  • Assessing your business needs is an essential first step in finding the right customer service training program. By identifying the strengths and weaknesses of your current approach, you can establish a baseline for improvement and set clear goals for where you want to be. Start by reviewing feedback from customers, analyzing patterns in complaints or negative reviews, and assessing employee satisfaction with their roles. Once you have a clear understanding of what needs improvement, you can begin researching training providers that offer programs tailored to those specific areas.
  • Remember that every business is unique in its customer service needs, so consider factors such as industry type, company size, and target market when selecting a training program. For example, if your staff regularly interacts with challenging customers or deals with complex product information, look for a program that emphasizes conflict resolution techniques and deepens knowledge about your products or services. Ultimately investing in the right customer service training will help improve overall customer satisfaction scores and drive repeat business to your organization.
  • According to recent studies by Microsoft Dynamics 365 Customer Service Insights Report 2020 report (mentioned in [IMPORTANT FACTS]),70% of consumers say they have stopped doing business with companies due to poor customer service while over half (56%) said they would pay more for better experiences – putting CX above price when it comes to brand loyalty- one crucial takeaway from these statistics shows how important it is now more than ever before businesses must prioritize providing to provide excellent customer service and care as part of overall strategy to retain loyal customers which eventually leads them back into buying again thus boosting profitability .

Budget Considerations

  • One of the key considerations when choosing a customer service training program is budget. Before investing in any training, businesses need to assess their financial capabilities and determine how much they can afford to spend on employee development. It's important to keep in mind that costly programs are not always the most effective. Some low-cost options may provide similar or even better results than high-priced courses.
  • Businesses should also evaluate the potential return on investment (ROI) for each training program they consider. Investing in customer service training can improve customer satisfaction, which generally leads to increased sales revenue and higher profits over time. Therefore, it makes sense for companies to allocate more funds towards efficient and effective customer service training programs if it means generating a greater ROI in the long run.
  • Research has shown that delivering excellent customer service is crucial for retaining customers and driving business growth – however, doing so requires well-trained employees who have developed interpersonal skills such as active listening, empathy, communication, adaptability amongst others.

Researching Training Providers

Researching the right training provider for your business is crucial to ensure that your employees receive quality customer service training that meets their needs. Here are some tips on how to research training providers effectively:

  1. Identify your specific needs and goals for customer service training.
  2. Look for customer service training providers with a good reputation and proven track record of success.
  3. Read reviews and testimonials from previous customers to assess the quality of their services.
  4. Check if the training provider offers customization options to tailor the program to your specific business goals.
  5. Consider the delivery methods available, such as online courses or in-person sessions, and choose what suits your employees' availability and learning preferences.
  6. Compare costs of different providers based on the value offered, not just the price.
  7. Evaluate additional support and resources offered by the provider after completion of the program.

Researching and choosing a reputable customer service training provider can help ensure that you get a high-quality program that meets your needs, improves staff performance, enhances customer satisfaction, and boosts your business's reputation in a positive light.

Customization Options

  • Customization options are an essential part of any customer service training program. Every business has its unique needs, challenges, and goals; therefore, off-the-shelf training programs might not fit every company. By customizing the training program, businesses can tailor their customer service courses to meet specific requirements.
  • Customization options could include adapting the course content to reflect industry-specific language, creating scenarios that relate directly to a specific workplace environment or developing online resources tailored for employees who work remotely. For instance, A healthcare provider's customer service team would require specialized knowledge regarding medical terminologies and communication methods different from those in the retail sector. Therefore, it is crucial that customization options are considered when choosing a suitable customer service training program.
  • Investing in customized online training courses and programs yields dividends in terms of increased employee engagement and improved performance since they address their peculiar requirements as well as increasing customers' satisfaction level leading to higher revenue generation for companies.

Evaluating Training Effectiveness

  • Evaluating the effectiveness of customer service training is crucial to ensuring that it meets its intended goals. It enables businesses to measure their return on investment and identify areas for improvement. One way to evaluate training effectiveness is through surveys or customer feedback on forms given to employees and customers after a training session. Employee performance reviews can also be used to assess whether the learnings from the training were applied effectively in their interactions with customers.
  • Another effective method of evaluating training effectiveness is through measuring key performance indicators (KPIs) such as customer satisfaction, employee turnover rates, time spent on resolving complaints, and repeat business. By tracking these metrics before and after the implementation of a training program, businesses can determine how much impact it has had on their overall operations.
  • For example, one insurance company found that by investing in customer service training for all employees who interacted with customers- not just those in the customer service team- they were able to reduce customer complaints by 50%, increase employee satisfaction by 20%, and achieve a 15% increase in new business referrals within six months of implementing the program. This demonstrates how evaluating training effectiveness can lead not only to improved customer experiences but also long-term financial success for businesses.

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Are you helping them think for themselves?

Further Reading about Customer Service Training

You might also find our pages on customer liaison skills and dealing with difficult people and emotional intelligence relevant and useful.

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Customer Service Training FAQs

1. What are the benefits of customer service training for businesses?

Customer service training can help improve overall customer satisfaction, retention rates and brand reputation. It also helps employees develop better communication, problem-solving and conflict resolution skills.

2. What topics should be covered in a comprehensive customer service training programme?

A good customer service training programme should cover topics such as effective communication techniques, handling difficult customers, time management skills, empathy-building strategies and how to use technology tools to enhance improve customer service experience.

3. How often should businesses provide customer service training for their employees?

The frequency of customer service training depends on the industry and business needs; however, it is generally recommended that companies provide refresher courses at least once or twice a year to ensure employees stay up-to-date with changing trends & best customer service practices.

4. Can online learning resources be used for delivering effective customer service training?

Yes, online learning resources can be an effective way of providing ongoing support for employee learning from anywhere at any time while improving efficiency by reducing downtime or travel costs associated with traditional classroom-based instruction methods. However - e-learning may not always replicate the team building aspect of traditional face-to-face workshops so this approach may not suit everyone meaning hybrid models may need exploring if looking maximize effectiveness across teams w/ varying preferences!

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Free exploratory coaching session

The first session is free so you're not committing yourself until you're sure this training is relevant for you. You will also learn something practical you can use right away that'll help you handle a difficult situation more successfully at work.

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