Here’s how you can train your employees in exceptional customer service skills:
Establish Clear Expectations for Exceptional Customer Service
The first step to training your employees for exceptional customer service is to set clear expectations. This means clarifying expected customer service behaviours and specific goals your staff should achieve.
Make sure that everyone understands the importance of providing quality customer service and how it can benefit the company. Doing this will give your team something tangible to work toward and ensure that everyone is on the same page.
Provide Ongoing Training in Exceptional Customer Service
Customer service skills require ongoing development, not just a one-time investment. Offer ongoing training to review practices and explore new strategies for improving customer service.
Give your employees access to educational materials such as books or customer service training courses so they can continue their learning even after any induction or product training has finished.
Here are a few books that I recommend to my Customer Service Clients:
Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Reward Good Performance when Exceptional Customer Service has been met
Make sure that you are rewarding good performance by recognising those who go above and beyond when dealing with customers or those who consistently deliver great results.
Acknowledging good work helps foster an environment where people feel like their hard work is being appreciated, which in turn helps motivate them to keep striving for excellence in their customer service skills.
Final words:
Training your employees in exceptional customer service skills requires setting clear expectations, providing ongoing training opportunities, and rewarding good performance.
Investing time into training your team will help ensure that they have the necessary skills needed for outstanding customer relations which leads to greater satisfaction levels among customers, higher sales numbers, and an overall better reputation for your business.
With these tips in mind, you should have no trouble creating a team of knowledgeable yet friendly customer service pros!
If you are considering Customer Service Training, please send an email to gary@garymorgan.coach or call 020 8337 5937
Find out more about my customer service training here.
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