If you’re a business owner, you know that a great business comes from a qualified staff. But what if your staff is well versed in your products and sales still stay the same?
You heard that customer service skills training may help, but is it really worth the time and resources?
You want your business and your employees to be known for exceptional customer service skills, but how do you go about it?
With this article, you can learn all about training your team in skills for customer service.
Why Do I Need Customer Service Skills Training
You’re probably eager to get your employees out and working.
It’s not fun feeling like you’re wasting time and resources on customer service skills training. Why can’t you just train your employees on the basic skills of doing their jobs and call it good enough?
You may not think that it’s important, or you may think that customer service skills will just come naturally. However, great customer service can raise your bottom line. Your current customers will be satisfied with your services, and they’ll recommend your business to others.
If you implement great customer service skills training in your employee orientation, your business will be a better functioning and more successful company.
Why Do People Care About Customer Service?
If customers come to your business for your products or services, is customer service really all that important?
Customers desire a seamless experience when making a purchase. They want to have all of their questions answered, feel like they are heard and respected, and know that they are getting the best deal.
While the quality of your products is important, customers will walk away satisfied if they feel like your employees treated them well.
When you train your employees on how to do their jobs, don’t forget about customer service skills training!
How Do I Train My Employees in Customer Service?
Some people are just naturally kind and helpful, but that doesn’t mean you can just hope all of your employees will flourish when it comes to customer service skills.
Take the time and the resources to implement customer service skills training into your business strategy.
Start at the beginning. When you first make a hire, make it a priority to train them in customer service right from the get-go. You don’t want to risk any bad habits sneaking in there.
Your employees should know the traditions of your company. Maybe you have a special way you like to conduct customer service for your business. Train them in the specifics of your company as well as common customer service skills.
Consider having your new employees shadow some of your more experienced ones. They’ll learn how to interact with customers and conduct business accordingly.
What Are Some Examples of Customer Service Skills?
Don’t skimp on teaching your employees the essential skills for customer service.
You probably already know the skills that are important to your specific business, but we have three areas of customer service that every employee should master:
- Answering questions
- Talking on the phone
- Focusing on the customer
By teaching these three essential skills, your customer service skills training will produce great employees and a growing business.
Customers are sure to have a lot of questions, and your employees should be comfortable answering them.
Train your employees to listen carefully to a customer’s questions and concerns. They should treat everyone as a valued customer and give them their full attention.
Employees should answer with a positive demeanor. Train them to speak clearly so customers can understand them. Instruct employees to make eye contact with the customers they are speaking with as they answer questions as thoroughly as possible.
If a customer is frustrated, train your employees to empathize with them. Customers should feel heard and understood, not like they are wasting someone else’s time.
Talking on the Phone
Many customers will call over the phone to ask questions or express their concerns.
During your customer service skills training, instruct your employees on how to have a good phone presence.
Just like in person, employees should greet customers warmly by introducing themselves and assuring the customer that they are available to help. It can be difficult to discern words over the phone at times, so employees should slow down and make sure they are enunciating clearly.
Although a customer calling in can’t see an employee’s smile, they should be able to hear it. Instruct your employees to speak friendly and confidently over the phone. This will assure customers that they are getting accurate information.
Focusing On the Customer
There’s a lot going on, and working at a bustling business can be overwhelming at times.
However, employees should not let that distract them from helping a customer.
Train your employees to make sure each customer feels comfortable by giving them their time. If a customer sees that no employee is taking the time to assist them, they will not feel valued as a customer.
You’re providing a product or service to your customers, so you want their experience to be a positive one.
Employees should be trained in providing positive assistance where ever it is necessary.
Each customer should be treated like a VIP. If they feel valued by your staff, they’ll return and give you more business as well as recommend you to others.
Stop Settling for Adequate Employees, Start Customer Service Skills Training Today!
If you’re proud of your business and the goods and services you provide, don’t let an untrained staff hold you back.
With the tips above, you can start planning for your next training session today! Whether they’re new or seasoned employees, good customer service skills will go a long way in improving your business.
Want to learn more about customer service skills? Check out 8 Best Customer Service Examples to Inspire Your Team.