Customer service skills are invaluable in today’s workplace. Organizations that hope to maximize customer retention and build brand loyalty are wise to train employees on everything from the basics of representing the company in a positive, professional manner to service recovery and handling irate customers.
Customer Service training videos can improve and strengthen your employees’ customer service skills while helping to ensure that customer satisfaction is addressed both with external and internal customers. Here are 4 specific ways.
See it through their eyes.
In customer service training, it is critical for trainees to see a situation from the viewpoint of the customer. Remember Me provides this type of customer service training experience by showing the thoughtless ways one customer is treated by companies and suppliers he thought wanted his business. The video reveals that even though this customer doesn’t complain…he wins in the end because he tells others of his bad experiences. It reminds employees of the consequences of bad customer service and the benefits of leaving people with a positive impression of the company.
Be ready for anything.
Customer service is a broad training topic with many sub-categories and skillsbased solutions. The Customer Service Toolkit provides 72 situation-specific video examples that organizations in any type of industry can use to create targeted training sessions. Covering 6 customer service training topic areas (Attitude, Communication, Problem Solving, Service Recovery, Supervising a Customer Service Department and Internal Customer Service) these short videos and video clips will assist you in addressing all of your customer service training needs.
Understand how to attract and keep customers.
The Employee’s Guide to Customer Loyalty is a complete competency-building course on the topic of customer loyalty. Containing several of CRM Learning’s most powerful customer satisfaction videos, along with helpful companion materials, this course takes groups (and/or individual learners) on a journey of the skills and attitudes required to ensure customer satisfaction and loyalty: (1) Understand that satisfying customers time after time is the key to building customer loyalty. (2) Recognize the value of customers who do business with you and show your appreciation. (3) Handle upset customers in a productive, professional manner–do what you can to keep them from taking their business elsewhere.
Teach employees to work together.
Lastly, remember that internal customer service training is equally as beneficial as external training. Teaching employees to see their co-workers as “internal customers” builds a more cohesive unit with individuals working towards the same common goals. We’re on the Same Team, Remember? uses a compelling story to illustrate the importance of team communication, accountability and collaboration. It shows that when employees are responsible and accountable to one another, and when they commit together to satisfying external customers, the organization is more successful overall.
Customer service training videos can generally be purchased on DVD or Flash Drive, with corresponding workshop materials, for use in the classroom. Or, they can be delivered online to the classroom or to individual workstations (for self-paced learning). Video-based training offers great flexibility while also ensuring that all trainees see the same examples. It is a terrific way to meet customer service training requirements and increase customer loyalty.