The importance of customer service quality has become a worldwide trend. 82% of companies consider a high level of service to be the main indicator, which allows them to outstrip competitors. 77.5% of companies have recognized customer service as a strategic factor that affects profits (according to the benchmark report for 2016, Dimension Data).
Customer service is a complex process, the quality of which is affected by many variables. In this article, we present 10 customer service training ideas & activities to improve the quality of the tech support in your company.
1. ARRANGE CONTINUOUS TRAINING FOR EMPLOYEES
Clients come to the company in order to satisfy their needs. As a rule, they expect qualified assistance, efficient advice and, of course, respect from the staff. Unfortunately, educational institutions do not give such knowledge and skills. Therefore, employers have to train their staff on how to provide excellent service.
In order for the quality of services to be at a high level, your staff needs excellent product knowledge, sales techniques and general principles of customer service.
With a regular attendance of training events, your employees’ motivation will increase, and they will “get infected” with new ideas and approaches. Over time, when they begin to apply the acquired knowledge, they will be more confident in communicating with clients, show themselves as professionals, improve their performance and, accordingly, the company’s profits.
2. EVALUATE THE QUALITY OF SERVICE RENDERED BY YOUR COMPANY
Any improvements in the tech support are impossible without an analysis of the current state of affairs. Marketing research helps to learn the present service quality, to know the expectations of your clients, to assess their level of satisfaction and loyalty.
As for training activities, conducting a “Mystery Shopper” research allows evaluating the quality of customer service, employee honesty, their sales techniques, stress resistance, etc. In order to assess the managers of online stores, you can use the “Mystery calling” method. In addition, such research is suitable for checking employees of call-centers, technical support, reception managers and more.
Quality of tech support and customer satisfaction are two sides of the same coin. To measure client satisfaction, you can use the Customer Satisfaction Index (CSI).
The NPS (Net Promoter Score) system allows you to identify the number of supporters of the company (clients who are willing to recommend you to their friends and acquaintances), neutral consumers and critics. An open clarification question in a questionnaire will reflect the reasons for satisfaction or dissatisfaction with a product. The answers received could give you new ideas for improving your business.
You can start improving the quality of customer support right now by creating a perfect text for your email campaign with professional essay helper. Write ten clients and find out how satisfied they are with your company on a scale of 1 to 10. Get feedback and work on improvements.
3. HIRE THE RIGHT PEOPLE AND LET THEM LEARN THE COMPANY’S VISION
Technically, a company is all about its personnel. It is very important to hire people with the same values and views in order to realize the mission of the company.
The labor market has enough qualified personnel. However, how suitable are they for your organization? Recruiters face a difficult task: they need to find a person who will fit into to an ecosystem of the firm while possessing the necessary experience and knowledge. In this regard, you might want to read this article to learn about self-presentation tactics you need to look for in your prospective employees.
4. INVEST IN NEW TECHNOLOGIES
Create a user-friendly website, implement live chat for customer support and be sure to take care of its mobile version. According to some forecasts, by 2020, there will be 6.1 billion smartphone users in the world. A lot of clients will look for information on your company and order goods or services via their mobile device. Develop an application in which, a client will be able to interact with your company’s services easily.
5. EXPAND THE RESPONSIBILITIES OF YOUR EMPLOYEES.
An expansion of employees’ responsibilities is all about the elimination of the reasons that prevent them from performing their work more efficiently. This is especially important for account managers.
By giving your employees the opportunity to make their own decisions, you reduce the bureaucratic chain along with the waiting time
6. BE AVAILABLE FOR THE CLIENT AT ALL TIMES
Staying in touch with clients is the greatest skill. If a client is calling you at any time of the day, you need to pick up the phone no matter what. Remember that everyone has their life rhythm and their schedule may not coincide with the lunch break in your company. In such a case, it would be appropriate to have an employee on duty who could always answer the call
7. BE HONEST
Here are some more customer service tips.
Honesty is a virtue at all times, and when it comes to relationships with clients, it is no exception. If a company plans to build long-term relationships with its consumers, then it should establish transparent and understandable “rules of the game” alongside with empathy training activities.
Therefore, you should not say no to a project if it is not within your area of competence. In addition, you need to learn to recognize your mistakes, as this will show that you are learning but not chasing money
8. EDUCATE YOUR CLIENTS
Modern communication channels allow keeping in touch with your clients. Messengers, social networks, corporate blogs, webinars, live master classes allow you to move from monologue to dialogue with a client. Educating clients means killing two birds with one stone and this is the perfect idea customer service.
Firstly, through articles, useful advice, information about new products and the features of the product/service, you will be able to educate consumers. You will begin to speak with the client in the same language, and it will be easier for you to communicate why it is necessary to do one thing or another.
Secondly, educating your customers is also one of the sales techniques that will provide you with loyal customers. This method is suitable for services with a long sales cycle in the B2B segment. At the first stage, you conduct a master class with coffee breaks and handouts; webinar or skype-cast. At the second stage, you start selling the main products – in the eyes of clients, you are already an expert, which means that you can be trusted
9. TAKE CARE OF THE CLIENT’S COMFORT
Quality service is a combination of customer service training activities, rules, mechanisms, and attributes that affect customer satisfaction. Therefore, you need to make sure that your customers feel utmost comfortable when dealing with you.
10. COME UP WITH A CONVENIENT SCHEDULE FOR THE CUSTOMER YOUR EMPLOYEES.
The life of people in big cities is very diverse so you should study the lifestyle of your target audience and its habits. And, if necessary, make sure that your branch, shop, etc. work on the weekend or until 10 PM, for example. On the one hand, it is good for the client, but it is tough for employees. To ensure that work in late hours or holidays does not affect the quality of service, provide employees with a convenient work schedule, and a sufficient number of days off.
Summarizing the above recommendations, you should do the following:
- Study your target audience. Analyze its habits, lifestyle, needs, expectations when searching for an idea customer care.
- Qualitative and quantitative marketing research is the source of primary information about your customers.
- Develop improvements based on the findings. And, of course, implement them.
Good luck to you! Remember, only high-quality service can make your customers fall in love with your company.
Robert Everett is a senior customer support specialist with years of experience in the management field. He is also on https://twitter.com/edu_birdie helping college students with marketing/sales-related academic papers.