Your customer experience team needs training. How can you ensure they get the best?

More important than assessing current CX skills, it's important to understand the SLAs and the quality/level of support that is promised/expected from your customers and work backwards from there. Leaders and management often flag poor training for poor performance, but experienced effective Support/CX leaders are able to funnel SOPs and flag problems from current capabilities and uplevel accordingly. Once the issue is diagnosed from an offering level, then you can double-click into the agent/CX operator-level. If you have a large staff coverage, consider repositioning the staff to their strengths and shadowing more effective members. You're able to make these assessments from analyzing ticket and previous customer interaction data.

The 3 top key strategies to ensure your customer experience are 1- Customized Training programs 2- Multi-Method training approach 3 Continuous Learning and Evaluation Combining this, you can ensure that your customer experience team receives the best training to deliver exceptional service.

To understand what training is required for the team, you need to first assess the team's current CX skills. Having 1-1 conversations with each member of the team and the team as a whole will provide great insights. If metrics have been established, analyzing where the gaps are in the team's skillsets or knowledge can provide additional data. Measure the skills sets and gaps against team OKRs as well as company goals to identify where the improvements can be made.

Something that is often overlooked is identifying for skills needed for the job. Once you have identified, you can then start your assessment process. Many times, we hear that employees need training in X. Without doing a skills gap analysis, you won’t know if you are addressing the root of the issue. Once you do this, you can identify what training is truly needed to deliver the expected outcomes.

Elevating the capabilities of your customer experience team requires a holistic training approach integrated into a comprehensive training ecosystem. This contribution explores the significance of seamlessly incorporating customer experience training into the broader learning framework. By establishing a logical progression and integration with other relevant training modules, organizations can ensure that their customer experience team receives the best training. This approach not only fosters skill development but also enhances overall team efficiency and effectiveness in delivering exceptional customer satisfaction.

In my experience, providing customer experience teams with comprehensive information is crucial to empower them in independently resolving customer issues. Training should include handing over a robust knowledge base that includes detailed product/service information, troubleshooting guides, and FAQs. Implement regular updates to keep the team informed about any changes or new features. Encourage a culture of knowledge sharing within the team, promoting collaboration and peer-to-peer support. This not only enhances efficiency but also boosts the team's confidence in handling a wide range of customer queries without frequent reliance on higher-ups.

My point of view is little different when you talk about training your employees. First thing you should do is analyse your workforce and divide the training respectively, means few should be trained for the new customers and mostly for the existing ones and this can only be done when you have a good eye of analysing your employees on their skills. Everyone can get the customer satisfaction from existing users but only few can satisfy your new customers.

Before you get started you need to know what you want to train your people on. What are our challenges in CX? Once that’s defined, sit down with the team to set goals and objectives and see who is going to pick up which side of the challenges. Based on that, provide tailored training. Not everyone needs/wants the same training so be flexible if possible!

Let's define who we are and how we sail. Together, you paint a vivid picture of your brand's horizon: "We're not just helping customers; we're their lighthouse, guiding them through foggy waters." Your values become the compass: empathy, innovation, and responsiveness. Next, you draft the map—a customer service mission statement that reads like an adventurer's creed, core principles that serve as the wind in your sails, and a style guide that ensures everyone speaks the same navigational language.

Conduct a comprehensive onboarding training for your team by ensuring they understand the tools and systems they'll use Daily. In-depth product training is also crucial. Provide ongoing training sessions to sharpen their skills in areas they need to improve.

Choosing the right mix of training methods is key to ensuring that the team (and members of the team) get the most out of the training, stay motivated and ready to learn. Blended learning styles help when members of the team have different preferences for learning. If you want to keep the team engaged and challenged, make sure you know what learning format each member is comfortable with and provide the same training using those different methods.

To keep the team engaged, avoid the same old repetitive training. Recognize each team member's strengths and weaknesses, tailoring training accordingly. Mix it up with a blend of traditional and interactive methods—online courses, webinars, workshops, coaching, and mentoring. Don't forget personal and professional development. Encourage cross-departmental learning, like attending sales and marketing training, to foster better communication. The goal is to keep the CX team motivated, challenged, and engaged without overwhelming or boring them

Your CX training strategy has to include - multiple channels (example: online, in-person etc) - multiple modalities (example: hand-on simulation, knowledge articles) - allow for training on the job as well as immersive dedicated training - include a plan for ongoing feedback and improvements Your training strategy and knowledge strategy have to work hand in hand with the CX deliver organization and the right organizational MBO, metrics and incentives have to be put in place to encourage a culture that embraces knowledge, growth and continuous learning.

Let's mix it up. You recognize that your team is a mix of gourmet learners, fast-food enthusiasts, and everyone in between. You start with online courses as the main dish, spiced up with interactive webinars. Workshops serve as the hands-on experience, while one-on-one coaching adds a personal touch. Role-playing and simulations are the side dishes, making the learning process fun and engaging. And for dessert? Gamification, turning challenges into exciting games. ou carefully plan the servings—bite-sized sessions sprinkled throughout the month, ensuring no one gets too full or loses their appetite.

Training is where teams of all sorts learn the skills necessary for the "game" and get o practice them until there is some "muscle memory" of what is needed and at what time. The best ways I have found to train involve storytelling, interactive team activities, and activities that involve movement. Gamifying makes it fun and memorable, but it's not always possible.

Adaptar o treinamento às fun??es individuais e níveis de especializa??o garante que cada membro da equipe receba informa??es e habilidades pertinentes ao seu papel, resultando em uma equipe mais eficaz e centrada no cliente. Afinal, a excelência em CX come?a com uma equipe bem treinada e flexível.

Customer experience training shoud be focus on real-life scenarios, challenging situations, understanding different personalities, analyzing case studies, and learning how to effectively handle customer feedback.

Let's make it real. You gather stories from the trenches—how D navigated a tricky refund request with empathy, or how C turned a complaint into a compliment with quick thinking. Each story is a lesson, tailored to the unique roles within your team, from rookies to veterans. Your training becomes a collection of chapters, each dedicated to mastering the art of dealing with a spectrum of customer personalities and scenarios. "This isn't just training; it's storytelling," you remind the team, providing them with a toolkit not just of policies and procedures but of lived experiences and proven strategies.

To ensure that our team receives the best customer service training, I strongly believe that we need to identify areas that need improvement, define specific learning objectives that align with our team's needs and overall customer service goals and select the most effective training method. Some options are, in-person workshops, online courses, role-playing exercises, on-the-job training, or a combination of methods.

Being able to improvise on the spot during training is essential. You can adapt immediately when you see you are losing the audience. In preparing for the training, have a few activities, all kinesthetic (most learners are kinesthetic), for each of the main points. That way you don't continue doing something that won't land well. Take detailed notes of the session for future trainings of what worked, what didn't, and why.

Let's see how our show's been received. You spot patterns: "Ah, our chapter on handling difficult customers has been a hit, but our segment on technical troubleshooting needs more depth." Armed with insights, you're back at the drawing board, tweaking the script, adding new scenes, and sometimes, re-casting roles to better suit the narrative. This isn't a one-time show; it's a series, each season better than the last, refined through the lens of real-world performance and audience reaction. "Our goal," you remind the team, "is not just to perform, but to captivate and grow with every act." Your training program becomes a living, breathing entity, evolving with each feedback loop, ensuring your team is not just trained but transformed.

In order to measure and improve the training, always ask for feedback. This can come in the form of 1-1 conversations or even surveys/ratings. Analyze the feedback and make improvements as necssary. To gauge whether the training was sufficient, having quizzes or tests at the end of training can show who on the team understands the material and who needs further coaching.

One thing I have learned is to ASK those that require training what THEY feel the training should involve. Do a pre-training survey, do your analysis on results, then build a program that fits the ASK. Not a one fits all approach.Training should be a 2 way street. In terms of measuring success, well the proof is in the pudding.Happy customers, happy team= happy life??

Defining Your Goals and Metrics: Start with your CX goals: Align training goals with overall business objectives, like increasing customer satisfaction, loyalty, or retention. Choose relevant metrics: Track progress with metrics like Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, or employee engagement surveys. Collecting and Analyzing Feedback: Gather feedback from multiple sources: Use post-training surveys, customer interactions and team leader observations. Analyze feedback: Identify areas of strength and weakness in the training program and how they impact actual CX outcomes.

As well as the core CX competencies, equally important for a CX team is, for example, their ability to win over sceptical stakeholders; to be a 'leader' of their band of CX champions; to speak about CX with credibility at the highest levels in the organisation; to flex the narrative to help others achieve their objectives; to communicate with, and seek the views of, others in every corner of the organisation. The list goes on. A CX team cannot operate effectively on its own so where it doesn't come naturally, training in stakeholders management and internal comms is a top priority.

Three main pivots are to be identified and as such to be planned for in terms of the CX team training and development A- The org. CX maturity level B- The CX team members experience level, exposure and background C- The CX engagement and Governance roles defined for the org. And as such - not necessarily - one or more training program or sometimes exposure program or in other times educational plans In specific setup, an executive CX educational program was delivered by myself personally to align executive on the scientific management and leadership on CX! In a different instance, another program has been tailor made for board members even A complete map is to be plotted, planned and monitored for further advancement of the CX role

Identify the area of interest (Focus for training), this can be referred to as a pre training survey. Develop a training, improvement and feedback plan. Conduct quizz after the training, introduce improvement plan eg "Peer to Peer"(where you allow the ones that are not doing so great to learn on the job by seating close to those that are doing greatly). Personal Coaching. Periodic review to address feedbacks.

Lots of focus is given to the technical aspects of Advisor training but often the human connection and empowerment of Advisors to simply do the right thing for Customers and drive towards improved first time resolutions is overlooked. Through a combination of a new commercial mechanism focused on payment for first time resolution contacts only (we don't pay for repeat contacts within 35 days), which in turn has driven a different focus into the contact handling carried out by our partner teams we have seen improvements in Advisor e-NPS and better first time resolution rates for Customers.

I love this quote from — Michael Jordan “You can practice shooting eight hours a day, but if your technique is wrong, then all you become is very good at shooting the wrong way. Get the fundamentals down and the level of everything you do will rise.” It proves that everyone needs 2 things. No 1 guidance on how to do things. No 2 is the consistency part, which is on the person i.e. how hard he wants that particular thing.