登录查看更多内容

How do you lead customer service training activities?

由人工智能和领英社区提供技术支持

Customer service training activities are essential to help your team develop the skills, knowledge, and attitudes they need to deliver excellent service to your customers. However, leading customer service training activities can be challenging, especially if you have a large, diverse, or remote team. How do you design and deliver engaging, effective, and relevant customer service training activities that suit your team's needs and goals? Here are some tips to help you lead customer service training activities successfully.

此文章中的业界达人

由社区从 8 条内容中精选。了解更多

Johnathan D. Francis

Communications Navigator | Author | Speaker

1 Assess your team's needs

Before you plan any customer service training activities, you need to assess your team's current level of performance, skills, and knowledge. You can use various methods to do this, such as surveys, interviews, observations, feedback, or tests. The purpose of the assessment is to identify the gaps, strengths, and opportunities for improvement in your team's customer service. Based on the assessment results, you can prioritize the topics, objectives, and outcomes of your customer service training activities.

添加您的观点

Johnathan D. Francis

Communications Navigator | Author | Speaker
举报内容
The assessment of needs have also got to go hand in hand with the overall objectives of the business. Is the team performing at a level in which it is able to deliver that consistency and under the toughest situations? The gaps then can be better identified. Assessing needs alone without being able to bridge it to tangible outcomes and the bottom line is useless.

已翻译

赞
Sumon Rahman

Visual Merchandiser at Apparel Group, Expert in Retail sales growth | Store operation | inventory control | Merchandise planning | Team lead
举报内容
#Understanding of the goals and objectives of the training. Identify the specific skills and knowledge that you want your customer service team to develop. # create a structured training program that includes a combination of theoretical and practical exercises. This can involve, role playing scenarios, & apply customer service principles. # Consider incorporating technology such as online modules or simulations, to enhance the learning experience. These can provide opportunities to practice their skills in a safe & controlled environment # Ensure that the training is ongoing and not a one-time event. Regularly assess the effectiveness of the training program and make necessary adjustments based on feedback and performance evaluations.

已翻译

赞
Belinda Hill

Student at Upwardly Global
举报内容
An example is Wal-Marts morning rally or Mariott weekly meetings making sure everyone understands that CS is the whole organizations priority. Every day everytime, every client, every customer OWN the interaction from hello may I help/assist you and learn company policy to make it right.

已翻译

赞
Lionel Dawaii

Customer Service Excellence Trainer?? Elevating Workforce Performance and Success through Corporate Training ? Author?? Mastering Customer Service Excellence, The LearningEdge ? Instructional Designer
举报内容
Always engage learners during the training needs analysis process to understand where they are at and benchmark against your customer service set targets. Training needs analysis is very important as it enables you to curate training programs that will fit the learner's needs and benefit the team at large. Without assessing your team's training needs the whole training will be off-target and a great waste of resources. Analyzing training needs is quite demanding but is the best way to lay a great foundation for any training program. Sometimes trainers decide to skip this process, it is wrong!

已翻译

赞
Varisha Saleem

Training & Development Leader | Quality Assurance | Customer Success Management
举报内容
-Conduct surveys, interviews, and observations to assess team performance, skills, and knowledge. -Gather feedback from both employees and customers to identify strengths and areas for improvement. -Use assessment results to prioritize training topics, objectives, and outcomes effectively. -Tailor training activities to address specific needs identified during the assessment process. -Continuously evaluate and adjust training methods based on ongoing feedback and performance data.

已翻译

赞

2 Choose the right format and tools

Depending on your team's size, location, availability, and preferences, you can choose the best format and tools for your customer service training activities. You can opt for face-to-face, online, or blended training, or a combination of different modes. You can also use various tools and platforms to support your training, such as videos, podcasts, quizzes, games, simulations, or role-plays. The key is to choose the format and tools that match your team's learning styles, needs, and goals, and that allow you to deliver your content effectively and interactively.

添加您的观点

3 Design interactive and relevant activities

When leading customer service training activities, it is essential to design them in a way that engages your team and helps them apply what they learn to their real-life situations. To do this, you can use various techniques, such as incorporating scenarios and case studies that reflect your team's challenges and customers' expectations. Additionally, feedback and coaching should be included throughout the activities to reinforce learning and provide guidance. Moreover, collaboration and peer learning among your team members should be encouraged to foster a supportive and positive culture. Lastly, the activities should be aligned with your team's and your organization's goals and values to show the relevance and impact of customer service.

添加您的观点

Varisha Saleem

Training & Development Leader | Quality Assurance | Customer Success Management
举报内容
-Incorporate scenarios and case studies reflecting real-life challenges and customer expectations. -Provide feedback and coaching throughout activities to reinforce learning and offer guidance. -Encourage collaboration and peer learning to foster a supportive team culture. -Ensure activities align with team and organizational goals and values for relevance and impact.

已翻译

赞

4 Facilitate the activities effectively

As the leader of customer service training activities, it is important to ensure that your team learns, participates, and enjoys the process. To facilitate the activities effectively, you should set clear expectations and ground rules for the activities and communicate them to your team. Additionally, creating a safe and respectful environment for your team to share their opinions, experiences, and feedback is essential. Open-ended questions, active listening, and paraphrasing can be used to stimulate discussion and check understanding. Furthermore, managing time, pace, and energy of the activities while adapting them to your team's needs and feedback is important. Lastly, summarizing and reviewing the key points and takeaways of the activities as well as linking them to the next steps should be done.

添加您的观点

5 Evaluate the activities and follow up

The last step of leading customer service training activities is to evaluate their effectiveness and follow up with your team. You can use various methods to evaluate the activities, such as surveys, tests, feedback, or performance indicators. The purpose of the evaluation is to measure the results, impact, and satisfaction of your team and your customers with the customer service training activities. Based on the evaluation results, you can identify the areas of improvement, success, and recognition for your team and yourself. You can also follow up with your team by providing ongoing support, coaching, and feedback to help them sustain and apply their learning to their customer service roles.

添加您的观点

Varisha Saleem

Training & Development Leader | Quality Assurance | Customer Success Management
举报内容
-Distribute surveys to gather feedback on the effectiveness and satisfaction with training activities. -Use tests or quizzes to assess knowledge retention and application post-training. -Monitor performance indicators such as customer satisfaction scores or service metrics. -Analyze evaluation results to identify areas of improvement and success. -Recognize achievements and areas of excellence within the team. -Follow up with ongoing support, coaching, and feedback to reinforce learning and application. -Adjust training activities based on evaluation findings to continuously improve effectiveness. -Celebrate progress and successes achieved as a result of the training initiatives.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Belinda Hill

Student at Upwardly Global
举报内容
There are many older/senior adults that have re-entered the work place since Covid they do not understand the importance of great CS they only need a paycheck some of the lingo like Own/takeaway they do not understand teens coming into the work place have no idea about the job and being literal need to be taught everything just hiring to fill a spot and not teaching the basic Customer Service forces people to look online for everything. js

已翻译

赞

Customer Service Training

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How do you lead customer service training activities?

1

2

3

4

5

6

1 Assess your team's needs

2 Choose the right format and tools

3 Design interactive and relevant activities

4 Facilitate the activities effectively

5 Evaluate the activities and follow up

6 Here’s what else to consider

Customer Service Training

给文章评分

感谢您的反馈

更多Customer Service Training相关文章

更多相关阅读内容