What skills and qualifications do you seek when hiring or outsourcing customer service trainers?

1 Communication skills

Customer service trainers need to have excellent communication skills, both verbal and written. They should be able to explain concepts clearly, use positive and respectful language, and adapt their style to different audiences and situations. They should also be able to listen actively, ask relevant questions, and provide constructive feedback.

2 Customer service knowledge

Customer service trainers should have a solid understanding of the principles and best practices of customer service, such as empathy, rapport, problem-solving, and conflict resolution. They should also be familiar with the specific needs and expectations of your industry, niche, and target market. They should be able to demonstrate how to apply customer service skills in various scenarios and use relevant examples and case studies.

3 Training skills

Customer service trainers should have the ability to design, deliver, and evaluate effective training programs that suit your goals, budget, and time frame. They should be able to use various training methods and techniques, such as lectures, demonstrations, role-plays, simulations, quizzes, and games. They should also be able to assess the learning outcomes and provide feedback and follow-up support.

5 Technical skills

Customer service trainers should have the technical skills to use the tools and platforms that are relevant for your business and your training delivery mode. For example, if you are using online or blended learning, they should be proficient in using learning management systems, video conferencing software, online collaboration tools, and other digital resources. They should also be able to troubleshoot any technical issues that may arise during the training.

6 Credentials and experience

Customer service trainers should have the appropriate credentials and experience to prove their competence and credibility. They should have a relevant educational background, such as a degree or certificate in customer service, communication, or education. They should also have a portfolio of previous training projects, testimonials, and references that showcase their skills and results. They should be able to provide you with samples of their training materials, such as outlines, slides, handouts, and evaluations.

7 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?