What are the most effective customer service training practices for ISPs?

1 Know your customers

The first step to delivering great customer service is to understand your customers: who they are, what they need, what they value, and how they communicate. ISPs should conduct regular surveys, feedback sessions, and data analysis to gain insights into their customer segments, preferences, and satisfaction levels. They should also train their staff to ask the right questions, listen actively, and empathize with the customers' problems and emotions.

3 Know your processes

The third step to delivering great customer service is to know your processes: how to handle different types of inquiries, requests, complaints, and escalations. ISPs should establish and document clear and consistent customer service protocols, policies, and procedures, and communicate them to their staff. They should also train their staff to follow the processes accurately and efficiently, using the appropriate tools and systems, and to adapt to changing situations and customer needs.

5 Know your goals

The fifth step to delivering great customer service is to know your goals: what you want to achieve, how you measure your performance, and how you improve your results. ISPs should set and communicate SMART (specific, measurable, achievable, relevant, and time-bound) customer service goals for their staff, such as customer satisfaction, retention, loyalty, and referrals. They should also train their staff to monitor and evaluate their progress, to seek and act on feedback, and to celebrate and reward their achievements.

6 Know your culture

The sixth and final step to delivering great customer service is to know your culture: what values, beliefs, and behaviors define your organization and your customer service team. ISPs should create and maintain a positive and supportive customer service culture, where staff share a common vision, mission, and purpose, and where they respect, trust, and appreciate each other. They should also train their staff to embody and promote the culture, to collaborate and learn from each other, and to have fun and enjoy their work.

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?