"Do I really have to attend class? I already know how to help our customers."
That's a question many people ask when they hear they have to attend a customer service class. Of course, many people may feel that they know how to help customers, but are they truly providing excellent customer service or are they just being nice and friendly to customers?
It's important to be sure that all employees not only understand your department's level of service expectations, but can also perform the skills required to go from "friendly" to "stellar." This is where customer service training comes into play.
"So, what's in it for me?" This is definitely a thought employees may have when it comes to attending classes. Companies providing customer service training are not only investing in employees and their careers, they're also providing skills to make their job easier and more enjoyable every day-skills like building rapport, understanding customer needs, and dealing with difficult customers. Customer service classes should be positioned this way from the beginning.
In reality, the real value of customer service classes is for both employees and the company as a whole. As customer loyalty improves, as talk time comes down, and as calls are resolved quicker, company profits improve. This makes customer service training a win-win situation for customers, employees, and the company.
In addition, customer service classes offer the following benefits:
- The company can train on new service strategies and reiterate service expectations.
- Employees get fresh perspectives as they share their thoughts and learn from one another.
- Employees become energized and excited to put their newly learned skills into practice
- Management becomes aware of process and procedure problems that may be impacting customer satisfaction and handle time.
Whether you conduct your classes in a traditional classroom, via webinar, or online, remember that instead of viewing customer service training as a necessity alone, think of it as the investment it truly is.