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What aspects of customer service should be covered in training?
Home » Training » Customer Service Training » What aspects of customer service should be covered in training?What aspects of customer service should be covered in training?
Customer service training should teach employees how to focus on the customer’s needs and wants; in other words, how to serve the customer. One grocery store posted the following in their store: “Rule Number One: The customer is always right. Rule Number Two: If the customer is wrong, go back to Rule Number One.” Employees should learn to put the customer above themselves. Below are some possible customer guidelines to discuss in training:
Overview of general etiquette and social skills: Remind employees that much of customer service is simply common-sense people skills. Smile. Introduce yourself and address the customer respectively. Listen without interrupting. Thank the customer for anything and everything they do. Don’t address the customer as if he/she is an imbecile yet make sure they understand your suggestions. Offer to go the extra mile.
What to do if you don’t know the answer: Regardless of their intelligence or skill, all employees will eventually be in the position of not knowing the solution to a customer’s problem. In that situation, what should they do? Forward the customer to another employee? Ask for time to research the solution before getting back in touch? This can be a very tricky situation because one of the most common customer frustrations is being forwarded from one employee to the next or the lack of a prompt response. Make sure your employees know how to handle this common problem.
How to use any necessary technology: Does your company keep customer records or accounts? Make sure employees know how to access and use this information. Do you have voice-mail, caller ID, or computer programs that will be needed to serve customers? Ensure that employees are comfortable using these systems. Lost messages or accounts can quickly cause customers to feel forgotten.
How to handle problem customers: More on this below, but it is helpful to disarm a frustrated customer with understanding and patience. Allow them to vent their frustration and then do what you can to help.
In addition, it is wise to ask the employees themselves for feedback on how to best serve customers. Chances are, all of the employees have themselves been customers at one time or another. Encourage them to use their own experiences as customers to guide them in customer service—to treat others as they appreciate being treated.
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