Great customer service is accomplished through a combination of skills development and real-world experience. Unfortunately, it is not unusual for the customer service team to have received insufficient training for some of the challenges they must deal with in their role. These representatives are often called upon to defend company policies that are difficult to understand, much less support. And they must learn how to deal and appease unhappy (and sometimes angry) customers.
The quality of your organization’s customer service can have a significant impact on the success of your business. A bad customer service experience can lead to unfavorable online reviews, negative word of mouth, and excessively high rates of customer complaints. In contrast, each positive experience, can help to increase sales, enhance customer loyalty, and help to ensure the ongoing success of your organization.
The Benefits of Customer Service Training
If your organization is considering the development of a training program for your customer service representatives, here are some of the benefits you can expect:
Increased Revenues
Customers who have a positive experience with your service team are more likely to continue to spend with your company. Simply put, great customer service translates into increased sales and profits. And the most effective way to ensure a high level of customer service is to provide your employees with essential and relevant training.
Greater Customer Loyalty
Each positive experience your customers have with your organization will help to fuel their loyalty. This is especially true in their customer service interactions. Most business professionals understand that your existing and happy customers are your best sources for future company revenues. Ensuring their happiness through customer service training is likely to deliver great returns.
Increased Employee Retention
The data shows that employees who participate in work training not only perform better in their roles, but are far less likely to leave your organization. Lower employee turnover rates mean a significant decrease in employee onboarding expenses. And retaining your top talent allows you to provide first-rate service to loyal consumers.
Talent Identification and Development
Through employee training, your company is better able to identify those workers who show promise to make long-term contributions to your organization with increasing responsibilities. Your training programs allow you to get to know your staff better to help ensure that promising talent is not lost, but instead groomed for future management roles.
eLearning for Customer Service Training
As online technologies continue to evolve, eLearning has emerged as the preferred method of customer service training in many organizations. If your company is considering the development of an eLearning program for customer service training, some of the benefits you can expect include:
Cost-Effectiveness
With eLearning, you reduce or eliminate many of the costs associated with classroom-based training, such as travel, venue and instructor fees, and catering. And with eLearning, your employees can conduct their training activities after hours, so there is no lost productivity cost.
Convenience
eLearning provides a convenient alternative to classroom-based training as it allows your employees to conduct their training activities in a place and time that is convenient for them. All that is required is an Internet connection (and some training can even be accomplished offline).
Self-Paced
eLearning eliminates the challenge of making all employees learn at the same pace. With eLearning, each employee can set their own learning pace and easily go back and review materials a second or third time, if they need to. This increases each employee’s chances for success and provides for a better learning experience.
Measurement
Most eLearning platforms allow you to capture critical data regarding learning performance. This information can then be used to help revise and improve your training program over time.
LMS Portals for Customer Service eLearning
LMS Portals provides a powerful cloud-based platform that allows you to build and manage your customer service training program within a branded eLearning portal. The system allows for the fast and easy creation and delivery of learning content and can incorporated into your existing web infrastructure under your own brand.
Contact us to get started today!
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