Irrespective of the scale of business or the industry you are in, one thing is constant – the severely competitive nature of the modern business environment and the increasing importance of customer service management. Customer has become the center of every business activity. Acquiring more customers, keeping them satisfied and obtaining their loyalty for long can make any business profitable.
Irate Customer means loss of business.
Customers know their stature in the business. They have high expectations from businesses and when these expectations are not met, they get irate and complain. In the age of social media, customers can even vent out in public, post negative reviews and damage the brand’s reputation. Keeping the customer satisfied is no longer a task, but a business goal.
In modern organizational architecture, customer support and service has become a separate business unit. Large organizations have set up separate physical offices to serve customers, and in some cases, they outsource this department to other skilled companies.
Training is the key!
The prime source of customer satisfaction is the speed and care with which complaints are handled by the Customer Service Representatives (CSR). Therefore, it is imperative to train the CSRs of an organization to deliver high quality and consistent service experience to their customers
To make them proficient in customer service, CSRs need to be trained on several aspects such as:
- Product Knowledge
- Communication Skills
- Empathy with Customers
- Customer Handling Skills
- Knowledge of CRM Tools
Traditionally, classroom-based training has been the prime mode of training for customer service employees. However, for a large audience and with so much to learn, classroom training is not the most scalable and sustainable training solution. Additionally, there is a risk of inconsistent messaging and teaching styles of instructors. So, organizations switch to eLearning delivered through a suitable Learning Platform, mostly because of the distinctly competitive advantages offered by digital learning solutions.
Digital learning solutions are highly scalable and can be made as engaging as one wants them to be. Rapid authoring tools such as Articulate and Captivate or custom solutions based on HTML, offer hundreds of interactivities in the learning material that can keep the learners immersed.
The broad variety modalities like game-based learning, infographics, videos, business simulations, VR/AR solutions and technologies like AI can deliver personalized learning to meet the cognitive style of learners.
Whether it’s a basic training like Telephone Courtesy or intermediate training like Handling Objections, eLearning can be designed to meet any type of customer service training requirement. [Link: http://tdilearning.com/solutions/customerservice]
Is Digital the only way?
In today’s scenarios, it is the preferred mode of training. Customer service is a dynamic field, and it requires lots of skills, competencies & knowledge before one can make a customer happy. Organizations must blend various modalities like Classroom training, eLearning solutions, mentoring, coaching in different proportions to achieve their goals.