10 Customer Service Training Tips DIGITAL MEDIA MARKETING MBE 1. Clearly define customer service training
ment. Today it is understood that
goals
people constitute one of the great
Keep in mind your main goal when
strategic differentials of a business.
reflect on your customers' experience. 4. Provide the tools you need and conduct training on how to use them for customer
conducting customer service training. Identify the results you expect and use
Increasingly, factors such as IQ or
service.
them to focus your training.
extensive technical knowledge must
Provide the resources your employee
give way to Emotional Intelligence
needs to serve your customers well
For example, if you run a restaurant
Quotient (EQ) and so-called soft skills
and teach them how to use these
franchise, you expect your customers
- skills that foster good relationships
tools. An example is the sales
to be well received on entry, orders to
with others.
consultant who goes out in the field
be delivered according to the quality
most of his workday. A smartphone
standards and customer choice, and
3. Clearly communicate your expectations
will facilitate prospecting and communi-
any issues to be promptly resolved as
Don't assume that everyone knows
cation with customers and headquar-
per House policy. Clearly identifying
what you expect in terms of service
ters.
what results you expect will make your
and standard of care. Be very specific,
training more effective.
mentor your new employees by letting
Provide the tools and train your
them know what you expect.
employees to make the best use of
2. Train your team not only technically
them.
The maxim "professionals are hired
In your Onboarding process, be sure
for their technical skills but turned off
to include training that makes these
5. Set boundaries and show flexibility
for behavioral problems" has never
issues clear. This helps engage
Setting boundaries is important so
been so evident. This statement
employees from the outset to provide
that employees know what practices
reflects a change in business manage-
efficient service. This, of course, will
they can follow to meet customer
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MBE BUSINESS MAGAZINE FEBRUARY / MARCH 2020
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