About This Chapter
Customer Service Training & Skills - Chapter Summary
The lessons in this chapter are designed to provide insight into training strategies your employees can use to improve their customer service team. Managers and team leaders can learn the following:
- Various methods used to train employees
- Ways team leaders can coach customer service skills
- How to cross-train employees to improve internal customer service
- Why the standard operating procedure is important in customer service
- Steps for resolving customer service complaints
- Suggestions for showing appreciation to loyal customers
- Setting team objectives and goals
- The goal-setting theory in management
- Customer service goals
You can incorporate the lessons into your corporate training sessions to ensure managers and team leaders have the skills needed to train employees on customer service. Self-assessment quizzes and a chapter exam are available to help you gauge how well they comprehend the lessons.
How It Helps
- Strengthens customer service: Using these lessons can help your employees become well trained and skilled at customer service, strengthening their interactions with your clients.
- Improves leadership qualities: The lessons provide your managers and team leaders with skills they can use to train your employees, and ultimately become quality leaders in the workplace.
- Enhances your business: As your employees learn how to better interact with customers, they can learn their needs then provide this information to your company, improving your products and services.
Upon completion of this chapter, your managers and team leaders will be prepared to:
- Explain the different methods that are used to train new employees
- Share ways team leaders can coach members of the team to use communication skills that ensure customer satisfaction
- Define cross training and discuss ways it can be used to improve customer service between colleagues
- Share the importance of standard operating procedures as they relate to customers
- Describe how you can turn a complaining customer into a huge fan
- Provide ways your company can show its appreciation to loyal customers
- Know how teams set goals and objectives
- Define the goal-setting theory in management
- Recognize examples of strong customer service goals
1. Setting Team Goals & Objectives
The goal-setting process can be more effective when team members are involved and SMART goals are used. This lesson will explain these factors and offer some tips on how to successfully approach the goal-setting process.
2. Goal-Setting Theory in Management: Definition & Examples
This lesson provides an overview on how to set goals both personally and professionally. We'll learn how goals propel us toward our individual and organizational targets.
3. What are Customer Service Goals? - Definition & Examples
Customer service is the most crucial aspect of any business, company, or employer. In this lesson, you will learn what customer service goals are, how they are formed, measured, and why they are so important.
4. Methods for Training Employees: Mentoring, On-The-Job & Job Rotation
There are several different types of training methods used to acclimate an employee to a new job or even to a new position within his current organization. In this lesson, we'll discuss several different methods, including on-the-job training, job rotation and job mentoring.
5. Coaching Customer Service Skills: Role of the Team Leader
As a leader of a customer service team, you must have a clear understanding of the communication skills required to provide good customer service. We'll discuss some concepts that are essential to promoting clear communication within the customer service industry in this lesson.
6. Cross-Training Employees to Improve Internal Customer Service
Cross-training is one way to improve internal customer service. In this lesson, we'll discuss how cross-training can make a difference in your organization and how your employees serve one another as customers.
7. The Importance of a Standard Operating Procedure in Customer Service
Have you ever called a company and realized every person you spoke with gave you different information? Creating standard operating procedures is a method used to create consistency. Learn how this also increases employee and customer satisfaction in this lesson.
8. Resolving Customer Service Complaints
Turn your complaining customers into raving fans! Use the examples, suggestions, and steps in this lesson to create a plan to resolve customer service complaints.
9. Practical Application: Addressing Customer Service Complaints
No matter what line of work you're in, customer complaints are part of the game. How you handle them, however, often makes the difference between keeping and losing a customer.
10. Showing Appreciation to Loyal Customers
Keeping your customers happy and having them return again and again is one of the greatest challenges (and opportunities) of a business. This lesson offers some suggestions to show appreciation to loyal customers.
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