Customer experience management training plays an important role when it comes to acquiring new customers. It is perhaps one of the most considerable thing that a company needs to follow throughout its existence. Apparently, satisfied customers are those who are well handled by the team of customer service and this feeling of satisfaction have them stick around for long. According to a recent survey on call centers, about 83% of people agreed that they will be happier to buy from a company that has its own dedicated department of customer service.
Now, just having a call center is not enough. If the staff at your call center is not well trained, they won’t be able to handle customers issues in an effective and resolute manner. So, what are the practices that you must follow for customer experience management training.
Customer Experience Management Training – Best Practices
1. Teach To Build Relationships
Best-in-class companies are known for having excellent customer service staff that have the ability to solve problems. But, seldom people notice that these companies train their staff to build relationships while resolving problems. Unless and until the customer service staff will not understand the significance of building relationship, you customers will not feel an inch before hopping to another brand or company. Building relationships is all about building lasting relationships with customers.
Truly, customers just like to get what they want, but they appreciate even more if they get something additional. Offering bonuses or sharing some suggestions on products bought by your customers will help you customer service department to build a good rapport everytime someone calls.
Contact centers often emulate this particular approach by using analytics based cross sell marketing programs. These involve using real-time data, as well as historic to proactively suggest products and services that customers may be interested in.
2. Integrating Support Channels
New consumer technologies can make a huge difference in making the delivering consistent and this is even more important for customer support. As you train your team to deliver consistent results with traditional set ups, it is also important to help them understand that achieving same results with different platforms is also important. You can add SMS, video chat, text chat and other mobile platforms to make the delivery process quick and quiver. It is also important to keep a tab on all of them. Cross-channel integration may seem overwhelming, but the alternative is inconsistent user experience, and thus regular monitoring is very important..
3. Developing Habit To Work In Real Time
According to market experts, consumers often overwhelmingly end up trying to get in touch with live agents and feel satisfied only when their query is resolved through live interaction. When it comes to training and development, it is important for employers to focus more on real time training. Employees should be taught to talk to customers in real time and handle queries in least possible time period. It will not just boost productivity, but also ensure that the company gets a high number of satisfied customers in terms of resolution through live interaction.
4. Coach To Perform
Agent performance is the core foundation of good customer experience management training. Coach your agents to provide specific feedback and invest as much as you can in next-generation training tools to make sure you get the most from your employees. Reward your best performing agents and plan out some encouraging measures for those who under-perform or finding difficulty to touch the mark. Knowing that long-time employees are more capable of providing better support, it is important to direct aims to keep those employees happy and an ongoing coaching seems to be the best approach.
5. Empower & Engage Employees
During customer management training, it is important to create a culture where employees can feel comfortable and do not hesitate initiating conversations. Train your employees to listen to customers before answering the questions. Help them learn to answer as fast as possible. It gives your customers the confidence that their query is being resolved by someone who has in depth knowledge of the product and service involved. After all that training, you can trust your employees to do right for the customer. Your employees should not depend totally on scripts, but work on the basis of their instincts.
6. Focus Metrics On Customer
How to measure success? Make sure you don’t reward your employees on the basis of just speed, but also the way they resolve queries. Reward them for successfully resolving customer issues in the very first call and score them on the basis of high customer satisfaction. Your employees’ number one gap should be to provide your customers with outstanding customer service. Set both personal and professional goals as high as possible, but also make sure that they are achievable. Help your employees to make use of their best judgement. There is always a room for simplification and focusing on key performance should have come indicators for customers as well.
7. Start From The Top
Customer experience management training must start with the CEO. A good customer experience should comes from a company that is focused on delivering from senior managers to the agents in the front line. It is crucial to link every metric of the company initiatives to help your agents understand how they can fit themselves into the big picture. Companies like Amazon consistently receive immense accolades for their best quality customer service. Interestingly, it is always more about personalized experience, fast shipping and painless purchasing.
8. Deliver Actionable Data For Decision Makers
In order to ensure that the all the departments of your company are on the same page, make sure you share contact center reports, along with customer satisfaction score of the entire company. After all, the major goal of your training program should be customer satisfaction. The investigation team of your company should make use of this data and plan better training modules for the betterment of the department.
While technology is changing day by day, and new generation is taking place, it is important to see market with different perspectives and base the foundation of customer experience management training.