Customer Service Training Topics

20 Training Ideas for Effective Customer Service

WebMar 16, 2023 · Updated March 16, 2023 Customer service is what holds many corporations together and allows them to succeed. Possible benefits of having a proper …

1. Company’s core values. Building foundational knowledge of your company’s core values is an essential customer service training topic, whether for onboarding or even as refresher training.
2. Product training. Product training is another important customer service training topic that will provide your customer service representatives with core knowledge so they can properly assist customers with any kind of concern and avoid providing bad customer service.
3. Active listening. Active listening is a skill that enables your customer service representatives to fully pay attention to a customer without interrupting before thoughtfully responding.
4. Empathy. Empathy is the ability to recognize and understand problems and pain points from the customer’s perspective. By including this customer-centric topic in your program, you’ll be able to develop interpersonal skills among your customer support and customer success teams in tuning in to verbal and non-verbal cues of customers, as well as validate their feelings, worries, and frustrations.
5. Effective Communication. Effective communication entails written and verbal communication skill that enables your customer service representatives to deliver the right message to your customers in a clear way, and with proper tone and delivery.

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10 topics to include in every customer service training manual

WebApr 3, 2023 · Some of the most popular options are: Online customer service courses Webinars and QA sessions In-person service training workshops Customer service …

1. The importance of customer service. One topic that every customer service training manual should cover is the importance of customer service. The goal is to inform every customer service rep and show them how their role impacts the success of your business.
2. Policy for customer service interactions. Your customer service training manual should also touch the standard process for interactions with customers.
3. Different verticals and industries. If your company spans across multiple industries, it’s worthwhile to feature different sections in the customer service training manual for each one.
4. Definition of service. Every company defines customer service differently. It’s important that you include a definition of how your company defines customer service to keep your people on the same page.
5. How to take a customer-friendly approach. Your customer service training manual template should emphasize a customer-friendly approach for customer service procedures and processes.

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