So, you’ve chosen an LMS for your customer service team. You plan to create the most effective learning courses you can. You want every single frontline employee to grow into a master of outstanding service.
Sounds overly ambitious? Not at all. With the right LMS and learning courses, you can help your customer service team develop new skills, drive brand loyalty and achieve better consumer satisfaction than ever.
But what are the most important learning courses?
#1. Soft Skills
Soft skills are crucial for any good customer service agent. Here are the most important ones:
- ability to work well under pressure
- independent working
Each of these has its place in a customer service-focused environment. No matter your products or services, your consumers have higher expectations than ever — and a survey shows 26 percent would stop buying from you after just one negative experience.
Learning courses covering soft skills will help employees understand customers’ perspectives better, make them stronger listeners, boost engagement and help achieve a higher standard of service overall.
#2. Rejection Handling
Rejection is an unavoidable part of customer service. Even the biggest brands have to deal with it. But your employees may lack the skills to actually handle rejection well, leading to stress and frustration.
They might feel as if they’ve let the business down or can’t do their job properly if a customer says no or even ends an interaction prematurely. Learning courses in rejection handling should be focused on recognizing that some customers just can’t be engaged or persuaded.
Help employees see rejection is professional rather than personal. Educate them to remain professional and positive even when interactions don’t go the way they want them to.
#3. Working with KPIs / Metrics
Quality assurance reveals flaws in your customer service through evaluating performance. How are employees representing your brand? What mistakes do they make that anger customers?
KPIs / metrics are pivotal to any effective QA program. Customer Satisfaction Score, Average Handling Time, Call Abandonment Rates and others allow for easy measurement of workers’ performance during interactions. And it’s essential to educate them on what these KPIs / metrics are and why they matter.
#4. Communication Skills
While communication is a soft skill, it’s obviously fundamental to great customer service. That’s why your LMS should feature in-depth learning courses covering the proper way to deal with people according to your business’s goals, values and expectations.
Perhaps research reveals your customers respond well to a specific tone or interaction structure. Maybe your employees’ performance reviews indicate they’re struggling to engage people at the beginning of a conversation, leading to high abandonment rates.
Whatever the issue, developing learning courses focused on effective communication can minimize the risk of losing customers. 75 percent want consistency across all channels (live chat, phone calls, email etc.) — and if they don’t get it, they’ll become frustrated. Avoid this as best you can.
#5. Onboarding Processes
Bringing new employees into your customer service team can be a complicated process. You have to make the newcomer’s introduction to the company smooth, quick and efficient without rushing it.
Provide employees with learning courses that help acclimate them to their new position, the company culture, their tasks, the platforms they’ll be expected to use and anything else that’s crucial to their daily work.
Your LMS should include a wealth of content covering your products and / or services. This is obviously critical to ensure they represent your brand well and have the capacity to resolve customers’ problems effectively.
The best learning management systems offer the facilities to create custom quizzes to test workers’ knowledge. This is a simple but efficient way to assess new employees’ grasp of the business, their responsibilities and more. It tells you how well they pick up skills and processes, to inform future learning courses.
Consider discussing the onboarding process with employees who have been with your business for varying lengths of time. Ask them how easy they found acclimating to the role, the environment and the work itself. Invite them to share ideas for improving onboarding for future candidates.
#6. Dealing with Angry Customers
Sadly, it’s easy for people to lose patience with customer service agents across all channels. Various factors can create tension and — ultimately — tip someone over the edge. This may lead to insults, demands and even threats.
Even the best customer service agents can struggle to appease certain people. No matter what they say or do, the fuse has been lit.
Learning courses should educate employees on effective techniques to prevent customers becoming angry and actually dealing with any that do. Present them with theoretical situations and multiple ways to resolve them. Add recordings from past interactions and show how they were settled.
#7. Updated Product / Service Knowledge
Your products or services are likely to change over time, even in subtle ways. It’s vital to keep your customer service team up-to-date on every single one to minimize the risk of crossed wires.
Can you imagine contacting a business with a problem relating to, say, a gadget’s latest software update only to find the customer representative has no idea what you’re talking about? That would be embarrassing for the company and infuriating for yourself. You may even switch to a competitor instead.
Your LMS’ learning courses should be updated to align with new products or services over time to prevent situations like this. Being able to track progress and see which workers still need to undertake sessions is a major advantage of a good LMS.
These 7 essential learning courses will help your customer service team stay informed, updated and equipped with the skills they need to keep consumers satisfied. Take the time to think carefully about the goals of each course and determine what benefits employees can expect.
Work with your team to understand gaps in their knowledge and which aspects of their jobs demand closer attention. Learning should be an ongoing process in your business: don’t assume your customer service is the absolute best it can be, even if you never receive complaints.
Can you think of any other learning courses that belong on every business’s LMS? Let us know!