Customer support is an important aspect of any business. For the modern businesses, it’s all about the customers and companies are looking to give them the best experience possible in order to create a loyal fan base that will provide them stability. On top of that, there is a sea of companies today, and most of them offer similar products or services.
In this sea of competitors, a business organization needs to work on improving customer support so that they can win over more clients and gain a competitive advantage. Given the fact that quality customer service can bring important results that can drive a business forward, investing in this aspect of business and improving it is vital.
But how can you do this? Apart from providing employees with the necessary support tools, you also need to train them to become better at their jobs. In this post, we will talk about how you can train employees using a learning management system (LMS) and drastically improve support quality.
While many companies use an LMS to train customers, but it can be used to train employees as well, and here is how.
Make videos which can show them both sides
Good customer service is when you make your visitors feel appreciated and respected, and all organizations are striving to achieve this. Still, it’s important that your employees see and understand the opposite side. They also need to know what bad customer support looks like.
Simply put, sometimes it’s important for people to actually see how something looks so that they can comprehend the weight of their actions. This is how they will understand bad habits and behaviours while remembering them and trying not to repeat them as well.
This is something you can do within an LMS, given the fact that it can support video format. On the other hand, they also need to be shown good examples of how to approach customers and deal with them in the right way. This means that you should include videos of good customer support practices and examples.
The best way to go is to create a situation where a customer contacts a business and then shows an example of bad customer support practices followed by examples of good practices. This will help learners understand what the differences between scenarios are and what kind of behaviour is required in certain situations.
Create branching scenarios
By creating branching scenarios in an LMS, you will be able to train your employees effectively, given the fact that they simulate virtual customers and all of the interactions that take place in communication with them. In branching scenarios, all of the actions that employees take have consequences and they can be either positive or negative, this mimics real-world circumstances.
A typical example is to set a scenario where a customer has complained about something, and if the employee handles the situation incorrectly he or she will instantly get valuable feedback that will help that employee realize where the mistakes have been made and how to approach the problem next time.
Not only this, but the employee will also be able to see towards which path their mistakes will lead them and where proper behaviour will take them. In order to create a good branching scenario, you will have to make sure that it has relatable and realistic elements within it.
It’s also important to include different types of content to engage employees and make the situation realistic. Add dialogue, videos, images and various choices they can make to directly impact the branching scenario. Make sure that these are situations that can easily happen in real-life situations during their work.
Keep your employees up-to-date with services and products
For customer support teams, it is important that they have knowledge about the services and products the company offers. These are the things that they commonly discuss with potential customers and through them, customers can make a decision to buy something from that business.
By integrating training modules that will focus on product knowledge, you will be able to offer a comprehensive sales training program. This kind of customer service training needs to have a good amount of product knowledge involved, including specs, prices, features, and benefits that they offer.
In order to be able to help potential customers make the right decision and buy the right thing they need, employees need to have this knowledge. Customer support employees also provide customers with alternatives if some products are unavailable or services have expired.
If a business has a knowledge base containing all of the product and service information, it’s possible to integrate it with an LMS so that employees can find the information they need and learn from the knowledge base. An LMS training course can integrate various product presentations and slideshows accompanied by various activities that update your staff with vital information.
Improve service skills through simulations
There are various simulations an LMS can provide to sharpen customer service skills such as listening, improving empathy and making them more compassionate. Cultivating customer service skills can be quite difficult, given the fact that you can’t measure them with any skill assessment and that they cannot be taught with modules which are text-based.
For employees to improve these necessary skills they must practice them constantly and you cannot do this with customers. The better alternative is to utilize on simulations and not risk turning away many customers.
Additionally, within these simulations, employees will also be able to try out tools, equipment and resources that they will also use during their everyday work. They will be able to go through the same process over and over again, reducing their mistakes and becoming faster at their work.
LMSs can offer complex training to various organizations and different needs. These are some of the examples of how you can train your customer support staff to be better at their work, but there are many other methods as these systems offer a lot of versatility and customization. If you have some interesting methods that you think are effective, feel free to share them with us.