Why Customer Service Trainings Are Essential

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Customer service is a philosophy that needs to be adopted organization-wide, not reduced to one department. Every employee must prioritize customer service, because ultimately customer satisfaction drives business growth. People can be great at their jobs, but fail to understand how to interact with customers in a manner that’s conducive to better performance. This is surprising, and largely the result of a lack of focus on customer service trainings. But why is this? Why don’t organizations put more emphasis on customer service trainings? Insufficient resources is often cited as the main deterrent, where learning and development is one of the first areas to face cuts when on a tight budget. This is to the detriment of productivity, especially when you end up with a workforce who aren’t acting in the best interest of customers. Customer service trainings start with the frontline, which makes sense when you consider they’re the ones in direct contact with consumers. Workers should embrace characteristics like empathy, communication, and friendliness, which are skills that can be obtained as part of a continuous development philosophy. Develop your staff and they’ll award you with great performance. Training isn’t a one-size-fits-all approach, it should be tailored based on individual and departmental needs. Having established why development is important, let’s assess further motivations for advancing your team’s skillsets:

The Importance of the Human Experience

Though we live in a world that’s overrun by technology, the value of the human experience cannot be understated. In fact, because it’s been somewhat neglected in modern society, there is a great opportunity to stand out from the rest and nail it. Customer experience heavily leans on the human touchpoint, and your customer’s biggest take away will always be how you interacted with them. Customer satisfaction is largely based on the emotional experience, where when dealt with positively customers go away feeling good about things. When interacting with other human beings, our experiences are usually measured as either positive or negative, and with the correct customer experience trainings, your staff will be equipped to form positive impressions.

Overcoming Our Instincts

We’re not too far removed from the caveman days to act on human instinct. It is human nature to fight fire with fire, so from a customer service perspective, it’s difficult to repress our natural response. This is something staff must be trained for, otherwise they’ll be prone to snapping back at customers who are rude to them. This would be counterproductive, and can generate negative word of mouth. Because we’re not wired to respond to anger in a calm and helpful fashion, customer service trainings can help staff adjust their mindsets. In a customer facing environment, staff will need to override their biological urge and resolve customer issues in a constructive fashion. This is learned behavior, which can be achieved with the right training.

Send a Message

Staff are more incentivized to meet company targets when they perceive organizations care about them. By investing in staff, they’ll reciprocate your energy with higher performance. Engaging staff with training sends a positive message which shows you value their personal development. This goes further than reinforcing a customer-first philosophy, but becomes a standard bearer which indicates the level of performance expected from staff. By giving your team the skills they need to be successful, you’ll also give them the confidence they need to achieve great things.

Create Happier Teams

When your team is confident, they’ll be much happier in their job roles. A happy taskforce is a productive one, especially when you consider they’ll feel comfortable overcoming tough situations. Staff will be much happier when they have the competence to tackle tasks head on, and the intrinsic link between training and job satisfaction is profound. Good customer service trainings will make your team more competent, and understanding the value of this is a great incentive for regular development.

Prevent Backsliding

Your organizational culture should promote development, where if you’re not moving forwards where is there to go? A progressive organization will be positioned for growth, and focused on continually improving work efficiency with customer service trainings. At the end of the day, if you’re not moving forwards you’re subject to backsliding, and risk getting left in the dust of your competitors. To stand out from the rest, you must regularly renovate your team’s customer focus, so they can embrace the educational and motivational factors needed to succeed. A team who isn’t engaging in regular development isn’t moving in the right direction, and won’t have the customer service skills they need to advance. It can be difficult fitting training into your busy timeline, but it’s essential you find time for it. Though it’s a short-term challenge, evaluating the long-term benefits of training will encourage you to fit it into your schedule.
Jason is the Lead Author & Editor of TrainingStation Blog. Jason established the Training Station blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to training, learning and development.