How Training the Customer-Facing Workforce is Different

How Training the Customer-Facing Workforce is Different

Today’s marketplace is incredibly competitive. It could even be said that more than your product offering, it is

Today’s marketplace is incredibly competitive. It could even be said that more than your product offering, it is the quality of your customer service that will make or break your organization. According to a report, businesses lose as much as $41 billion each year just to poor customer service. The task is made more complex by the various kinds of touchpoints where employees interface with customers, the call center, the store, and even online. This is exactly why many enterprises invest heavily in training their customer-facing workforce to equip them with the skills needed to deliver impeccable service. However, simply training the customer-facing workforce to be polite and patient does not guarantee great service. And the “treat people as we want to be treated ourselves” is also inadequate in today’s dynamic world of customer service.

to include some form of eLearning into their current mix, gradually turning the entire process of cost-intensive traditional training activities into a cost-effective eLearning program.  Today’s marketplace is incredibly competitive. It could even be said that more than your product offering, it is the quality of your customer service that will make or break your organization. According to a report, businesses lose as much as $41 billion each year just to poor customer service. The task is made more complex by the various kinds of touchpoints where employees interface with customers, the call center, the store, and even online. This is exactly why many enterprises invest heavily in training their customer-facing workforce to equip them with the skills needed to deliver impeccable service. However, simply training the customer-facing workforce to be polite and patient does not guarantee great service. And the “treat people as we want to be treated ourselves” is also inadequate in today’s dynamic world of customer service.

How is this different?

When customers reach out to you they do so mainly because they have an issue they can’t seem to solve on their own. When this happens, they expect the response to be knowledgeable, professional, and courteous. They need help to navigate quickly through your processes for a quick solution. Since customers don’t always behave like you would like them to, teaching the customer-facing workforce to simply read from a script in such situations just won’t work.

Your customer-facing workforce requires to display high levels of efficiency, competency, and customer-centricity.  They need technical training on how to use the enterprise software such as CRM for quick access to billing and shipping information, past transactions, sales information, and up-to-date product and service information. This is a varied and complex bundle. Here are 5 reasons how training the customer-facing workforce is different:

  1. Catering to new needs: Even though today’s customers are technologically-savvy, they still expect the customer-facing workforce to be experts. Unlike training other staff which could be a one-time activity, training the customer-service workforce must be ongoing. They need access to an updated knowledge base and to be equipped to offer the most current and relevant advice and assistance. Training the workforce on dynamic product details such pricing, discounts, coupons etc. that change all the time, as well as educating them about all possible queries must be done on a continuous basis for improved customer service.
  2. Providing quick service: The customer’s time is precious. Responding to the toughest of queries must be done with utmost urgency. Therefore, the knowledge of the customer-facing workforce must extend beyond just the product and service being offered; their training should include how to use the enterprise system to quickly retrieve information. They need knowledge of workflows and business processes, so they can escalate issues as required. All this needs to be done at in the quickest possible manner for quality customer experiences.
  3. Assessing customer behavior: Customers can be of various types: a potential customer who wants to learn about your product, a new customer who has a fair idea about your company but wants to know more, an impulsive customer who will make a decision based on the response of your customer-service agent, an unhappy customer who is dissatisfied with your product or a loyal one who trusts you blindly. Assessing each customer’s behaviour and personality and dealing with them in the most appropriate manner is important. By investing in behavioural development and using real-life scenarios for training, you can equip your customer-facing staff with the skills required to tailor their approach for each individual customer.
  4. Being courteous: Training folks in other departments usually involves imparting skills on company operations or process knowledge and perhaps, not really people skills. But the customer-facing workforce needs to be trained on how to talk to customers, how to respond to their queries and how to resolve them. Knowing how to be efficient and courteous is a skill that can be taught, and then must be practised over and over again. The customer-facing workforce has to be trained to be polite, courteous and professional.
  5. Dealing with frustrated customers: Not all customers who reach out for customer service are patient and courteous. Very often, customer-facing agents also need to deal with upset and frustrated customers that make efficient service difficult. Therefore, training the workforce on how to effectively work with such customers is important so that issues don’t escalate to become problems. They have to be exposed to a variety of situations and different stress-levels, so they are equipped to deal with the real deal when it occurs. It is only when your customer-facing workforce shows professionalism, even in the most trying circumstances, that you can safeguard your company’s image.

Handle All Possible Customer Service Situations

First impressions are vital. When customers get in touch with an organization, they want to be taken care of, want their issue resolved and want to feel in control. Customer facing folks are under a lot of stress and pressure while catering to customer queries. They are under pressure to offer quick and impactful solutions. In situations where one interfaces directly with the customer, very often, what you say is not important; how you say it matters. That’s where a good training program can pay off.

With training, you can enable your customer-facing workforce to have the skills and confidence to handle all possible customer service situations and offer the best of service tailored to each individual: from the curious to the demanding, the first-timer to the eager, the difficult to the impossible! By training your customer-facing workforce to tackle each customer as an individual, you can guarantee that you have a legion of happier customers in the making.

At eNyota learning, we deconstruct the existing customer-facing processes your employees follow and help you fine tune it by deploying eLearning courses designed to train and develop your teams soft and behavioural skills, making them better at customer grievance addressal and providing world-class support. If you want to know more on how we can help your customer-facing team with their training and development needs, please reach out to us at contactus@enyotalearning.com or sign up here and one of our representatives will get in touch with you.
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