Does your customer service team need a refresher after over a year away from the office? As businesses start to open up after an extended period away, it’s all a bit strange and different isn’t it? Many individuals are still working from home – although the number back in the office is gradually increasing.
Consequently you likely have your office team talking to your customers from home. In their slippers perhaps, with the dog sitting under the kitchen table alongside them. Are you happy that they’re back up to speed with their customer handling skills? We’re all aware that most markets are going to be more competitive for a while, with less money about. Many companies have rising raw material costs and so prices rising without being any more profitable. Clearly those best positioned to mop up are those best prepared.
Refresher training is key for many organisations gearing up again – after what has been a form of hibernation.
A flexible training plan
While To Market programmes were all run online in 2020, I’m aware that many want to get back to doing interactive training back in the classroom again. You can opt for blended learning of course : a programme which combines face-to-face classroom training with some online modules.
For any training undertaken, the process always starts with the review. We chat in your office or on the phone to discuss what you want to get out of training. An assessment of your team’s strengths is useful too.
The choice of training modules is dependent on your current situation and what you’re trying to achieve, but a typical customer service programme may be made up of the following.
- Customer Service – what your customer really wants
- Questioning skills – how to ask the right questions to solve problems and identify needs
- Language to influence – using the best wording to calm situations, not inflame them
- The customer development mantra – 4 cornerstones of great customer service
- Complaints, Objections & Nos – how to see complaints as a positive thing
If you are interested in looking at some refresher training for your customer service team, let’s talk. Simply drop some details here.
We’re also aware that many companies are struggling to get their cashflow going again, and so we are offering flexible payment terms too at the moment to help our clients get back on their feet.
If you know that you really do need to invest in some training for your customer service team to help them get back up to speed, let’s chat. And in the meantime, we wish you all well, and hope that you stay safe and healthy.