This is the seventh in a series of blog posts about creating your own customer service training module. (See part 6, The ABC’s here.)
In this section you should be teaching your employees exactly how you want them to respond in a customer service situation. This “situation” is not necessarily when a complaint is made; it’s also any normal interaction between an employee and an internal or external customer.
That means you will have had to decide exactly how you want your employees to act before you get around to building this part of the course.
I’m not going to outline the ones we use because they’re probably not relevant to your situation. I suggest you go back to your subject matter experts and ask them what steps they go through when they’re engaging customers. Then see if you can break these steps down into five or so easy to remember segments. You may need one set for complaints and another for “normal” interactions.
You can also search the Internet and borrow one or more of the many different techniques you’ll find there. (Please give credit where credit is due.) But you’ll need to test those techniques to ensure they work.
This is section is where you get “down and dirty,” in the sense that this section is THE reason why your employees are taking the course.. You want your attendees walking away believing in these techniques, and, more importantly, remembering how to use them. If they don’t “get” this part of the course, it was a waste of time.
Depending on how you deliver this course (webinar, classroom, e-course, etc.) try to make this part as interactive as you can. Up until this point, you were imparting knowledge, now you’re teaching a skill. When you teach a skill you want to allow time for practice. Practicing builds confidence.
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