Custom Service Training Methods | Types and Benefits

Explore the four kinds of customer training methods to help your employees improve their skills, foster client relations, and ultimately generate ROIs.

Successful customer service can be one of the significant factors that drive organizational success. Excellent customer service helps foster client relationships, improve customer retention, and take the business to the next level. Employees who engage with customers help to leverage these benefits for the organization. And this is where the role of effective customer service training comes into play.

Online workforce training allows everyone to set expectations and meet the desired goals. It gives the flexibility to employees to better understand their job roles, learn new skills or hone existing ones, and ultimately improve performance. Adopting custom eLearning solutions to deliver effective customer service training improves customer satisfaction, higher retention, and increased business revenues. Businesses that provide quality-driven customer service experience can earn revenues between 4% and 8% above their market.

Types of Customer Service Training Methods

There are four kinds of methods to deliver engaging customer service training. These are discussed as follows:

1. Instructor-Led Training (ILT)

ILT is a traditional approach that is highly interactive as it allows in-person conversations between a live instructor and learners or between different learner groups. This type of training also encourages learners to master soft and communication skills to deliver excellent customer service.

ILT is a popular approach but not suitable for technical training or a group of learners with diverse skill sets.

2. Webinars

When it comes to training larger groups who are located at different locations, webinars can be an ideal option. No matter where you are, webinars can be watched online or even recorded to watch later whenever it is convenient. Organizations don't need to invest in a venue or travel therefore, it is a more cost-effective training approach.

Few disadvantages of webinars can be technical problems such as incompatible internet browsers, lag time, or even incompatible smartphones or tablets. As training is entirely virtual, you have less control over the environment, which may also cause distractions. As a solution, companies must organize interactive webinar sessions to mitigate these issues.

3. Online Learning Programs

Online learning programs cater to the personalized needs of any group size. You can access online courses across multiple mobile devices- at your own pace of time and convenience. eLearning programs on customer service training often educate about mastering customer service skills through simulations. Another advantage of eLearning programs is that organizational leaders can quickly analyze and track individual performance.

One problem with this approach can be employee motivation. Sometimes, employees simply access training just for the sake of completing it without retaining knowledge from it. Delivering an engaging and personalized online training program can solve this issue.

4. Electronic Performance Support Systems (EPSS)

EPS tools help train employees on the technical skills they require to deliver efficient customer service. For instance, Walk Me is a cloud-based tool that seamlessly integrates with third-party online apps and websites. The powerful tool guides users step-by-step in whatever process they are trying to learn. So, rather than a person guiding you, the tool provides interactive icons and balloons to explain the entire process. Overall, the tool helps drive customer service experience by educating employees on technical skills at the point of need.

Which Training Method is Best for You?

You can consider various factors such as cost, type of audience, skills required, and others when picking the right customer service training method. Amongst a wide array of custom eLearning solutions, choosing the best one that caters to your business needs and bespoke training goals. On successful completion of training, employees must clearly understand how to retain their customers, sell more products, and increase profits.

In addition to the above four types of customer service training methods, blended learning is another cost-effective solution. Studies have shown that the best and most successful training programs are the ones that focus on how employees learn, retain, and upskill. A powerful model based on this is the 70: 20: 10 Framework. This model is important when training is 70% on the job, 20% on peer learning, and 10% is formal training. In a nutshell, choosing the suitable method for customer service training can help improve customer experiences and unlock business success. To know more about customer service training, you can visit https://www.infoprolearning.com/.

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