Bad Customer Service Training You Probably Don’t Realize You’re Doing

Part of running a business is making sure that all your customers are happy with your goods or services, may it be during the point of sale or after-sales. To achieve this, employees are trained now and then on handling customer concerns and providing the best customer experience.
However, there are companies that still fail in some aspects and end up having clients who are still irate and unsatisfied even after offering solutions. Employees who handle customer issues and complaints are, after all, limited to whatever they have learned in training: empathize, validate, apologize, take responsibility, and agree on a solution. Note that agreeing on a solution entails convenience on the part of the customer.
For instance, a buyer returns to a store with a defective mobile phone. Upon hearing him out and checking the item, your front-liner finds out that it is indeed defective and is eligible for replacement. Your staff offers to give the client another unit but he tells him that the box and other accessories must be returned before he is able to enter the request in the system. The customer gets upset because certainly he would not want to make that extra trip home only to return the required items when the phone unit in question is already at the store. While the customer service agent can solve the problem and offer a solution, the customer feels inconvenienced in the process. This is an example of a scenario that businesses need to avoid.

The worst customer service training strategy, therefore, is telling your employees to just blindly follow a set rules on handling issues and complaints. This happens when the employees are not given a certain level of freedom to offer solutions and are not allowed to bend the rules in favor of the customer even if the solution does not hurt the business.
To address this issue, revisit your training module and revise if necessary. To be able to have an effective customer service training plan, consider doing the following:
1. Ponder on the program goal. Every business aims to provide better service but how to achieve it may differ from one business to another.
2. Educate your employees on products and services. An effective customer service agent is one who has in-depth knowledge of what the company offers.
3. Restrict the use of “No”. If there in one word a customer would not like to hear, it is “No.” Teach your trainees to rephrase responses and use alternative phrases. Emphasize on what you can do instead of what you cannot offer to do.
4. Share actual scenarios and study how it was resolved. This is to familiarize your employees to the usual issues that arise. Then help them resolve it suggesting solutions.
The most important aspects of customer service training are structure and engagement. Your employees must find it useful and meaningful for them to consider it a worthwhile training session. Given that your goals are clear, having a training structure makes the program substantial.
Structure includes presentation materials, resource persons, active involvement of higher management, appropriate research to back up information, and committed instructors. Input from trainees is also essential for the improvement of future programs. Encourage feedback as you go along and evaluate at the end of every session. Training does not end when all lessons are discussed. This is where engagement comes in. The trainees are given the chance to study past and probable future cases and apply whatever they have learned in the sessions.
When your employees are trained to handle different situations, it will not matter anymore if it is a difficult issue or not because they are ready to solve it. Customers end up happy, which is, come to think of it, your bottomline.

Adel Zsurzsan
Adel Zsurzsan

Adel Zsurzsan started as a Service Desk Analyst at transcosmos Information System. Currently based in transcosmos Hungary office, she now serves as the company's Business Development Advisor, helping the company grow and explore partnerships and opportunities. She speaks fluent English, Dutch, Romanian, Hungarian, German, French and Spanish.

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