Maham Riaz (February 3, 2016)
While many businesses spend considerable amount of money and time on customer service training programs, most of them fail to bring any significant change to the attitude of CSRs and consequently to the overall customer service experience. The prime reason why these training programs fail to make any impact is that they apply outdated training ideas. In order to make training programs engaging for your customer service staff, you need to get well-acquainted with the latest learning trends and skills. Training workshops that include hours of boring lectures cannot stir the interest of your customer service staff. Exciting and fun to play customer service training games need to be a part of your training workshops to keep participants motivated and engaged. Have a look at the reasons why customer service trainings fail to bring required results!
Many customer service trainings include giving away 10-15 pages of reading material to participants which include complicated details, hence CSRs lose interest and consequently the training program fails to bring the intended results. If you want your customer service training programs to be a success, include compelling and precise reading material. Having easy to understand reading material for your customer service trainings is likely to improve their effectiveness. List the learning outcomes of your training program clearly in your training literature, add a small quiz to keep participants engaged. All the essential elements of Customer Service Training Modules should be designed in a way that they encourage participants to actively participate during the session.
Another common reason why customer service trainings fail to make an impact is that they lack latest and unique learning techniques. People prefer unique ideas and tips that they can utilize in their daily routines, most of the training workshops have predictable techniques that fail to engage participants. So if you want your customer service trainings to be effective, focus on using latest and innovative learning techniques, ones that motivate your customer service staff to actively become a part of these sessions. Conduct training sessions that encourage creative thinking.
Another factor that can impact the effectiveness of your training program might be involving too many participants and not having proper training rooms. Having a group of 50-60 people is not a good idea for conducting a customer service training session, limiting the number of people would improve the chances of participation and concentration for every individual. Not having a pleasant, comfortable and noise free room for customer service trainings is also likely to reduce their effectiveness. So in order to encourage participants to be a part of the training program you need to offer them comfort and space.
One of the reasons for failure of your customer service trainings might be outdated and boring games. You need to have customer service games that are interesting, fun to play and enhance the learning skills of your CSRs. Games that encourage teamwork, creativity and problem solving should be made a part of customer service training sessions. If you want your training workshops to be effective, include exciting games that impart learning skills to your participants. Make use of games that have props as they are likely to keep people more involved and engaged.
Conducting a customer service training workshop or session just once or twice a year is not likely to bring any fruitful results. Also just one kind of training workshop is not enough to enhance the skills of your CSRs. A training workshop that focuses on improving communication skills of your CSRs is not likely to make them better at problem solving. So in order to make your training programs effective, offer regular and a variety of training sessions. It would not only provide your CSRs an opportunity to diversify their skills but is likely to improve their productivity and performance.
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