Use cases to exemplify training

Nothing better than real situations to help you share knowledge with service professionals.

We often learn from mistakes and successes made in our daily work, and this can be used to exemplify what to do and what not to do , in different situations.

Furthermore, it is likely that good service can become great if we change small details.

To know what to change, it is important to analyze the service provided and propose improvements.

An interesting dynamic that addresses this aspect is, during training, to ask professionals to share the stories of their most complicated care .

Other collaborators should give suggestions on how to improve the work done, for example.

Create an environment where employees will feel motivated and not pressured .

In this sense, using the customer service indicators , shared by the customer service tool used, will also help you to identify the contact points that deserve more attention from the service, facilitating the targeting of training to more sensitive areas.

This practice accelerates your company's ability to optimize the service process , after all, it allows you to act on the most latent pain of the moment.

. Listen to calls from sellers
Another attitude that can help in the development of training for your company's professionals is the practice of listening to calls and identifying points for improvement, opportunities and weak points in the support provided to customers.

Once again, the tone used by the manager will make all the difference so that professionals in the sector feel motivated and not pressured, judged or even humiliated in front of their colleagues.

This stage of customer service training should not be used to assess the performance of an individual professional, but as an example for general improvements in the area.

This is a widely used practice in the sales industry and can optimize customer service results as well.

If you are afraid of generating demotivation in employees, use this technique individually in the service mentoring processes.

When properly executed, this practice helps to focus efforts on the best practices of each professional, by identifying where the fault is during the execution of the service process.

In this way, the professional identifies the error and can act to change their posture , changing the form of care, immediately.

It is a very effective customer service training process that brings immediate improvements.

. Create standards of care and share
If you want to achieve a high standard of quality in customer service it is important to create a document with a standard of service , which should contain a flowchart of service .

Organize pre-sale and post-sale approach strategies and plan support processes.

Everything must be documented and shared with service professionals so that they know what to do, always.

Also Read: The Five Biggest Customer Service Gaps for Small Businesses

. Establish a mentoring program
Within your company, a mentor must be a professional with more experience in the business, and who will help in the development of the professional who has just arrived.

The mentor shares knowledge, offers help, and keeps a closer follow-up with his “pupil”.

This is an effective way to share the responsibility for training with other professionals who already have good results in the service, engaging them.

Mentors can share real information about their day-to-day work, on an ongoing basis, without just relying on the scheduled time for customer service training.

. Create a knowledge base
Even with all the training in the world, a service team can always benefit from the introduction of a knowledge base that can be constantly updated according to new customer demands and solutions found.

In practice, the knowledge base supports customer service training and can work to focus updates and new information.

The knowledge base also contributes to offering self - service to customers, after all, it can be shared with the external public in order to enable them to research their problem and solve it on their own.

Within the service sector, the knowledge base allows professionals to find answers to customer demands more quickly, reducing the average service time and the waiting list for service.

. Train on the use of tools
For a quality service, it is essential to invest in tools that allow you and your team to put into practice issues such as:

omnichannel support,
access to the knowledge base ,
platforms like chats,
data and reports.
With a complete integrated customer service software you offer the tools your team needs to operate and ensure an excellent customer experience.

However, in addition to having the tool at their disposal, it is necessary to train their employees so that they know how to operate it.

Share all the functionality and features, and include each step in the standardized service process we discussed above.

At this stage it is essential to implement a tool that is easy to use and requires little industry time to learn how to use it. Very complex tools with low usability can end up not being used in the team's day-to-day, or used in the wrong way.

A simple and complete tool capable of revolutionizing your company's service is Zendesk's customer support software .

The platform helps your company to offer a more complete experience to consumers and contributes to a more agile, assertive and personalized service , the results associated with this are:

higher loyalty rates,
higher average tickets,
lower acquisition costs and more.
Among the features you find with the Zendesk service system are:

Integration of different service channels such as messages, live chat, email or voice.
Unified agent workspace for easy monitoring, prioritization and responses to customers.
Knowledge base with integrated help center and community forum that can be created to provide better customer service,

Automation and bots with AI to get the context needed from customers and more.