Customer support training is one of the most important aspects of any customer service organization. It is essential that customer service representatives have the proper training and tools to be able to solve customer problems quickly and effectively. In this blog post, we will discuss the different types of customer support training available and how your business can benefit from it. We will also provide a comprehensive guide on how to create a customer support training program for your business. Let’s get started!
Customer support training meaning
What does it mean to have customer support training? Customer support training is a process of teaching customer service representatives the necessary skills and knowledge to perform their job duties effectively. This type of training can be delivered in various formats, including classroom-based instruction, online courses, or on-the-job training.
Customer support training is often a part of customer service training. The word “service” includes a lot of different customer-facing roles like sales, customer success, and marketing. Customer support gets more specific, though. It’s the type of customer service that happens after someone has made a purchase or started using your product.
When a customer initially makes a purchase, it is the first step in developing loyalty. However, if the customer service stops there, you’re more likely to lose the customer than if you provide additional support.
How to create a customer support training program
Now that we’ve discussed the customer support training meaning, let’s move on to how you can create a customer service training program for your business. There are three main steps to creating a customer support training program:
- Decide on your objectives
- Determine what topics you will cover
- Find the format that works best
Customer support training objectives
The first step is to assess your needs and develop objectives for your customer support training program. Once you have a clear understanding of what you want to achieve, you can begin developing the content of your customer support training program.
Here are some examples of objectives you may have:
- Participants will improve customer satisfaction scores by 10% in the 6 months following customer support training.
- Customer support representatives will demonstrate increased product knowledge, resulting in fewer customer calls.
- After completing customer support training, participants will be able to resolve customer issues in a timely manner.
- Following the customer support training, customer support representatives will feel more confident when dealing with customer inquiries.
- Participants will complete a customer support knowledge test with at least 70% accuracy.
Customer support training topics
There are many different topics that can be covered in customer support training. Some common topics include:
- How to handle customer inquiries
- How to troubleshoot customer problems
- How to use customer service software
- How to upsell and cross-sell products
- How to handle customer complaints
- How to demonstrate active listening skills
These are just a few examples of customer support training topics. The best way to determine the topics that you should cover in your customer support training program is to assess the needs of your customer service representatives. Once you have a good understanding of the skills and knowledge that your customer service representatives need to be successful, you can begin developing the content for your customer support training program.
Customer support training format
You can format your customer support training program in a number of ways. Some businesses opt for classroom-based instruction, while others deliver customer support training online.
There are advantages and disadvantages to both delivery methods. Classroom-based customer support training can be expensive and time-consuming, but it allows for a more interactive learning experience. Online customer support training is less expensive and can be completed at the learners’ own pace, but it can be difficult to keep learners engaged.
The best way to determine the customer support training format that will work best for your business is to connect the format with your needs and objectives.
Customer support training courses
Sometimes, there are just specific topics that are needed, even after a customer support training program is completed. These may include product changes or new features, customer service software updates, or process improvements. In these cases, customer support training courses can be extremely helpful in getting everyone up to speed quickly and efficiently.
In these cases, it can be very beneficial to look into online customer support training courses.
Customer support training online
There are a number of advantages to online customer support training courses, such as:
- They can be completed at the employees’ convenience
- They can be easily paused and resumed
- They are often more engaging than in-person customer support training courses
- They can be referenced later if the courses offer lifetime access
When looking for customer support training courses, it is important to consider the company that developed it and if there are any sponsors. It is also important to consider the customer support training topics that are included. The customer support training courses should also be updated regularly, as customer service processes and software change frequently.
Find the right customer support training for your employees
Choosing the right customer support training course can make a big difference in how effective the customer support training is for your team. With so many options available, it is important to do some research to find the customer support training course that is right for your team.
CustomersFirst Academy offers a comprehensive customer service training program that will cover all of the topics that your customer service reps need to know. The program includes customer service courses on a variety of topics, such as:
- How to deal with difficult customer service situations
- How to handle customer complaints
- How to use active listening technique
- And more!
Our program can be completed completely online in as little as 6 hours, making it convenient for your customer service reps. Enroll today and give your customer service reps the customer support training they need to succeed!