Applications of online training: customer service

customer serviceCustomer service training is in fact the blueprint for a company’s entire support process.  A solid training program ensures that a team operates to consistently deliver good service to customers, with or without a game plan. Whilst a variety of elements go into creating a successful business, customer service is center-stage and every interaction the company has with a customer can affect its bottom line. In today’s competitive marketplace, companies are perpetually searching for business practices that will set them apart and often customer service is what separates companies that thrive from those that fail. Offering customer service training to employees has been shown to drive sales and give businesses a strong competitive advantage. This is why it is imperative that businesses invest in quality programs.

Broadly defined, customer service training refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Elearning provides employees with those skills and competencies without taking too large of a bite out of the company’s HR budget. As far as learners are concerned, a main advantage of elearning in customer service training is that participants can be scheduled for training in a staggered fashion, and can also work at their own pace.

Training programs yield several benefits for the organization, employees and customers: Continue reading

Caring about customers

We support a lot of people each day for both eFront (and more recently TalentLMS) and we have been doing so for several years now.

Throughout this process I have discovered that being super-good at support is important for getting and keeping customers and is an essential path to prosperity. Below I have assembled a short list of 10 things to keep in mind when supporting people through tools like Zendesk or Uservoice. If you have a support team, make sure they read and practice them during their daily routine. Continue reading