Webinars are beneficial, especially if you are training a large group of employees and have contrasting skills. It is most efficient if your business has spread in many different places. The employees can tune in for the live show simultaneously as long as there is a strong internet connection.
It can also be saved or downloaded to be watched in your own free time, or if you need a reference, you can download it and get back to confirm what was taught. It is cost-effective. You do not need to book halls or travel long distances to teach; you just need a multimedia device and a reliable internet connection.
There are, however, a few disadvantages like:
This is also called online learning, eLearning is the fastest growing method of training, and its trends also keep changing. eLearning also does not need too much resourcing, just students with their mobile, tablet, laptop devices and unlimited internet connection.
Your employee can study at their satisfaction and will to learn. You can train a vast number of people before an interview.
Elearning offers stimulations that are more similar to real-life situations and are more understandable to trainees. The trainees can learn quickly and relate to real-life customer services, and you can track their progress and identify the places they are not doing well. However, there are disadvantages as well; the major is employees not paying attention to the training since they are not in the same room as the trainer.
As the heading states, this is led by an instructor. You interact with trainees and trainers and hold conversations and share knowledge. Instructor-led training is the best form of training for large groups mainly because,
This type of training needs people who practice the same skill or are looking for the same positions in employment. It is more expensive than webinars and e-learning.
Role-playing is where some of your colleagues or other employees act like real customer and practice it like regular daily customers. These fake customers will see how you serve them as customers. The practice helps your employees put action on what they have learned, making it easier to adapt and engage customers the first time.
Mentoring comes from mentorship, and this type of customer service training affects employee retention rates. Mentoring also catalyzes the skill learning process. A report from Forbes recently showed that workers who engage in mentoring sessions are five times more likely to stay in a company and get a promotion.
The advantages of these customer service training are,
Mentorship is not a stand-alone type of customer service training; it performs better when paired with the other formal training techniques. This form of training is usually successful when it comes to on-the-job training for new employees even though it is not standalone.
Job training has a large portion of the 70:20:10 framework. Job aids motivate the employees to learn while at work and instils skills that stay with them for a longer period.
Materials for job aids customer training include posters, PDFs, or even a mobile site to refer information.
Although customers can be tough and difficult to deal with, employees can manoeuvre through the difficult moment by referring to it through the cheat sheets. The job aids act as a saviour to employees by providing essential information on time. It is an excellent form of customer service training since it helps the workers refer to crucial information at the moment.
The basic importance of job aids training is,
EPSS is an important tool that helps the employees to learn the technical skills required to provide perfect customer service. As a business owner, EPSS is the best consideration if you want an employee to attain skills in a business demographic. This type of customer service training comes in handy for employees to learn skills as they start working.
The advantage of EPSS is
The above types of customer service training are important components to enable you as a business owner to deliver the best customer experiences. Every training has its pros and cons and before settling on any of the training programs, it is best to do thorough research. The research can help you add some important components in the training program.
Settling on the right training program helps your business perform better, increasing your sales, brand reputation, and customer satisfaction.