Five Factors That Create a Successful Customer Service Training Program

The experience a customer has with a business can depend on how well you and your team treat them. Customer service is a fundamental requirement for your organisation to thrive, as positive interactions foster repeat business and build brand loyalty. Proper training is essential to keep all team members motivated and focused on facilitating a positive environment for all stakeholders interacting with your company.  

A Diploma of Customer Engagement can be an important step in designing successful customer service training. Here are some factors to consider when creating your program. 

1. Aimed at improving knowledge – Those who are involved in customer engagement must have a theoretical knowledge-base and possess a range of managerial, technical, or specialised competencies to plan, execute, and evaluate their work or their team’s work. So, make sure that the course can help learners gain the skills needed to integrate customer engagement in the workplace.

2. Communicate the career prospects available through customer engagement – Training should teach participants to place customer satisfaction as a chief priority. Emphasis should be made on the value of quality service and communicating to staff the career avenues available through developing a customer-focused work ethic. Within the industry there are many positions built upon customer engagement, including a customer service manager, contact centre team leader, quality assurance officer and a complex enquiry manager. Highlighting these career prospects as well as the diverse benefits of developing these foundation skills can help engage participants. 

3. Equipping individuals with the right skills – Experience and knowledge must be focused on areas like the development of a workplace learning environment, the integration of customer contact operations in an organisation, the ability to initiate a quality audit, and the facilitation of continuous improvement.

4. Flexibility – Consider a course that allows participants to study online. This could also mean offering a discount on the course. Some schools offer interest-free payment plans, which allow students to undergo customer service training or take-up a course on customer engagement now without worrying about a hefty fee just to get started.

5. Recognition of prior learning (RPL) – Do you have prior experience in customer engagement from your time in service? You may consider qualifying for RPL to earn your qualifications in customer service training sooner.

Warren Rowe has a dedicated team of ex military personnel who are committed to obtaining qualifications for current and former defence personnel. 3CIR acknowledges that Military service is difficult, demanding and dangerous. But, returning to civilian life poses trials and challenges of a different kind for these men and women. During the early stages of their careers or towards retirement, they would have developed skills in many areas. They can be skilled in Leadership, Security, Risk Management, Work Health and Safety, Frontline Management, Community Service, Emergency Management, Training, First Response, Systems Technology, Logistics, and Trades.

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