The customer experience is crucial for the success of any business. According to PwC's report, every third customer will abandon a brand they love after a unique experience. Also, 86% two consumers are willing to pay more for an exceptional service.

So, how to improve the customer experience? To respond to dynamic training programs in customer service, Articulate Rise 360 is the ideal tool for creating personalized and immersive courses. Effective training equips frontline employees with the skills and knowledge necessary to offer exceptional service in every interaction.

Here are four customer service training strategies to strengthen your team and drive the growth of your business. Focusing on these skills helps promote good relationships with clients and generate positive results.

What are the most important skills for training in customer service?

1. Product knowledge
Having control over the company's products and services allows staff to respond to questions, solve problems and make recommendations quickly and accurately. Or disso impact? Reducing service time and tax transfer of calls, in addition to improving the perception of the brand as a specialist and trustworthy.

Regular training on products keeps our customers up to date with the latest news and sales pitches. Some essential areas to include in training:

• Information about current products or services, prices and key messages (functionalities, specifications, limitations, policies and costs)
• How to make personalized recommendations
• Differentiate your solution in relation to concurrent years
• Configuration and effective use of products
• News and future releases

Tip: Consider e-learning courses for product training, allowing the team to consult the material as necessary. Also, updating the content for releases and melodies becomes quick and practical.

2. Active listening and communication skills
Listen carefully and communicate well so that clients feel understood and cared for.
The first step is that the attendants ask certain questions to understand the needs of the clients. Next, we must communicate clearly to offer satisfactory answers and guidance.

To help your team develop these skills, include training in topics such as emotional intelligence and communication skills. Some points to address include:

• Fill out clients in a quilting manner
• Keep a friendly and respectful tom
• Ask questions that identify the needs of your clients
• Listen actively so that clients feel convinced
• Offer clear answers or instructions
• Lock up talks positively

Tip: Strengthen these skills and practical activities. In online training, for example, you may read an email from a real client and create a practical response, or provide an audio from a conversation with the client so that you can analyze it.

3. Empathy and conflict resolution
Some interactions with clients are easy and enjoyable; Others, however, can be complex and challenging.
Regardless of the situation, service associates need to provide positive and useful service. Otherwise, you run the risk of losing business or having to direct the client to a competitor. Customer service courses focused on conflict resolution are essential for this.

Below are some ideas for developing an effective training program to manage dissatisfied customers:

• How to cultivate and express empathy
• How to apologize effectively
• Responses to common customer complaints
• Solutions for recurring problems
• How to cope with unrealistic expectations of two clients
• De-escalation techniques for more tense situations

Tip: Role-play scenarios are ideal for placing clients in challenging situations that simulate the real world. Isso allows you to practice responding to difficult clients in a safe environment.

4. Systems and processes of the service team
Do not underestimate the importance of training in technologies, systems and processes. When all agents follow a shared service process, the resolution time is reduced and the chance of losing small requests.

Although each company has its particularities, here are some common documentation and process opportunities:

• How to attribute and track customer service requests
• Where to update account information
• When to document customer feedback
• How to process returns or service cancellations
• Procedures for using equipment platforms and tools, such as CRM software

Tip: Fabric capture videos are an effective way to teach collaborators about internal processes and technological tutorials.

Satisfied customers have the key to success. Like Articulate Rise 360, you have an intuitive and versatile platform to create customer service training that prepares your team to offer exceptional experiences. Effective training, delivered in Rise 360, equips caregivers with the knowledge they need to answer questions, make recommendations, show empathy, and build lasting relationships. Com isso, you guarantee fast, effective and satisfactory service, which inspires repeat business, recommendations and brand loyalty.

Contact a specialist Articulate by email articulate@software.com.br to know more about how or Rise 360 It can transform the training of your customer service team!