The excellent customer service team are not born that way. They are educated and trained to lead the way.
The importance of customer service in the business has evolved into a real discipline, and like any other discipline, it requires training. The customers being more demanding and the products getting more sophisticated, customer service is likely to become dreadful without guidance and training.
You better know that a small fallback in the customer service can land your customer to the competitor’s business, which is just a click away. It takes years to win a customer and a sec to lose them.
This makes sense why businesses and companies are investing heavily in customer service training.
Training makes them stand by for all situations that can arise when handling a customer. Practical training gives your customer support team a tool that will help them deliver exactly what customers are looking for.
One of the best tools for practical customer service training is the “explainer video“.
Why video is the best tool when it comes to training your customer support team.
There are a lot of tools available to train and educate the customer support team. Options like the direct fact to face session, manual content, video, and workshops can be handy tools. In this article, we will discuss how videos as a tool can help you train your customer support team and prepare them for handling diverse customer scenarios. Let’s dive right in.
Consistency is a term that touches almost everything. This is not a matter of surprise that maintaining consistency comes again and again as one of the biggest challenges to delivering practical training to the customer support team.
Different trainers have different styles. The way they emphasize the training components may differ from each other. With a video, you can hit the message and make a consistent delivery each time.
Once you invest in creating a trainer video content, you can scale the delivery, time, and again. This cuts to the training cost. This way, the more you use the video, the more you bring value.
The message delivered by a video is easily absorbed in the human sensory. The use of audio, video, character, and motion graphics makes it easy to grasp the core message. Most of the training tool offers one-time delivery. The human brain cannot focus and grasp every element delivered during the single session. With video as your training tool, you are more likely to tuck the message into the trainee’s mind for a long time.
Brene Brown on Empathy
This video cuts up the dissimilarities between sympathy and empathy, a fundamental distinction that needs to be made in the customer service domain.
This back care training video by Nottingham city care gives a conventional approach by combining live-action videos with animated characters.
This video by Nintendo is an old content that uses humor to make the important points and its entertaining character keeps you smiling on the screen. Every scenario in the video content makes depicts a relatable scenario and makes you aware of how to act in case it actually occurs.
What are the things to consider for effective customer training videos?
Don’t try to make it all at a time.
Do not try to make people get remember multiple things because doing so will end up with nothing sticking in their mind. Break down the message into the smaller segment.
Make learning resource easy to find
Most of the learning and training process is a one time process which is delivered once and left alone. This is not the right way to upskill your customer service. Making the content available all the time will let people find the exact content they need
The expansion of technology and boom in the digital platform has made it easy to access the training content. Anyone in the company can access the training content from the comfort of their mobile device.
Block out time for training
It is better to allocate a day or half a day in a month dedicated to training and skills development. Make it consistent and do it more frequently. Remember! One day in a month is far more effective than one week in a year.
Choose the right style of video
There are many options when it comes to selecting a video for customer service. A single umbrella covers videos like demo videos, animated explainers, live-action, and interactive videos.
There is no silver bullet to decide which one to use, animated explainer videos work very well in demonstrating your message with the help of animated characters that are easy for trainees to digest. Research and studies have shown that audio, when combined with an animated character, can help you retain up to 50% of the information.
Minimize the cost of training resource
Think of organizing a new training session each time you hire a new employee. Doesn’t this impact the company’s budget? Planning and organizing the course is not only time consuming but also a costly endeavor. With training videos, you solve this problem by letting employees get trained and informed at their convenience.
Track and Keep a record
Providing the right content is an integral part of the process, but it won’t make you win the game. It is crucial to monitor and track how effectively the training is going. Is the training process being digested by the trainees? Is it translating into the customer service in the right way?
Tools like survey money offer a great way to keep track of such activities using pre-made templates.
Tracking customer service training can give you:
- opportunity to analyze statistics and keep track of the process of your learners’
- chance to calculate ROI and hard numbers to determine if the training program will be a good investment.
- Opportunity to maintain an employee log to make sure no one is left behind the training process.
- opportunity to document the process