Customer Service Training for optimizing Learning Talent

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Customer service agents must work on more than just natural talent. Even the best performing agent sometimes needs a professional approach to handle customers smoothly. For agents new to customer service roles, graded levels of customer service training are the recommended courses of action. They begin their learning programs with basic-level training, followed by intermediate and advanced-level training.

Learning talent should be positive and committed to training and development. Learning can be optimized if the top talent gets the necessary training to answer questions from customers, find solutions and support them with general services. The ability of the agent to strike an empathetic conversation with the customers becomes the key to unlocking further business engagement and winning customer loyalty.

What is customer service training?

Customer service training programs are one of the most popular modules in the learning and development of executives. At the end of a training session, an agent becomes a better-than-average executive with new capabilities in handling their job. They gain professional competency that employers can recognize and utilize when hiring for different departments.

The most common customer service training programs covered by corporate training companies are in customer service, help desk assistance, call center services, client services, customer experience, and customer service leadership training.

But every type of training will also depend on the agents’ learning talent.

What is meant by learning talent?

The essential quality necessary for an individual to learn a new skill is learning talent. Theoretically, there are three types of learning talent identified by researchers. These are functional talent, self-management talent, and exceptional knowledge. An individual is said to have functional learning talent if they already possess inherited abilities that can be further developed by experience and supplementary learning. This talent refers to decision-making skills or the ability to solve customer problems. When an individual has developed the capacity to cope with the environment and his surroundings, including people, they haveself-management talent. The third type of learning talent is special knowledge skills. This is the ability of the individual to master information that is specific to their job role or occupation. This can include subjects such as accounting or the ability to use a customer agent console to deliver services. The final say is that an individual needs a combination of all these learning talents to keep at his or her job.

Customer service training programs allow agents to learn in a real-world setting. The programs are designed to give learners a complete experience of attending live calls. In the process, they learn the techniques of conversing with the customers to collect their pain- points or customer queries factually and methodically. They then practice the process of using the company information to help the customer to resolve their issue. In customized customer service training programs, the information or the knowledge base about the organization’s products or services is provided during the training sessions.

The training session itself could be offered as an online session or an instructor- lead session. The primary goal of the training session is to enable the agent to become a problem solver. Excellent communication and soft skills are needed to and at stated customers or emergencies beyond the agent’s control. The activities involved in such training include role-playing exercises and group discussions.

Another popular customer service program is the help desk program. This program aims to train the agents in the help desk software to share their knowledge with other team members quickly.

Customer training programs may expand to call center training modules. They master the skills to communicate with customers over inbound calls, initiate outbound calls to validate technical data, or communicate online. This training typically includes assessing the skill sets and improvement sessions, if needed.

Another category in customer service training is the client services program. This allows new learning talent to gain fundamental knowledge of the customer service industry. This training is essential if the agent is going to be in a client-facing role or involved in sales functions.

Wrapping Up

Organizations need well-trained customer representatives at all first-point-of-customer contact job roles. Professionally qualified customer agents address the customer’s concerns and engage them further and win brand loyalty.

To know more about customer service training and learning talent, speak to our team of experts at Infopro Learning now!


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