While we are all facing a wide variety of challenges right now, one that many people have in common is working at home for an extended period for the first time. We certainly understand, as ProSolutions has been a work-from-home (WFH) company for more than 30 years, and we have all gone through that transition process ourselves.
When you think of training, do you only think of it with a capital "T"? You are not alone, many of our customers come to us with the same thoughts, thinking that the only effective training is the formal, longer training class. We like to educate our customers that training can be so effective in small quick hits. For example, we find that our mystery shop's evaluations are perfect to use for swift training, not only for the manager/agent that was mystery shopped, but your entire team can learn from this exercise. For example, managers can take one or two points from a shop evaluation and use those topics to train the team. Managers can generically talk about the points that were made during the shop call and use our suggestions to train the team on how best to handle those points on future customer calls or situations.
Mastering customer service requires you to first master customer conversations. Why? Conversation is the foundation of the customer experience. Each time you communicate with your customers you are paving the road that defines the future of your relationship with them. Your goal is to travel a long road with them, so you need to ask yourself if your conversations are building trust, moving you closer to more sales, effective with resolving questions/concerns, and more.