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Customer service training
No matter what industry you’re in, customer service should never be overlooked. People don’t always remember what they have bought from a company or what service they’ve used – but they will always remember their experience and how it made them feel.
If your customer service made them feel valued and helped them make an important decision, they’re much more likely to use your business again. Customer service cements trust and loyalty between you and the customer and this naturally leads to repeat business with your company in the future.
Taking an online course in customer service isn’t just beneficial for employees working in a customer-facing role – we all deal with customers daily, whether they’re external or internal to the business.
Empower your employees with the right customer service training solution, to achieve the best results for your business.
Online customer service courses
While you may be eager to make sure your business is compliant with state laws and industry regulations, you might still be unsure about exactly how to get started. You understand compliance is important, and essential for the security and reputation of your business, but how do you begin improving compliance within your own organisation?
These days, with so many resources available to us, there’s no reason for any business to be non-compliant. Online training courses are available for all areas of compliance, making training super easy, convenient and effective for employees. Whether it’s workplace health and safety, first-aid or specific local regulations, online training will ensure your staff are always up-to-date with current regulations.
Investing time and money into your compliance program to teach staff about company regulations and standards will ensure your organisation stays up-to-date, relevant and on top of compliance issues, while also minimising the risk of legal problems.
Having a good compliance training program in place also sends a message to staff that you expect a workplace culture that is safe, fair and equitable.
Curated Content E-Learning Hub
In Premium plans, you’ll find a huge range of online training materials covering all aspects of compliance – from employee health and safety, to workplace harassment and discrimination, as well as social media usage and data security.
We partner with the best training providers across the world, to bring you online training courses that are interactive, engaging and able to meet the unique learning needs of your employees. Many of the online courses within Premium contain animated videos and quizzes, that help to make the subject of compliance more accessible and interesting for staff.
Premium also makes compliance tracking and reporting more straightforward for managers and HR teams, giving you the ability to quickly and easily track employee progress and make sure all staff have successfully completed their compliance training.
Customer services Training Insights
What is Customer Service?
Customer service is the provision of service to customers before, during, and after a purchase. It includes answering customer questions, handling complaints, and providing information about products or services.
Effective customer service training teaches employees the skills necessary to provide quality customer service. It can include training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
Customer expectations have to do with the overall customer experience. They can be summarized in three words: fast, friendly, and accurate.
Employees need to be trained to handle difficult customer situations. This may include dealing with complaints, refunds, and returns. It may also include handling angry or frustrated customers.
Why is training important in customer service?
Employees who have received customer service training are better equipped to handle customer inquiries and complaints. They are also more likely to provide quality customer service, which can lead to increased customer loyalty and revenue.
Anyone who provides service to customers, including front-line employees and managers, should receive customer service training.
Guest Experiences are Key to Business Success:
Customer satisfaction is key to the success of any business. This is especially true for businesses that rely on guests, such as hotels, restaurants, and casinos.
Guest experiences are determined by a variety of factors, including the quality of the food, the quality of the service, the level of hospitality shown by the employees, and the overall atmosphere. It’s all about meeting and exceeding customer expectations.
What should a customer service training program for Healthcare include:
A customer service training course for Healthcare can include a variety of topics, such as:
– Providing excellent customer service
– Handling difficult customers
– Dealing with complaints
– Responding to inquiries
– Upselling and cross-selling products or services
– Building customer relationships
– Meeting customer needs
– Understanding Healthcare terminology
– Following HIPAA regulations
– Using customer service best practices
The content of a customer service training course can be customized to meet the specific needs of Healthcare organizations. They may also vary depending on the size and type of organization, as well as the customer base.
However, most customer service training materials for Healthcare will include some basic components, such as providing excellent customer service, handling difficult customers, and responding to inquiries.
Organizations may also want to consider including training on HIPAA regulations, as these are important for anyone working in the Healthcare industry.
When it comes to providing excellent customer service, it is important to remember that everyone deserves to be treated with respect and courtesy. Healthcare workers should be polite and helpful, and always work to meet the needs of their patients or customers.
In addition, they should be aware of the different types of difficult customers and know how to handle them effectively. This may include dealing with complaints, resolving conflicts, and handling angry customers. It is also important to be able to respond to customer inquiries promptly and to have up-to-date information about the products or services they offer.
By following these tips and using customer service best practices, Healthcare organizations can provide an excellent experience for their customers.
What should Customer service training courses for Retail include:
There are many different things that customer service training courses for retail should include. One of the most important things is teaching employees how to deal with difficult customers. This could include learning how to defuse a situation, how to stay calm under pressure, and how to effectively communicate with customers who are angry or upset.
Another important element of customer service training is teaching employees about the products that they are selling. This includes knowing the features and benefits of each product, as well as how to answer customer questions. Employees should also be taught about the company’s return policy and how to handle refunds.
Customer service training coursess for retail should also include training on proper etiquette. Employees should learn about the dos and don’ts of customer service, such as how to properly greet customers, how to speak with customers on the phone, and how to handle complaints.
Finally, employees should be given training on the basics of retail sales. This includes learning about basic product knowledge, effective selling techniques, and up-selling and cross-selling. Employees who are knowledgeable about these topics will be better equipped to sell products and services to customers.
What should Customer service training materials for Hospitality include:
Customer service training courses for the Hospitality industry should include modules on how to deal with difficult customers, how to provide excellent customer service, and how to handle complaints. They should also include interactive exercises that allow participants to practice their skills. Finally, the programs should be tailored to meet the specific needs of the hospitality industry. For example, front-line staff in a hotel may need different training than those working in a restaurant.
One of the most important things that a customer service training program for Hospitality should include is how to deal with difficult customers. Difficult customers can be very frustrating, and it is important to have some strategies in place for dealing with them. One approach is to try to understand why the customer is being difficult. Maybe they are angry about something that has nothing to do with you, or maybe they are having a bad day. Once you understand the situation, you can try to address it. You may also need to be firm and take control of the situation.
Another critical skill that a customer service training course for Hospitality should include is how to provide excellent customer service. This involves going above and beyond what the customer expects. Maybe you can offer them a drink or some snacks while they wait, or you can give them a discount on their bill. Whatever you do, make sure that it is something that the customer will appreciate.
Finally, customer service training courses for Hospitality should include modules on how to handle complaints. Complaints can be very frustrating, but it is important to stay calm and try to address the customer’s concerns. You may need to apologize for the problem and offer a solution. If you are unable to resolve the complaint, make sure to follow up with the customer after they have left.
All of these skills are important for providing excellent customer service in the hospitality industry. Make sure that your customer service training program includes modules on each of them.
What should Customer service training programs for financial services include:
One of the most important aspects of providing great customer service within the financial services industry is having a comprehensive training program in place. This program should include both initial and ongoing training and should cover all aspects of providing customer service. Some of the key elements that should be included in a customer service training program for financial services are:
– Understanding the company’s products and services
– Understanding the needs of the customer
– Handling customer inquiries and complaints
– Providing accurate and timely information
– Building and maintaining customer relationships
A good customer service training course will help ensure that your financial services employees are well equipped to provide superior customer service. By providing exceptional customer service, you can set your business apart from the competition and build long-term customer relationships.
Important Customer Service Soft Skills to Hire and Train For:
Skills required for customer service include communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
A customer service representative must be able to communicate effectively with customers. This includes being able to listen attentively, ask relevant questions, and respond clearly and concisely.
A customer service team must be able to identify and solve problems quickly and efficiently.
3. Time management:
A customer service team must be able to manage their time effectively to provide quality service to customers.
Customer service team members must be able to organize their work efficiently to provide good customer service.
5. Attention to detail:
Customer service teams must be able to pay attention to detail to properly address the needs of their customers, and meet or exceed customer expectations.
A customer service agent must be able to put themselves in the shoes of their customers and understand their needs.
7. Customer service orientation:
A great customer service team must have a strong understanding of what customer service is and the importance of providing quality service.
These are just a few of the important soft skills that customer service agents should possess. Many other skills can be beneficial, such as patience and problem-solving ability. It is important to assess the needs of your business and hire or train reps who have the skills necessary to meet those needs.
Customer Service Representatives & Dealing with difficult customers:
Customer service representatives will inevitably encounter difficult customers from time to time. One of the most important skills that customer service reps must possess is the ability to deal with difficult customers. This includes being able to remain calm and professional, address the customer’s concerns, and satisfactorily resolve the issue.
Training in customer service can help employees learn how to deal with difficult customers. Training can provide employees with the skills they need to remain calm and professional, identify the source of the problem, and resolve the issue in a way that satisfies both the customer and the company.
A customer service team needs to be able to handle difficult customers, as it can help to maintain a positive relationship with the customer and resolve any issues that may arise.
To provide quality customer service, employees need to be properly trained in the necessary skills. This includes training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation. These are some of the most important skills that a customer service team needs to provide quality service. Employees who have received customer service training are more likely to be able to handle customer inquiries and complaints effectively and resolve any issues that may arise. This can lead to increased customer loyalty and revenue for the company.
Call center customer service:
The customer service agent in a call center are the first line of defense when it comes to resolving customer complaints and inquiries. As such, these employees need to be properly trained in the necessary skills. This includes training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
Types of Customer Service Training:
There are a variety of customer service training courses that are available to employees. Some of the most common types of training include:
– Communication training
– Problem-solving training
– Time management training
– Organization training
– Attention to detail training
– Empathy training
– Customer service orientation training
5 Benefits of a training program for customer service:
1. Increased customer loyalty:
When employees are properly trained in customer service, they are better equipped to handle customer inquiries and complaints effectively. This can lead to increased customer loyalty and satisfaction.
2. Improved employee morale:
Employees who receive training in customer service often feel more confident in their abilities and have a better understanding of what is expected of them. This can lead to improved employee morale and job satisfaction.
3. Reduced customer complaints:
Employees who are properly trained in customer service are more likely to be able to satisfactorily resolve customer complaints. This can lead to reduced customer complaints and a more positive image of the company.
4. Increased sales:
Employees who are properly trained in customer service are more likely to be able to close sales and achieve their sales goals. This can lead to increased revenue for the company.
5. Enhanced customer service:
When employees are properly trained in customer service, they are better equipped to provide quality customer service. This can lead to a more positive image of the company and enhanced customer satisfaction.
How do you train customer service skills?
There are a variety of ways that you can train customer service skills. Some of the most common methods include:
– In-house training
– Online training
– Third-party training
In-house training is where the company provides training to its employees internally. This often includes training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
Online training is where employees receive training from a third-party provider online. This often includes training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
Third-party training is where employees receive training from a third-party provider outside of the company. This often includes training in communication, problem-solving, time management, organization, attention to detail, empathy, and customer service orientation.
Which type of customer service training is best?
There is no one-size-fits-all answer to this question. The best type of customer service training depends on the company and its employees. However, most companies find that in-house training is the most effective way to train customer service skills.
Having said that, online customer service training offers the best return on investment in terms of saving time and expenses.
Hiring vs training Customer Service Candidates:
There are pros and cons to both hiring and training customer service candidates.
– Pro: Hiring customer service candidates already has the potential to have a positive impact on the company, as they have likely been screened and selected for their customer service skills.
– Con: Hiring customer service candidates can be expensive, and there is no guarantee that they will be a good fit for the company or that they will have the necessary skills.
– Pro: Training customer service candidates allows the company to assess their skills and determine if they are a good fit for the company.
– Con: It can be expensive to train customer service candidates, and there is no guarantee that they will be a good fit for the company or that they will have the necessary skills.
In the end, it is up to the company to decide which option is best for them. However, both hiring and training customer service candidates can have a positive impact on the company.
The risks of poor customer service:
There are several risks associated with poor customer service. Some of the most common risks include:
1. Lost revenue:
Poor customer service can lead to lost revenue for the company, as customers may take their business elsewhere.
2. Negative image:
Poor customer service can lead to a negative image of the company, which can impact its reputation and sales.
3. Lower employee morale:
Poor customer service can lead to lower employee morale, as employees may feel that they are not valued or appreciated.
4. Lost customers:
Poor customer service can lead to the loss of customers, which can impact the company’s bottom line.
5. Increased expenses:
Poor customer service can lead to increased expenses for the company, as it may need to invest in additional training or staff to improve its customer service.
Poor customer service can lead to litigation from unhappy customers, which can be costly for the company.
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