With everything equal, great customer service is the standard that separates businesses from the competition. And in some cases, it can even give them an advantage over a competitor selling a better product.
Customers are the lifeblood of any business, and the quality of customer service plays an important role in determining the long-term success or failure of a business.
To achieve good customer service, employees must undergo or should have passed a customer service training program. These qualifications equip employees with the necessary skills to deliver excellent customer services.
Requiring employees to undergo customer service training might necessitate the spending of additional resources in time and money, but businesses must also understand that the rewards of good customer services far outweigh its initial costs.
5 Objectives of Customer Service Training
In order to be an effective customer service training resource, it must be able to deliver these objectives. As an RTO you should only select training materials and resources that are able to equip students with the necessary customer service skills that are required for today’s business environment. To get a better idea on what makes a great customer service training resource, below is a list of must-have objectives.
1.Equip employees with the right attitude and people skills
With proper customer service training, employees are able to improve their existing customer skills or acquire new ones. The goal of the various training programs includes improving customer-employee interaction, conflict resolution and better organisation skills.
Businesses who require employees to undergo customer service training can benefit from a uniform standard for customer-employee interaction. This enables businesses to deliver a more consistent customer service experience.
2. Gives employees a deeper appreciation of each customer and their relation to the long-term success of the business
One of the objectives of customer service training is to give employees a better understanding of the importance of customers in the success of the business. Employees who are able to grasp this concept could also appreciate the connection between the success of the business and their long-term employment.
When an employee realizes how the quality of customer services, they provide can affect them personally, businesses can expect better compliance from their employees.
3. Ability to resolve customer issues and prevent future conflicts
Good customer service also helps employees deal with difficult situations such as resolving customer issues. An employee who has undergone training can be more confident in their ability to resolve customer complaints positively.
With customer service training, businesses are also able to prevent future conflicts by implementing good business practices.
4. Give a uniform positive customer experience across the business
A properly trained workforce in customer service ensures the same customer experience across the business. Whether it’s the doorman, waiter, or manager, customers can be sure that they will be getting the best customer services from the door to the table.
When good customer service is institutionalized, businesses can be assured of better customer satisfaction which in turn leads to better sales and customer retention.
5. Identify and respond to the individual needs of the customer in a timely and appropriate manner
An employee with proper customer service training can quickly identify and respond accordingly to the individual needs of customers. This includes providing a more personalised approach to each customer.
Customer Service Training Resources
Who can deliver customer service training?
Anyone can deliver non-accredited customer service training, and many organisations will commonly deliver informal or even formal in-house customer service training as part of their workforce development.
Registered Training Organisations (RTOs) are able to deliver nationally-recognised and accredited training in customer service units, skillsets and Certificate and Diploma courses. RTOs provide nationally recognised training as published on the National Register of Vocational Education and Training.
Covered areas include:
- Units of competency
- Accredited courses
- Skill sets
- Training Packages
What is included in a customer service training resource?
Customer Service training material inclusions may vary by publisher, but most training resources include:
- Assessment Workbook for the student
- Learner Resource with information for studying
- Trainer & Assessor documents with marking guides, instructions etc
- Extensive mapping documentation
What are the benefits of good customer service?
According to business.gov.au, an online government resource for the Australian business community, good customer services helps:
- increase customer loyalty to your business
- increase the amount of money each customer spends with your business
- increase how often a customer buys from you
- generate positive word-of-mouth and a good reputation
- decrease barriers to buying (for example, if your business has an excellent customer service record dealing with refunds, you’re more likely to entice a hesitant buyer to purchase from you)
Where can I get customer service training resources?
Compliant Learning Resources is a publisher and distributor of Customer Service Training Resources for the Australian Vocational Education and Training (VET) sector. Our training materials are intended to facilitate delivery and assessment of nationally recognised and accredited Australian Certificate & Diploma training programs.
However, many of our training resources can be adapted to deliver non-accredited training in Australia or internationally, including internal training delivery within your organisation.
Our list of high-quality customer service training materials and resources includes:
- BSB20215 CERTIFICATE II IN CUSTOMER ENGAGEMENT
- BSB30215 CERTIFICATE III IN CUSTOMER ENGAGEMENT
- BSB40315 CERTIFICATE IV IN CUSTOMER ENGAGEMENT
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