Recognizing the perfect customer service resume
When rifling through resumes to find the candidates for you team, keep in mind the characteristics you want in a candidate and how those are exemplified in action. For example, if you’re looking at a call center resume, and the person notes one of their strengths as listening — even if they’re shy — they could be a great candidate. But if you are glancing at a retail resume, you might want to note the experience that requires a lot of in-person communication.
When interviewing for a role, make sure the candidate has a clear understanding of what they’ll be doing. It’s important that the candidate is just as informed about the position as you are about the candidate. List the customer service duties and responsibilities required for the job, and allow the candidate to elaborate on their own list of good customer service skills.
Customer service training
Once your ideal candidates sign the contract paperwork, it’s training time. Customer service duties will vary day-to-day and between companies. You’re going to need more than free customer service training materials from a third party to get your team in tip-top shape. We have a few resources on customer service training ideas, but we’ll brief you on a process here.
When you’re building out your customer service training, be sure to mix up the methods of which you use. Many companies are using on-site training, but augmenting it with online customer service training. Like mentioned above, by creating your own, customized training, you’re given the opportunity to mold your learners to the messaging of the company. They understand your product and your practices faster with indigenous learning content.
Holding customer service training activities during your on-site sessions will not only help your team get comfortable with each other, but it will also open up different perspectives to problem-solving. You can cover your daily customer service duties list in eLearning. Use in-person training to discover the strengths and weaknesses of your team. Break the ice with customer service games. Have an open conversation about what bad customer service looks like and examples of good customer service skills, while making it fun. Need ideas? We have a few customer service resources to start you off.
Back to training as a whole, you shouldn’t expect your customer service team to ramp up in two day’s time. Sure, you can spend your first week intensively training, but set a pace for your learners in their first few months. Send a weekly lesson highlighting your employees’ great customer service skills. Examples from the actual context of your company are a great way to praise and encourage actions from your employees. Here are a few other tips to consider when honing customer service skills.
Practice makes perfect when it comes to good customer service. Customer service training videos and resources are an employee’s friend, but they cannot replace the power of practice. For a call center employee, their first day live on the phone is similar to running a marathon, and they’d like to run the marathon well. Just like a runner knows they have to practice and run often before they take a stab at a marathon, a rep who wants to deliver excellent customer service experience must do the same. For employees or call center representatives to deliver good customer service and “run their marathon”, they’ll need to practice. Role-playing is a useful tool to ensure customer service representatives are prepared to provide an exceptionally good customer service experience. After they practice different scenarios together, they’ll begin to feel confident in the customer service experience they are offering, leading to the development of 5-star customer service skills.
5-star customer service skills require ongoing training
The customer service experience and industry are continually changing, and staying up-to-date on good customer service demands intentionality. Training focused on the customer service experience may include a few of these things:
- Skills check. Give reps a few customer service tips and develop a list of vital customer service training topics or rules of thumb that employees should be regularly following. Specific customer service experience skills can decay over time, so a customer service skills check creates alignment and helps ensure the company is delivering a consistent experience across the board.
- A reminder of why good customer service matters. Employees can forget the purpose of their work and the value of the customer service experience they’re providing. Jog their memory with one or two customer service examples within the company, and celebrate the outcome. The team can share good customer service feedback examples with their peers as well. A stellar customer service experience is the lifeline of a customer-focused company. Each interaction of each employee on the frontline represents an invaluable opportunity to build brand loyalty through good customer service.
Sculpting the good customer service skills
Customer service, whether it’s over the phone or in-person, can’t be learned in a day. Keen knowledge learned will be the difference between good customer service skills and bad customer service skills. To always keep your employees aware, create a customer service skills list they can keep at their desk or by a register.
The skills list can outline the overarching characteristics employees must convey to customers when helping them. You can always elaborate each skill set in your eLearning, but it’s nice to have something in-sight for triggered remembrance. Here are some realistic contexts we see our learning impact everyday:
Customer service duties in retail are extremely correlated to sales. From the moment a customer is greeted when they walk in to the time they cash out, that customer’s experience will weigh heavily on your customer service. Good customer service skills in retail come from every role. As a cashier, you have to know how to appropriately do returns and explain any policies to customers that may not understand. If you’re working a floor, you have to be able to accurately inform customers of current sales and new products, while keeping in the customer’s best interest. All of this requires good communication, and in your training, you need to detail what that good communication looks like.
Generally in a call center, all communication is executed online or over the phone. This can prove to be a challenge when customers are confused or frustrated. Load your call center customer service tips up with discovery questions and particular methods of phrasing to problem-solve in the politest way possible. We call this a communication skills list. This can consist of customer service phone tips and tricks to get customers on the line, understanding, and buying. Customer service tips for call center agents is also great material to refresh and assess learners on. In fact, when covering customer service duties — call center or otherwise — it’s important to assess your learning to make sure everyone is on the same competence level. We’ll get to that in a bit.
As mentioned, these are just a few examples of contexts where customer service makes a world of difference. The important thing to do as a manager is to make sure every one of your employees is learning the right things in the right way and retaining the information. If you’re looking for more customer service training tips, check out Lessonly’s page of free customer service resources.
As a buffer, here is a list of customer service skills we think necessary in any industry. By taking these skills and honing them for your employees in accordance to your company’s messaging and values, you’ll be right on your way to smooth, consistent customer service:
Patience: Patience is a virtue. And it’s that kind of virtue your representatives need to maintain a healthy relationship with customers and with themselves. Representatives that are patient will exude that patience to customers. If everyone remains calm and collected, problems get solved more easily and customers remain loyal.
Attentiveness: This is a no-brainer. If your employees aren’t observant and constantly aware, they’ll miss opportunities to help or even sell. Listening and inquiring play a huge part in the attentiveness skillset. Your reps should be able to ask the right questions and listen and record responses for further assistance.
Communication: Communication is key. Yet, it’s a broad skillset. Consider the mediums in which your employees will be communicating every day. If it’s over the phone, in-person, through online chat messaging, or all of these things, build out detailed guidance in your training for employees to go by. The type of communication you want to elicit from your workers should be exemplified and reinforced by you.
Time Management: It’s super unlikely that your reps will only deal with a customer who has one, simple problem-solution scenario at a time. It helps if, in your training, you condition reps to deal with different scales of problems at one time. For example, if a rep has to take a phone call for a customer, but also help one in-person, be sure they know how to gauge the immediacy of each problem and prioritize which one should take precedence.
These four skills aren’t the only skills your reps need, but they are necessary. As you build out your employee training for customer service, definitely include these four skills as courses.
Improve customer service skills with Lessonly by Seismic
There’s no shortage of customer service skills that agents need to deliver superior support to each and every customer. Customer service teams use Lessonly by Seismic to get new agents up to speed while keeping tenured agents sharp, address skill gaps with real-life practice scenarios, and correlate skill development with important business outcomes like NPS and CSAT. Interested in learning more? Click here to get a demo.