If companies can exceed customer’s expectations, they provide an excellent customer support. Customer service training or CST is an activity – teaching customer representatives how to use positive language, respond with value or communicate with angry customer.
They learn some new skills or information about products or services in order to increase a customer satisfaction and loyalty. Customer representatives get more professional and trained. It can also help business increase sales, revenues and reduce cost.
Customer service training (CST) is a training for employees of an organization aimed at developing their knowledge, skills and competences that will increase customer satisfaction. Each employee who has contact with the client should undergo such training, with particular emphasis on the customer service team.
Every employee who has contact with the client should participate in customer service training. Regardless of whether it is a person working on the customer service team or a member of the marketing department, or someone who works at the reception desk of the organization's office. Thanks to this, everyone has the basic knowledge that puts the organization in the eyes of the customer as professional and one that puts the customer in the spotlight.
The types of training for customer service are great. The first is instructor-led training. This form is very interactive and allows you to talk and share knowledge. Another example is a webinar, which is a more one-sided webinar, however participants can usually ask questions and conduct discussions in writing. Another form is e-learning, which can be individually completed at home. Mentoring is next. In this case, we usually deal with work 1 to 1. In addition, we have instructions that explain how to get the job done, Electronic Productivity Assistance System (EPSS), which helps employees acquire the technical skills they need to provide excellent customer service.
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