Customer Service

The saying is true – If you do not take care of your customers, others will. Customer service is an essential business function that forms the center stage for interaction between the company and its customers. It plays an important role as it deals with customers directly. Imparting customer service training requires an in-depth understanding of the customer’s needs and expectations. An important aspect of the training is to provide solutions to meet those needs and expectations through consistent and positively reinforced training. It is important to identify customer’s needs and the existing skills of the employees while implementing the customer service training. From these findings, the training module best designed and implemented. It also requires constant re–evaluation of the standards of customer service delivery.

It is also important to note that a single customer care course is sometimes too limiting. Companies need to give their employees access to a wider range of knowledge source, subject matter experts, examples of best practices and other peoples’ experience of customer service. Effective and thought-provoking method of engaging employees is critical for companies today. The flexibility and convenience of online courses can work wonders for an organization; especially the ones that are trans-national or have a global spread. It can be the only realistic way of delivering training and spreading a consistent customer service message across large organizations. If done in the right way, it is capable of motivating and inspiring employees to turn around their level of service quality drastically. Understanding these variables helps in designing and creating eLearning training modules which yield benefits for employees, customers and business, holistically. 

The Challenges

Customer expectations are on an all-time high. In spite of continual insights, many customer needs are still not fulfilled. This is a clear indication that training needs to be more stringent. Some of the challenges include-

• As the needs and expectations of the customer keep changing, hence training needs to keep evolving.
• Training has to be highly experiential as the customer service personnel deal directly with the end-consumers.
• Organizations provide training that is rich in information. However, it is not presented in a way that engages the learners, thereby resulting in failure to achieve desired results.
• Ineffective motivation of customer service employees is directly proportional to the missing ‘customer delight moment’.
• Customer Service Training must seek to change the behavior and attitude of employees, which is hard to attain.
• Lastly, training must also impart practical, communication-based competencies in a way that is impactful, continuous, and far-reaching.

Our Solutions

According to Brandon Hall Group’s Extended Enterprise 2017 survey, 55% of businesses say eLearning customer training programs fortify customer loyalty and improve customer relations. Let us look at myriads of benefits of the same-

• Soft Skills Training– The training offers courses that develop soft skills like voice training, modulation, improved communication etc.
• Professional Training – eLearning courses that improve professional strengths, and help employees connect more with their job. For example – understanding of organization’s policy, code of conduct, health and safety compliance etc.
• Product Training – Interactive, informative, and intuitive training courses on multiple ranges of products along with techniques of selling them better.
• Technical Training – Different courses which teach new software applications and other technical aspects of work like filling up customer feedback forms and so on.
• Process Training – eLearning training courses on ‘process knowledge’ to help employees attain better productivity and work standards.
• Games or Simulations- We also incorporate simulations and games with eLearning content, to teach new skills or other work-related proficiency through experiential means.

Our Solutions

GCube has delivered innovative technology-aided eLearning solutions to aid organizations achieve excellence in customer service. Our experience in this domain includes:

• Course on Effective Communication– We have created a comprehensive course for an automobile company on the importance of effective communication and ways of communicating well.
• Course of Good Manufacturing Practices – At GCube, we have developed another informative module for an automobiles company on good practices within the industry.
• Course on ‘Giving and Receiving Feedback’ – We have also created courses for Electronics and Technology company to better assess feedback from clients.
• Course on ‘Customer Experience’ – Effective eLearning content on improving customer experience during and after sales for a software company.
• Maze game to save time in Customer engagement – We have also designed a game to improve customer engagement within minimum time for a banking company.
• Website Training- Lastly, we have developed a course for an insurance company. An application-based training for employees on the functionality of a new website that helps clients assesses products better.