5 tips on how to create a customer service training program

Hiring the right people is the first step to setting up a successful customer service team. But a well-planned customer service training program is also key to equipping your staff with the right knowledge and skills to deliver a positive brand experience. We’ll share tips on how to create an effective customer service training program. 

By Alexandra Hemmer on May 28th

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What is customer service training?

Customer service training or e-learning programs equip your customer service representatives with the skills and knowledge they need to deliver a positive brand experience. But in addition to having strong knowledge of your brand, product, or service, they should also have professional listening and empathy skills to build strong customer relationships.

An effective customer service training program can ultimately lead to better customer satisfaction, which can strengthen retention rates and help keep churn rates low.

How to create a customer service training program

Here are 5 tips to set your customer service training plan up for success:

  1. Identify your learning objectives

    Knowing your learning objectives can lead to a more focused and engaging experience for your learners. For example, will your course focus on building empathy and listening skills? Will it focus on how to respond to specific customer pain points? You might even have multiple course sections, each with unique learning objectives. Regardless, knowing your goals helps ensure you only include relevant information in your course.

  2. Refer to your brand and company culture

    While customer service professionals focus on building strong client relationships, they are also brand representatives. Even if your learners are already familiar with your brand, reminding them of what your company stands for in the course can serve as a helpful context for the new skills they’re picking up.

  3. Decide how you will assess your learners

    Knowing what content to include is essential, but it’s just as important to have a plan to measure your learners’ progress. Consider including a short assessment at the end of a section, like a quiz or true-or-false exercise. Assessments can help measure how much your learners have retained. They can even help determine how effective your content is and whether you should make any changes.

  4. Know how you’ll host and share your course

    A Learning Management System (LMS) is a common digital learning platform for storing and managing your courses as well as tracking your learners’ results. If your organization already has an LMS, be sure to add your learners to the system so they can access your course. If you’re using a separate authoring tool to create your course, exporting it in an LMS-friendly format like SCORM or xAPI will allow you to easily move your content between LMSs that also support those formats.

  5. Be sure to update your training content over time

    In a fast-paced world where job descriptions evolve and skill demands can change, it’s possible you’d need to update your customer service training design from time to time. Using an authoring tool that allows you to easily make changes to your content without having to create the entire course from scratch again will save you both time and costs.

Choose the right authoring tool

Our experts created the ultimate guide to help you select an authoring tool that fits your organization’s needs.

Create your customer service training program with Easygenerator

With a user-friendly authoring tool like Easygenerator, anyone can create engaging customer service training for employees. Our drag-and-drop interface combined with in-app support services makes it easy for anyone to get started. We’ve also put together a customer service training template that includes ready-to-use content, minimizing your workload.

At the same time, any course you create using Easygenerator can be exported into LMS-friendly formats like SCORM. This means you can create an engaging course using our tool while knowing you can easily transfer it to other SCORM-friendly platforms anytime. This also means your organization doesn’t have to give up using your preferred LMS if you have one already.

Finally, Easygenerator also enables an Employee-Generated Learning (EGL) approach, where subject matter experts can create training content themselves. This means your customer service managers can leverage our tool to share their expertise directly with their teammates. By reducing dependency on instructional designers, the EGL model can speed up content creation and allow your employees to obtain the knowledge they need sooner.

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About the author

Alexandra Hemmer is a copywriter at Easygenerator. Originally from Singapore, she spent her higher education years in the U.S. where she kickstarted a career in content marketing and journalism. She currently resides in the Netherlands, embracing her Dutch-Indonesian roots.

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