3 Customer Service Training Ideas For Small Businesses

It doesn’t matter what product or service your business offers. And it doesn’t matter what your company’s overall goal is or what business model you’ve put in place to reach that goal. What matters most is the customer service you provide. Customer service is the heart of every business and the customer service team can make or break your business. Small businesses sometimes struggle with the financial and time commitments associated with training – but customer service training is vital to your success – so here are three customer service training ideas any business can easily implement.

Create Games that Focus on Service

Customer service should be fun and your employees should enjoy helping your clients. The angrier the customer, the greater the satisfaction will be upon successful resolution. Training isn’t normally considered fun – but it can be when you create games that teach your team how you want them to work with customers and then reward them for acting accordingly. The reward can be as little as snacks or a company t-shirt – anything that shows you appreciate the work they put into learning and applying new skills to their interactions with customers.

Provide Answers Other Than ‘NO’

Your customers don’t want to hear the word no. Even though you probably can’t fulfill every request or demand made by a customer, there are ways to avoid using the word ‘no.’

Get your team together and have them discuss and develop alternatives to ‘no.’ This discussion should cover a number of topics, from meeting customers in the middle to how to handle a customer who remains unhappy, despite the solutions you’ve proposed. Though this type of conversation may not appear to be an official training session, an informal gathering like this could end up being extremely valuable to your staff and your customers.

Celebrate Positive Behavior

While doing so may not seem like a training technique, making a big deal out of positive behavior just may be the best form of teaching you can offer your employees. Take the time to go nuts about positive behaviors (like being fast and accurate, being respectful all the time, and educating customers) and acknowledge big milestones and achievements. Celebrating your employees will help create a more positive work environment and, as we’ve said before: happy employees lead to happy customers.

As you can see, training does not have to take place only in a classroom setting and it doesn’t have to consist only of lectures and videos. The most successful training involves reinforcing positive behaviors, reaching new milestones, and developing new strategies together.