What are the best training resources to build my support team’s skill set?
training resources
Building a strong support team is essential for any business, as it is the first point of contact for customers and clients. A well-trained support team can not only provide excellent customer service but also increase customer satisfaction and loyalty. However, building a team’s skill set can be a challenging task, and it is crucial to have the right training resources in place. Here are a few options to consider:
1. Online courses: Platforms like Coursera, Udemy, and LinkedIn Learning offer a wide range of courses on a variety of topics, including customer service, communication, and problem-solving. These courses are self-paced and can be completed at a time that is convenient for your team members.
2. In-person training: If you have the resources, consider hiring a professional trainer to conduct in-person training sessions for your team. This can be an effective way to provide hands-on training and allow team members to ask questions and receive personalized feedback.
3. Books and articles: There are many books and articles available on customer service. Provide your team members with a list of recommended reading materials and encourage them to read and discuss them as a group.
4. Role-playing: Role-playing can be an effective way to teach your team members how to handle difficult customers or situations. Create scenarios that are similar to those your team members may encounter in their day-to-day work, and have them practice handling them in a safe, controlled environment.
5. Mentoring: Assign a more experienced team member as a mentor to your newer team members. This will allow them to learn from someone who has been in their shoes and can offer guidance and advice.
6. Webinars and Conferences: Attend webinars and conferences that are related to customer service, communication, and problem-solving. This will give your team members an opportunity to learn from experts in the field and to network with other professionals.
Learn how you can train your customer support team to better meet the needs of customers. Click here
7. On-the-Job Training: On-the-job training can be an effective way to teach your team members new skills. Assign them tasks or projects that will challenge them and help them to learn new skills.
It is important to note that training and skill-building are continuous processes. Regularly assess the skill set of your team members and provide them with opportunities to continue learning and growing. Encourage them to take the initiative to improve their skills and knowledge, and recognize and reward them for their efforts.
In summary, there are many training resources available to help your support team improve their skills and knowledge. Regularly assess the skill set of your team members and provide them with opportunities to continue learning and growing.
For more such insightful content on customer service, check out our cs knowledgebase.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.