Customer Service Training

What is customer service training?

Customer service training is any type of training that serves or enables customer service teams to perform their duties effectively. Examples include onboarding training for customer service agents, microlearning courses on product overviews, and soft skills training on how to handle difficult customer interactions.

Example: Our customer service training courses are designed to increase customer loyalty by addressing common pain points in the user journey. 

Why is customer service training important? 

By providing ongoing training opportunities for a customer service team beyond initial onboarding, companies are typically better poised to deliver exceptional customer service that increases customer satisfaction. 

What are the different types of customer service courses?

Within a single customer service training program, a variety of types of training courses can—and should—exist. Initial onboarding courses are important to acquaint agents with context about the organization, key software used on the job, and how to perform essential daily tasks. However, training shouldn’t stop there.

Ongoing customer service skills training, like regular product training, is also important to keep agents’ skills sharp as a business and its customer base evolves. These ongoing learning opportunities may be offered as short microlearning courses when possible to avoid pulling agents away from interacting with customers. 

Because their roles are customer-facing, agents may also benefit from soft skills training opportunities. This type of training handles skills that are more difficult to measure, but still essential for providing great customer service, such as empathy and problem-solving. These courses can help agents perform key duties like managing customer expectations, resolving challenging interactions, and surprising and delighting customers with above-and-beyond service. 

When a variety of types of service knowledge are included within the program, as well as an array of types of customer service training, agents are better poised to deliver exceptional service that keeps customers with the business over time.