Customer service is a vital business function. 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.
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.
Customer needs and expectations keep changing, hence trainings need to keep evolving.
Trainings have to be highly experiential as the customer service personnel deal directly with the end-consumers.
Organizations create trainings that are rich in information. However, it is not presented in a way that engages the learners 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.
Trainings must also impart practical, communication-based competencies in a way that is impactful, continuous and far-reaching.
We have worked with several organizations to develop engaging customer service training solutions. We create training solutions that impart practical training for developing service excellence. Some of our solutions are:
Courses that develop soft skills like voice training, modulation, improved communication etc.
Courses that improves professional strengths, and help employees connect more with their job. Example – Understanding of organization policy; Code of conduct etc.
Informative courses on products along with techniques of selling them better.
Courses on process knowledge to help employees attain better productivity and work standards.
Courses, which teach new software applications and other technical aspects of work like filling up customer feedback forms and so on.
Simulations or games, which teach skills or other work related proficiency through experiential means.
G-Cube has helped several organizations achieve excellence in customer service through technology-aided innovative solutions. Our experience in this domain includes:
Developed a comprehensive course for an automobile company on the importance of effective communication and ways of communicating well.
Developed another informative module for an automobiles company on good practices within the industry.
Course developed for Electronics and Technology company to better assess feedback from clients.
A course on improving customer experience during and after sales for a software company.
A game created to improve customer engagement within minimum time for a banking company.
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.
"Awesome job done by the team!!! It was a great job done by the team on the alpha versions till now. Looking forward to the similar support in other modules that are yet to be sent."
Karen Arethina | Assistant Manager HR at Cavinkare
"I just wanted to let you know that I am crying right now. Tears of joy! Sections 1-6 look amazing. You did a stellar job and there are only TWO OIL items! One requires an Xpaner to address first before you can proceed. The other is for GCube: Thank you so much! Fantastic work!!!"
Rene Smid | Account Manager, Xpan
"The intermediate result is very good and it looks like a good support to learn risk assessment and management. You can encourage the team developing the course, it is yet quite impressive."
Karthikeswaran Velayudam | Program Manager - Learning Solutions, Schneider Electric.
Please fill this form to view our product demo.