Train Customer Service Reps for Success
Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details:
- The skills customer service teams need to meet customers’ expectations
- Techniques for training new hires for those skills
- Methods to effectively support customer service reps after the training program
- Ways to prepare reps for the future
Tools & Resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts.
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Full Profile
Rachel Armstrong, APTD, is the L&D specialist at Brother International. She designs and leads a variety of interactive professional development training courses for in-person and virtual audiences. She has also designed and facilitated multiple customer service training programs using a variety of learning techniques that reinforce the use of technical skills while emphasizing the importance of customer service satisfaction.
