Are You Training Your Employees on Customer Service Scenarios?

Posted on July 8, 2012


At the end of the day, customer service is about making people feel valued and appreciated.  One aspect of great customer service is using customer focused dialogue.  Every business and every industry has problems that are fairly common, that have fairly routine solutions.   Of course, responding to them is easy if you have dealt with them before.   Even the brightest employees may still stumble when faced with something new.  One way to prevent these mishaps is to train your staff on solving customer issues.

The formula is simple:

  1. Identify common problems customers have.
  2. Craft answers using customer focused dialogue on how to respond to and solve those problems.
  3. Train your employees on these crafted answers so they are prepared.

Easy as 1,2,3? Not always.

Identifying routine problems is easy.  It’s easy to come up with answers for problems that occur a few times a day or a few times an hour.  But what about things that happen a few times a week? Are your  employees prepared to deal with these more infrequent scenarios?   Part of your success with service will be by going beyond expectations.  Identify those less frequent, but still somewhat common issues, and prepare your employees for them.

As for the infrequent and unforeseen problems, you need to be prepared for those as well.  You will never be fully prepared for everything.  You will not have time to create and execute training for every problem in the book for every employee.   However, you can create a protocol for dealing with the new and unfamiliar problems.

A simple one is as follows:

  1. Empathize first.  Acknowledge the problem is real.
  2. Offer to help, if possible.
  3. Be proactive.  Look for ways to solve the problem or find someone who can.

Following these steps will help you improve your customer service.  Training your employees on solving problems using customer focused dialogue will help your organization succeed.   You may not have the answer to the problem or the answer the customer is looking for.   However, always have an answer that makes the customer feel valued and important.