Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

Training, Insurance, and Customer Service 3 Tips for Correcting a Mistake Your Business Made

Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

Everyone makes mistakes—there’s no getting around this fact. However, even minor errors can have considerable repercussions when it comes to business. Therefore, it’s always better to take all measures to steer clear of them from the outset. As the saying goes, prevention is preferable to a cure, and you’ll save yourself a lot of trouble if you avoid committing blunders in the first place. 

But the reality is that it’s easier said than done, and some mistakes are unavoidable. The good news is that there’s always a way to correct your errors. This article will cover some mistakes businesses make and how to handle them appropriately, whether in training, customer service, or insurance.

Foster communication

All good leaders understand that mistakes can and will happen. They also recognize the approach of coming up with solutions instead of problems will only backfire because it’ll prompt people to hide their errors or mishaps rather than coming clean with them. In other words, this philosophy will only continue to push people to camouflage or diminish the challenges they’re facing.

To avoid this, try to work on creating a team dynamic that fosters honest and open communication lines and not a culture of perfection and fear. Doing so will enable you to find mistakes as quickly as resolve them, and this can be especially helpful in training.

  1. Remain transparent

The most successful entrepreneurs who can resolve issues efficiently and quickly usually value transparency. This is because they know a holistic and collaborative approach can help effectively deal with issues more than the toxicity of hidden agendas. Whenever a mistake comes up, sharing information and tackling it head-on will enable you to overcome the problem faster.

This also goes for customer service. For example, if the business makes a mistake that binds its customer, instead of hiding it, it’s a good idea to own up to the error and apologize for it before addressing the problem. In doing so, you’ll make the customers feel valued and respected. As a result, they’ll be more inclined to remain loyal to the brand.   

Stay covered

There are times when goodwill alone isn’t enough to correct a mistake in business. When the error can cause significant financial harm to a brand, you’ll need to minimize its impact or compromise the company’s integrity. And one way of doing so is by having the proper coverage. So make sure that you invest in the right policies and have professional liability that is tailored to your need. It might not sound like a big deal, but you’ll be surprised at the problems you can avoid by being adequately insured.

Conclusion

Mistakes can sometimes be inevitable. However, this can also cause a business a lot of trouble. And to avoid this, you must follow the tips listed above. They can get your company out of a bind and allow it to survive problems that would otherwise be catastrophic.

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It is becoming increasingly clear that good customer service is an advantage for a business and, at the same time, can make consumers gravitate towards a company or its competitors.

Customer service is the essential attribute (57%) after price (62%) that makes consumers feel loyal to a brand ( Zendesk 2020 ). 

Continuously working on customer service training allows the team to improve skills and encourage superior work habits, which is reflected in the quality of the service provided. 

Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

A fast, efficient and friendly customer service will help you be seen better in the market and for your customers to feel the value they have within the company. Did you know that half of the customers say customer experience is more important now than a year ago ( Zendesk, 2021 )? 

If you are interested in knowing how to train staff in customer service so that constant training becomes a culture within your company, continue reading. In this post, we explain:

  • How to do customer service training;
  • What is the content of customer service training;
  • What are the types of exercises to improve customer service?

How to do customer service training?

Many companies view customer service training as an expense rather than an investment. The truth is that the more solid the training of your employees, the more feasible it will be for them to meet their objectives.

To give you an idea, a study revealed that companies that invest in the training and experience of their employees perceive three times more profit growth: 50% fewer days of absence and 3% growth in income. 

The same study revealed that these companies have 62% fewer accidents and an 18% reduction in employee turnover.

Here are four steps to take your first steps in customer service training.

  1. Determine the specific needs 

The first step is always to understand why you should do a workout. The diagnosis of customer service training needs should be defined by taking into consideration the following points:

  • Problems that have affected the functioning of the organization or that affect it in the present;
  • cultural or technological changes in the organization;
  • product changes;
  • entrance or exit of members of the customer service team;
  • role changes or job transfers;
  • personal requests from collaborators.

Suppose that the initial response time is high, which has caused dissatisfaction in the users and the loss of customers.

The need for training on this problem could be formulated as follows: the preparation of the customer service team to reduce response time is insufficient, and this is affecting customer satisfaction.

You may be interested in reading: why do customers lose and how to avoid it? 

  1. Set goals

The objectives of customer service training should focus on:

  • create and consolidate technical, communicative and collaborative skills in team members;
  • offer a higher quality service;
  • improve customer feedback;
  • increase the retention of external and internal clients.

For example, if the organization intends to optimize service through the telephone channel, it is necessary to work on the agents’ skills in this regard. For example:

  • develop skills in observing telephone etiquette ;
  • shorten customer waiting times;
  • provide personalized attention;

Do you want to know about good telephone service practices in the call centre? Read: How to answer a customer service call with three tips.

  1. Determine the duration time Training, Insurance, Customer Service: 3 Tips for Correcting a Mistake Your Business Made

Training and customer service training can take hours, days, weeks or months, as with a customer service course.

It is up to you to determine how many sessions will be necessary to develop the questions raised and thus achieve the training objective. It is clear that the more depth you want to give to the topics, the more time you will need. 

The content should be clear, concise and relevant to your team. If you need tips to choose a good customer service course, we show you six key factors to select the best option.

Define the method to be used in the session 

There is a vast universe of training methods and techniques that you can use in customer service training. Among them stand out:

  • On-the-job training: Includes training activities during the employee’s work activity;
  • Off-the-Job Training: Here are grouped those extra-job activities in which the employee receives training from specialized institutions;
  • Face-to-face training: Includes training activities in which there is a direct interaction between the collaborator and the instructor;
  • Non-face-to-face training: These are activities that do not require direct exchange with an instructor but are distinguished by self-learning;
  • Passive learning: Occurs when the collaborator is a passive subject during the training that is limited to listening to the instructor without promoting interaction;
  • Active learning: Contrary to the previous one; here, the collaborator interacts with the instructor and does them from an investigative and leading attitude;
  • Group and individual training: This classification refers to the number of people participating in the activity. Combining both to consolidate general knowledge and develop specific skills is essential.

Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

For example, face-to-face training can be delivered during business hours and at your workplace. In it, you will be able to carry out integration exercises between the participants, workshops, simulations of daily situations, etc. 

With remote training, you can offer the participants greater flexibility, freedom, and practicality. You must define if it will be a recorded video class or with live participation, an ebook, or some other audiovisual tool. 

Once you have all this defined, you can concentrate on creating a script or a presentation that will serve as a guide that includes the topics to be discussed. This way, you will avoid forgetting any detail or that the training does not have a logical sequence.

Training must be continuous. 

Ongoing customer service training is recommended. Sporadic activity will cause your team members to forget what they learned over time and return to their old habits. 

Offering your different team courses will help them maintain their skill levels and help them improve and develop professionally. You can also reinforce their knowledge and encourage them to learn new skills. 

According to a study by the NL Dalmia Management and Research Institute, after the training given to customer service personnel, consumer satisfaction increased by 33%

Therefore, a trained service representative approaches their work with confidence, increases customer satisfaction levels and contributes to improving the image of your company. 

Why is teamwork training essential?

Your customer service team is the first line of contact with the customer. Training for teamwork in ​​customer service is essential so that your staff can coordinate, know each other’s skills and understand each other’s roles. 

Likewise, it will allow common objectives to be created and strategies to be developed in conjunction with other company areas.

Here are some benefits of training your reps for teamwork :

  • you will be able to take advantage of the diversity of talents and encourage all your representatives to help each other;
  • they will offer you a broader vision of the situations when it comes to solving problems and detecting errors;
  • it will help minimize the weaknesses and enhance the strengths of your team;
  • a united team will feel safer, solve problems faster and make your customer relations easier;
  • Communication will be more fluid, and more and better ideas will emerge.

Now that you know how to do customer service training and why it’s essential to stay consistent, here’s how to develop training in digital transformation.

Customer service training and digital transformation

The customer service training process and the rest of the functions of any company have had to be inserted into the current digital transformation scenario. 

This insertion should not be assumed as a simple adaptation but, on the contrary, should focus on fully exploiting the extraordinary potential offered by the virtual environment for the training and development of human resources.

Among the types of digital strategies that you can use in customer service training, we have;

  • E-learning training: All meetings are virtual. The training actions take place on learning platforms. The most used formats are:

-videoconferences

-webinars

-virtual forums

-online seminars

  • B-learning training: This is a type of mixed training that includes face-to-face meetings, to which virtual content and tools are added to consolidate self-learning and self-assessment by employees.
  • M-learning training: Can you imagine the advantages of your collaborator being able to learn where they are and at the possible time for them? It is what m-learning is all about: bringing training to the employee’s mobile device. You can integrate this type of training with any of the previous two. 
Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

Seven critical contents of a customer service training

Below is a proposal of topics to include in the contents of the customer service training.

We propose specific content that you can use as inspiration to plan your customer service training at the end of each topic.

  1. Customer-centric care

The phrase “the customer is always right” should not be taken so literally. Still, it is essential to be clear that placing the customer at the centre of your strategy is necessary to offer an experience based on the needs and desires of the customer.  

The strategic planning of a company is based on knowing and working to satisfy the needs of its customers, taking into account their preferences, habits, values ​​and other aspects. 

For this planning to materialize into an incredible customer experience with your brand, it is necessary to include customer-centric content in customer service training.

Contents that may interest you:

  • What is Customer Centric? How to start?
  • Step by step, implements a strategy where the customer comes first.
  1. Phone tag Training, Insurance, Customer Service: 3 Tips for Correcting a Mistake Your Business Made

In customer service training, you must emphasize to your team that their behaviour and manners reflect the company. 

A telephone etiquette training program should include topics such as:

  • voice tone;
  • adequate vocabulary;
  • empathy ;
  • agility techniques;
  • active listening techniques. 

Did you know that when asking consumers what affects their level of trust in a company, providing excellent customer service is number one?

Contents that may interest you:

  • Five pillars of phone etiquette for call centres
  • What is done in customer service? Provide experiences!
  • What is humanized care?

Customer care and service policies 

Customer service policies are codes of conduct that guide the approach and attitude of the service provided to consumers. 

If your company has a customer service protocol, your team must know it. 

When training your workers on this topic, do not forget to include the following aspects:

  • What are customer service policies?
  • What are customer service and care policy for?
  • What are the pillars of customer service policies?
  • How are customer service policies implemented in your company?

Once they know these policies, they will be able to follow the established guidelines and carry them out to offer a service according to the demands.

Contents that may interest you:

  • The five pillars of customer service policies
  • Customer service culture: 5 tips to improve today

Understand customer needs 

Each client has a particular need, and your team must know how to recognize it quickly. Listening carefully and without judging (active listening) is key to understanding the client’s needs and offering a solution. 

Likewise, using straightforward language will help make communication more fluid and bring better results. 

Contents that may interest you: Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

  • How to meet customer needs?
  • Five needs of the modern client, according to Maslow

Product Knowledge

There’s nothing more awkward than a customer service representative who doesn’t know the company’s products they work for. 

In fact, for 62% of consumers, the perception and knowledge of the product and service are essential to have a good experience.

For this reason, in training to improve customer service, you should teach them the full range of products, how they work, how to use them and what additional services or complements they can offer the customer.

Contents that may interest you:

  • How to present a product? 6 golden tips to succeed

Persuasion and negotiation techniques

Teaching and encouraging these techniques will allow your representatives to be more skilled at resolving conflicts. It will help reduce service response times and improve the customer experience.

Contents that may interest you:

  • Conflict Management: Practical Resolution Strategies
  • Negotiation skills: 11 aspects to improve your performance

Mastery of technology 

Although technology facilitates processes, it is necessary to train the digital skills of customer service agents for this to happen efficiently.

In the same way, it is essential to develop specific skills in collaborators to interact with recommended technological solutions in customer service, such as software for customer service.

Contents that may interest you: Training, Insurance, Customer Service: 3 Tips for Correcting a Mistake Your Business Made

  • Gartner Predictions for 2021: CRM Customer Service and Support.
  • Help Desk Software: Manage Tickets Efficiently.

Zendesk helps you with customer service training.

Zendesk’s contribution to customer service training in your company goes beyond the content that we have recommended.

Zendesk offers a perfect mix of customer service expertise and innovative software to help you deliver a unique experience to your customers. 

You can also make a difference in customer service training and the technology you provide to your team to improve the customer experience in your organization every day.

With Zendesk for Customer Service, you get an end-to-end customer service solution that’s easy to use and can grow with your business.

Look at some of the advantages it provides you:

  • Agents have a single workspace: they can track and prioritize responses to customers. Because they access the entire customer context, they can offer personalized attention. 
  • Increase Agent Efficiency – Save agents time with collaboration tools to efficiently connect with their internal and external partners. They can respond faster with prepared responses and the details needed for each issue.
  • Deliver self-service content at scale: Support agents know the most about customer issues and how to resolve them. With the knowledge management tool, they can write articles based on their everyday experiences and include details of products, policies, and other frequently asked questions.

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Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

Training, Insurance, and Customer Service: 3 Tips for Correcting a Mistake Your Business Made

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