Customer service training programs by top training companies are breaking free from the confines of traditional scripts and predictable routines. The trend is to use unconventional approaches but ensure all tenets of customer service are delivered. Here, we take a close look at the refreshing strategies these experts at training are offering to create exceptional customer service experiences.
Top 5 Unconventional Approaches to Customer Service Training
1. Empathy: The underlying focus is humanizing the services by ensuring empathy is the foundation of the service experience. Although empathy is a factor traditional training also focuses on in their scripts, the differentiating factor here is that ‘facts’ or ‘genuine’ concerns towards customers’ problems are emphasized: an unconventional relationship between agent and customer is built. Agents and representatives are trained in communicative skills and body language to ensure personalized and authentic interaction. It improves customers’ experience as they feel their opinions are duly considered.
2. Improv Theater Techniques: An exciting unconventional training approach for client-dealing staff is ‘improv theater techniques.’ As the name suggests, ‘improv’ or improvised actions are adopted to create humor and spontaneity such that customer service teams can connect and interact with customers in a natural, friendly way. Agents are encouraged to think quickly, adapt and gain the ability to handle unexpected situations, all of which are invaluable in real customer interactions.
3. Storytelling Workshops: While storytelling is one of the oldest training methods, adapting it for customer service training is unconventional. Training providers are working on the skills of customer engagement and emotional connection between customers and agents. Storytelling workshops in training programs aid agents in using anecdotes and narratives to captivate customers and drive home key messages effectively.
4. Reverse Role-Playing: In this innovative training program, agents are assigned the role of customers to gain the perspective of the opposite side. Role reversal is a vital step in strengthening negotiation skills as agents describe or discuss the advantages and disadvantages of their products or services. This shift in perspective helps agents better understand the challenges and problem areas of the job.
5. Customer-Centric Challenges: This is a unique category of training as it helps agents become better at solving customer-centric challenges. Simulation workshops offer good opportunities to solve real customer problems creatively. These challenges, in turn, give the opportunity to enhance skills while creating a culture of healthy competition and innovation within the team.
At the same time, it is also important to make sure that agents remain mindful and do not suffer from stress. Most training companies focus on this aspect by including activities and techniques of mindfulness and stress reduction. With the help of these practices, agents understand the need to remain professional in their services and not be impacted at a personal level by customers’ negative remarks or behavior. Agents are the front-line staff handling customers on shop floors online or via helpdesk. It is important that these valuable representatives stay calm under pressure, reducing the chances of conflicts and burnout.
The Impact of Unconventional Approaches
Do these unconventional approaches impact customer service training? Yes, there is positive reinforcement of key customer service skills. The unconventional approaches build newer abilities in agents to think on their feet to solve customer queries and have witty answers to deflect reputational damage and dilute any confrontational circumstances. They become better equipped to solve problems and not follow a pre-determined script, which benefits both the company and the customer.
Moreover, these approaches lead to improved customer satisfaction. Customers can very well realise genuine engagement and who is willing to go the extra mile to assist them. They appreciate personalized interactions and are more likely to become loyal customers.
In Conclusion
Customer service training can no longer bank only on scripted interactions with customers. Services have to be aligned with customer opinions and viewpoints. With the unconventional training approaches offered by top training companies, agents can deliver more than scripted customer interaction. At a deeper level, these unconventional approaches let agents explore the concepts beyond the traditional script but experience the perspective of customers to engage more effectively with the customers. It builds confidence in them and keeps them agile and willing to explore more aspects of customer service training. If you are looking for a training partner who offers unconventional customer servicing programs, reach out to our experts at Infopro Learning!