客户服务和支持培训的最终指南

作为购物者，公司的经验对您更加突出 - 他们的营销策略或他们的客户服务？bob全站app很可能是后者。

Customer service is a company’s opportunity to connect with customers, solve problems, and show they care. And when customer service is executed well, it can resonate with customers for years to come.

That’s why training your customer support team is just as important (if not more) as training your marketing or sales teams. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising.

客户支持不应该是事后的想法。快乐的客户来自优质的服务，是您最好的拥护者 - 甚至比最有才华的营销人员更好。

That’s why we’ve compiled this guide. By the end, you’ll gain a complete understanding of how customer service training benefits your business, when different types of training might come in handy, and what materials you need to execute a thorough training program.

Keep reading or use the chapter links below to jump ahead.

这是一个迭代过程，涉及教学技能，能力和工具，以更好地为客户提供服务，从而从产品和服务中获得更多价值。

任何与客户互动和交易的员工都有资格接受客户服务培训。鉴于您的客户如何成为您的最佳增长机会，每个员工都应该努力使他们感到高兴，无论是从营销人员，执行助理还是客户服务代表的位置。

Nowadays, customer-facing teams are labeled many different things:客户支持,客户成功, or客户服务。For the purpose of this article, I’m going to refer to customer service when discussing service and support training.

Why is customer service training important?

企业将其客户服务团队视为事后的想法并不少见。一旦消费者成为客户并为您的产品或服务付款，就完成了艰苦的工作，对吗？错...哦，这么错。

Remarkable customer service is a competitive advantage.这也是游戏中的关键人物customer retention。

Think about it. If a customer has a pressing question about your product and reaches out to your customer service team, what do you think would make them happy and willing to stick around? A generic email response, or a well-researched answer sent from a service representative dedicated to their success? Probably the latter.

更好的是，该客户可能会1）对他们与您的公司和客户服务团队的互动感到满意，2）继续将您的业务推广为拥有出色的产品和服务的业务。bob全站app那有多伟大？

快乐，满意的客户是您带来新业务的最佳选择，因此，客户服务团队需要超越客户已经很高的期望。

That’s why customer service training is so important. You’re training your employees to deal with some of the most important people in your life — your customers. (Sorry, family.)

在这一点上，您可能会问，Why can’t I just hire the right people from the get-go and leave it at that?

Well, you should always hire the best fit for each role, customer service included. But hiring skilled people and thinking the job is done is doing a disservice to both your team and your customers.

无论您的新员工的才华如何，您仍然应该进行培训，以使每个人如何共同努力并最好地代表您的公司。bob全站app

Take HubSpot’s content team, for example. We were hired because we know how to write, but when we started, we weren’t simply handed a laptop and told, “Now, go type a bunch of stuff.” No, we were trained on how to write per HubSpot’s style guide, how to represent the company and brand online, and how to ensure all of our pieces meet quality standards.

The same goes for your customer support and service folks. Of course, you’re going to hire highly-skilled people, but that doesn’t mean they don’t require training as a new hire and as part of a bigger team with a bigger goal — serving and delighting your customers.

使用免费模板来帮助您吸引和满意客户。

Hiring for Customer Service

While training for customer service is the main topic here, I’m going to take a slight detour and discuss hiring for customer service, too. I’m doing this because hiring right is how you build a strong foundation for your客户服务team— and how you ultimately ensure that your team is receptive to your training.

While some skills and strengths can be taught or fine-tuned through training, there are some that your team members must have upon hiring. No software, training exercises, or tools can compensate for gaps in this area.

Skills To Look for When Hiring for Customer Service

这是some skills to look for — even if just a hint — while interviewing and screening客户服务的候选人。

1. Emotional Intelligence

您的客户服务团队将处理各种客户问题，可能是他们不会quitedeem problems themselves.

Being able to patiently listen, decipher someone else’s problem, and empathize is at the heart of customer service. And unfortunately, this isn’t a skill that comes naturally to everyone, nor is it something everyone can master in training. Ensure your customer service candidates display signs of emotional intelligence before bringing them on board.

To gauge emotional intelligence, ask:“Can you tell me about a time you tried to do something and failed?”

2. Good Communication

If your candidates can’t clearly answer an interview answer, how do you think they’d communicate with your customers (who most likely have much higher expectations than you)?

Customer service training can teach new and improved communication techniques, but new hires should be able to showcase the ability to simplify complex topics and teach others new skills.

要衡量良好的沟通技巧，请询问：“您如何向同事解释一个复杂的技术问题，而技术理解较少？”

3.机智

Resourcefulness is the difference between responding to a problem with “I don’t know” and “I will find out.” Problem-solving skills, initiative, and creativity are just a few competencies that align with resourcefulness.

While these skills can be cultivated through customer service training, your candidates should display some resourcefulness — or at least a willingness to figure things out.

To gauge resourcefulness, ask:“描述您面临重要的工作项目或活动的重大障碍的时间。您做了什么来解决它？”

4. Passion

虽然激情不是一项技能，但它是客户服务领域超越和超越的基本组成部分。提供使客户愉悦并将其转变为促进者的服务涉及对公司和客户成功的兴奋和热情。bob全站app

您的候选人可能对你的bob全站app公司尚未，但是他们应该表现出对与客户合作并帮助他人解决问题的热情。

To gauge passion, ask:“When have you been most satisfied in your work at your previous company?”

If hiring the right candidates is like planting seeds in the right soil, training your customer service team is like cultivating and growing your garden to its maximum potential.

Let’s dive into training for customer support and service.

客户服务培训类型

Customer service training can be applied to many different situations. While the idea is consistent across the board — train your team to serve and delight — specific training methods and practices will vary depending on the circumstance.

让我们分解一些实例，您可能会进行客户服务培训以及作为招聘经理或所有者的期望。

1. New Hire Customer Service Training

与任何新角色一样，培训的第一个或两个月可以决定员工的长期成功。客户服务培训和新员工的入职并没有什么不同。

This specific type of training will help new employees acclimate to a new job, company, and culture and ensure they’re ready to communicate with your valuable customers.

这是这种类型的客户服务培训所需要的：

• 熟悉团队。To best serve your customers and handle a variety of problems and conflict, your customer service team needs to work together. Establish and maintain the agility of your team by introducing and involving new hires immediately.

  时间表a team lunch on their first day. Have team members give them an office tour. Make the first day or two all about getting to know each other and learning how to work together. This will make your employees much more comfortable in their new role.

• Establishing expectations.新员工应该准确地知道在培训和工作的第一个月中对他们的期望。设定明确的期望，不仅避免了混乱，而且还允许新员工对自己的责任有所了解，以便他们可以管理他们的前进。

  考虑为你的新写出培训指导hires that outlines what activities and plans to expect during training, what responsibilities they’ll have during their first few months, and any internal resources (like reading material or colleagues they should meet with) they can use to get acclimated.

• 设置工具。我们甚至可以在没有各种工具，软件和数字订阅的情况下完成工作吗？bob电竞官方下载可能不是，您的新员工也不能。在进行培训之前，将您的员工设置为需要的应用程序，工具和会员资格communicate and collaborate with the team。
• 引入产品（或服务）。For your customer service team to best serve your customers, they need to know your company and product or service offering better than anyone. Set aside time for dedicated product training so that your new hires can learn your product so well they could teach others.

2. Quarterly or Yearly Customer Service Training

Whether your customer service team has been around for six months or six years, they should still undergo training every quarter, half-year, or year (depending on what works best for your company).

This training might look like a couple of different things:

• 技能或能力入住。Just as you’d conduct a routine performance review, a quarterly or half-year training is good practice for your customer service team. Skill-based training is ever-evolving, and certain skills can erode if not maintained over time. Conducting routine training keeps everyone on the team aligned, fresh, and doing their best
• Team building.Working in customer service is tough, and it can take a toll on employees and their team relationships. Routine team-building activities and training can help keep those relationships sound and ensure all distractions are resolved so that your employees can focus on their jobs.

3.紧急或时间敏感的客户服务培训

有时，无法计划客户服务培训。也许有一个产品召回，重大品牌重塑或全国广告活动。

您的客户服务团队将处于前线，需要准备接听电话，回答问题并解决任何冲突。在这种情况下，客户服务培训将是为您的团队提供所需的一切来完成工作的全部内容。

Here’s what urgent customer service training might consist of:

• In times of crisis.如果发生召回，危机或公司紧急情况，您的客户服务团队应在所有活动中进行最新信bob全站app息，并培训他们如何应对。鉴于您的团队将第一手处理公众的回应，因此在这里鼓励了完全的透明度。将这些培训放在每个人的日历上，并尝试一次进行全部培训 - 这将使所有人保持一致。

• Product or company updates.这种类型的客户服务培训不太紧急，但对时间敏感。无论您是发布产品更新，开展主要营销活动还是更改您的网站，您的客户服务团队都应完成有关这些更新的培训，并有能力处理任何客户问题或疑虑。

  For example, in the months leading up to HubSpot’s annualINBOUNDevent, our customer service teams are sent new training materials. These resources give employees the most up-to-date information on any new products that’ll be announced at INBOUND — which can be upwards of four or five major product releases!Your customer service teams should be looped in on any company updates or changes.

4. Customer Service Phone Training

Today,48% of customers想要通过电话与公司进行客户服务与公司沟通。基于此，培训代表如何通过电话提供令人愉悦的体验对您的成功至关重要。

Here's what you should focus on in terms of phone training:

• 在整个通话过程中保持积极的语气和态度
• Remaining calm and professional, even on difficult calls
• Speaking slowly and clearly
• 向客户提出清晰的直接问题，以帮助代表有效地提出有效解决方案
• 提出解决方案,将是有意义的for each individual customer
• Using verbiage that's representative of your brand
• 成为活跃的听众
• 总是表现出同情心
• Staying in control of the conversation and leading the customer towards an effective resolution
• Making sure customers don't have any other questions or concerns before hanging up
• Thanking the customer at the end of the call

成为客户服务代表是艰苦的工作。有一些basic ways to teach customer service to your repsand train them in the skills they need to be pro高清有助于实现有效服务和满意客户的最终目标。

You can separate these skills into different categories — which we'll review momentarily — so you’re able to easily focus on teaching and building them with your reps.

Let's take a look.

使您的代表了解以下客户服务基础知识和软技能将使您的公司增长有所不同。bob全站app

Your employees face customers every day. Customers will judge your business based on their interactions with your people and your reps’ behavior. Only with thorough training in these areas can your customer service representatives deal with customer issues confidently and turn angry customers into satisfied ones.

Let’s now dive into each of the customer service basics and soft skills your reps need to be successful in their roles.

1.人际交往能力

为了在客户服务方面有效，代表应向内看和专注于对与客户建立积极和值得信赖的关系至关重要的个人技能。

Positivity

Positivity isn’t just about smiling. It’s also about keeping your language and responses upbeat and promising so customers also remain positive. Whether your team is serving customers via social media, email, chat, or the phone, train them to replace negative words with positive ones.

例如，不用说“我怕……”，而是鼓励您的客户服务团队开始句子“我很乐意帮助……”。这使回应保持积极的态度，同时对客户保持诚实。

积极培训前ercise

Jot down five to 10 negative customer service responses and ask your team to rewrite them as positive statements.

共情

共情对于不仅为客户提供服务，而且真正希望他们幸福和成功至关重要。能够走进客户的鞋子并投入到解决问题解决方案方面的投资可以帮助您的客户服务团队更快地达成该决议……并为客户提供终身。

但是，同情并不容易，尤其是更多技术，逻辑的人。

要对您的客户服务团队产生同理心，请鼓励他们与不同的人在一起。无论是在社区活动中与某人，Uber驾驶员或会议上的陌生人一起，他们的舒适区域以外的对话都可以帮助他们的思维方式多样化。

共情Training Exercise

Tell your team to think about a timetheywere a customer and might’ve had a frustrating transaction or unsatisfactory experience. Have them share their stories and recall how they felt and were treated.

2.清除沟通者

Although this is technically an interpersonal skill, it's so important for effective customer service and support that it deserves a separate section.

沟通的清晰度可以改善客户服务互动十倍 - 这是发送10封电子邮件或解释产品时的差异。

在访谈和入职期间，清晰度很容易解密，但这仍然是客户服务代表在整个职业生涯中都应磨练的技能，尤其是在引入新产品或更新时。

A great example of clarity in action isReddit’s Explain Like I’m Five。在这个主题上，人们会采用从生物学到工程再到技术的相当复杂的主题，并像在教孩子一样解释概念。

Now, “dumbing” answers down to this extent isn’t necessary for yourveryadult audience, but it’s a good example of explaining something in a clear and concise way.

清晰的沟通训练练习

Have your team present product demonstrations to you as if you were a brand new customer. Challenge them to explain the product (or a portion of your product) in five minutes.

3. Assertiveness and Directness

Customer service reps need to be both assertive and direct. This will help reps maintain clear communication. It will also allow them to help customers more efficiently find and share the best solution for whatever issue it is the customer is facing.

这样考虑 - 客户需要快速有效的解决方案来应对挑战。他们不想等待一些可能起作用或可能不起作用的Wishy-Washy解决方案。

通过自信和直接，代表使客户对他们所养活的信息充满信心。

Assertiveness and Directness Training Exercise

鼓励代表们尝试相互扮演角色扮演练习，其中一个人假装是一个有许多问题的不高兴和声音客户。对方应练习重新控制对话并尊重，但直接将讨论导航到代表可以提供的解决方案或解决方案。

4. Product Feature and Application Skills

Companies are always growing and evolving — from product updates to new branding, education on your company should be a continuous process, especially for your customer service team.

考虑到您本质上是教学的themto teach, they should know your product inside and out.

Product Feature and Application Training Exercises

这是a few ideas for training on your product and company:

• 分配导师：Organize for your employees to have a mentor, especially your new hires. The mentor should be someone in another department; this gives the employee exposure to different segments of business and allows them to stay up-to-date on company-wide happenings.
• Coordinate job shadowing:This exercise is highly encouraged for new hires but can also benefit customer service veterans. Shadowing introduces your team to new approaches, responses, and applications of customer service and your product that they’d otherwise not be exposed to.
• 举行示范会议：This is similar to the training idea mentioned above, but it involves having your team present to their own teammates. This will challenge them on their communication and understanding of the product. Encourage attendees to provide constructive feedback.
• 创建知识库：They say teaching others is the best way to learn, and the same rings true for customer service. Have your team create a知识库您的产品或服务产品的形式，指南或目录的形式。这不仅会挑战您的团队的知识和清晰度，而且最终会通过创建持久的公司资源来帮助客户。bob全站app

Learn how to set up your knowledge base of articles in HubSpot's Service Hub.

5.危机管理技能

Research shows that70％的不满意客户whose problems are resolved are willing to shop with a business again. Just because a customer comes to you unhappy, angry, or rude doesn’t mean they have to walk away with the same sentiment.

Appropriately managing each customer’s crisis and actively working to change their attitude is how you both serve and retain customers in the long run.

Discover how to manage, plan for, and communicate during crises with these management plan templates.

危机管理培训练习

在与这么多生气的顾客打交道后，即使是那些皮肤厚的人也会疲惫不堪。因此，这里有几次培训练习，可以教您的客户服务团队如何应对和满足困难的客户。

• Conduct role-play activities:This training exercise is highly recommended for all customer service representatives and can be especially helpful for pacifying angry customers.

  Conducting mock calls that resemble a real customer service issue (and involve a seemingly angry caller) can help acclimate your team to the realities of upset customers. Have your team work together and encourage veterans on your team to use real situations they’ve dealt with in the past.

• 教最后的方法：Despite intensive training on skills like empathy and patience, some difficult customers will simply be impossible to relate to. That’s where methods like reflective listening and LAST come into play. LAST stands forLiSten，Acknowledge,S奥尔夫，和Thank. Teach your team to pause, listen to, and acknowledge upset customers — these steps can make the difference between solving an angry customer’s problem and turning an angry customer into a satisfied one.

6. Team-Building and Camaraderie Skills

任何行业的专业团队之间的友情和社区都可以帮助保持整体绩效，但在客户服务中尤其重要。我将此部分包括在我的客户服务培训想法列表中，因为这本质上是什么：训练您的团队照顾自己，以便他们照顾您的客户。

团队建设和友情训练练习

这里有几种培训您的团队培养社区并照顾自己的方法：

• Encourage meditation:整天与顾客打交道，每天都会变得令人难以置信的压力和压力。冥想可以是在客户服务混乱中重新获得精神平衡和放松的有用工具。专门学习冥想和放松方法的时间，使您的团队感到很自在。类似的应用Headspaceand冷静的可以帮助您的团队，尤其是当他们一起冥想时。

• Inspire healthy competition:Customer service training isn’t just about teaching your team how to do their job; it’s also about encouraging them to reach their full potential. Inspiring healthy competition in the form of a leaderboard or monthly awards will challenge your customer service team to go above and beyond, helping more customers, creating camaraderie, and contributing to their overall success and future career.

  有趣的事实：HubSpot自己的客户支持团队使用排行榜，并发现它的激励和启发性能。

• Take team outings (in-person or digitally):Traditional product and skill training can bring your team together at work, but out-of-office activities can also inspire community and friendship that further encourage camaraderie in the office.

  Treat your team to anevent or activityunrelated to work, such as a museum trip or aremote team-building游戏。这些活动不仅有趣又休闲，而且还建立了持久的联系，可以减轻艰难的工作日。

7. Customer Advocacy and Success Skills

To create an atmosphere of customer advocacy and success, your training has to go above and beyond teaching soft and technical skills.

I’m talking about turning support into customer championing. Turning satisfaction into retention. Turning happy customers into customers who actively promote your company. These customers don’t simply exist once they make a purchase from you; they’re created when your客户服务teamtreats them well and fights to solve their problems.

Customer Advocacy and Success Training Exercises

这里有一些培训想法来建立世界一流的客户服务文化：

• Teach new language:I referenced positive language in a previous section, but this is a little different. The key to customer advocacy is aligning your goals and needs with the customer and essentially “joining their team” as you work towards a solution. This can be done with a simple switch in verbiage.

• 鼓励超出期望：假设您的团队每天至少要解决10张门票。您可以训练员工完成这项工作，并让他们独自一人。我的意思是，他们aredoing their work, right?

  当然，但是这几乎不会创造一个超越客户的环境（更不用说每个员工的潜力了）。与其与“足够好”定居，不如挑战您的团队每天尽力而为。这种动机不仅会改变完成的工作量，而且还会影响他们与客户的合作方式和满足。

• 收集（和使用）反馈：Feedbackis the lifeblood of any team or company that truly wants to improve. Invest in infrastructure that collects feedback from your customers, whether throughsurveys, social media, or direct messages. Use that feedback to measure the success of the team. Not only will this help each individual employee improve their skills, but it’ll also show your customers that you’re listening and care about what they have to say.

  例如，与“让我们看看我们能做什么来解决这一问题”相比，“我不确定我们能为您做到这一点吗？”如何？怎么样：“让您与合适的人一起建立帮助”与“我无能为力”？改变对与客户的挫败感和需求保持一致的响应告诉客户，“我们也站在您身边。”

8. Conflict Resolution Skills

解决冲突任何服务和支持电话代表与客户的经验都是必需的。毕竟，正在为您提供服务和支持代表的客户之所以这样做，是因为他们试图找到挑战或障碍的解决方案。

Not to mention, reps are bound to encounter angry frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps.

Conflict Resolution Training Exercises

There are a number of冲突解决方案您可以教销售代表在某些情况下部署。这是some examples:

• Draw on past experiences to set expectations.
• Communicate clearly.
• 表现出同理心。
• Use active listening.
• 承认人的具体需求。
• 不要指着手指或将责任归咎于任何人。
• 使用“ I”语句。
• 说对不起。
• 保持冷静和专业。
• 帮助人们希望得到帮助。
• Don't interrupt.
• 记住维持关系的重要性。

Free Customer Service Training Materials

There’s a lot that goes into customer service training, and it can be a daunting process to manage alone. Thankfully, there are plenty of customer service training materials available online. We’ve gathered some of our favorites below.

了解您需要了解的所有内容，以便开始使用HubSpot服务中心。

1. Customer Service Training Manual [Download for Free]

Aligning your team with universal training documentation is an assured way to inform new hires of their roles, goals, and expectations. You can use这free customer support training manual templateto start building a customizable manual for your business.

2. Customer Service Training Courses

Online training courses that teach vital customer service skills can be a great addition to your training program. As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization.

Below is a short list of some free客户服务培训课程for your team.

客户服务培训艾莉森

艾莉森is a digital education hub that offers free courses and paid certifications on a variety of skills. ItsCustomer Service Trainingcourse is geared towards beginners in the field so it’s a perfect place to start.

本课程将使您的员工了解基本的客户服务因素，并帮助他们了解如何提供最适合您业务需求的客户友好方法。他们还将学习提供出色的服务并在与客户打交道时涵盖一些do和nots的好处。

服务文化：关于客户关系的新观点byEDX

Like Alison, edX is another digital learning platform offering free courses. They partner with universities around the world, such as Berkeley, Harvard, and University of Kyoto — the school by which the服务文化：关于客户关系的新观点介绍了课程。

This course focuses on the social and cultural aspects of customer service and takes nine to 11 weeks to complete. Throughout the course, your employees will be exposed to a wide variety of services — such as sushi bars, restaurants, hotels, and apparel. They’ll study the, “... nuanced and paradoxical nature” of customer service and learn how to approach it from a cultural and social perspective.

Innovative Customer Service Techniques byLynda.com

Lynda.com is an award-winning online education platform run by LinkedIn. It primarily teaches digital and business-related skills.

TheInnovative Customer Service Techniques课程是由客户服务专家Jeff Toister创建和展示的，由简短的45分钟视频组成。您的员工可以通过为期7天的免费试用期访问该课程，也可以加入Lynda的付费会员资格。

奖金：商务课程Treehouse

Treehouse is another online course library, but the program requires a paid membership. HubSpot uses Treehouse for our own customer support and service training. Treehouse offerscourses on soft skills以及可能有助于整体客户服务教育的其他人。

3.客户服务培训游戏

Using games and activities can make customer training much more fun. Whether they require materials like a whiteboard or simply involve your team, games are a way to teach valuable skills while encouraging teamwork and collaboration between your employees.

Check out these free, quick and easy games to play during customer support and service training:

• 6 Fun and Powerful Training Games for Customer Service Teamsby UserLike
• 5 Free Customer Service Training Gamesby BusinessTrainingWorks

4.客户服务培训视频

有时，在客户服务培训中纳入外部见解或观点是很有价值的，而思想领袖和行业专家的视频就是这样做的。

这是制作精良，有价值的客户服务培训视频的示例。还，check out this post for 19 more videos。

客户服务培训视频示例

在这个12分钟的视频中，商业教练和顾问David Brownleeexplains the essentials of customer service in a friendly, easy-to-understand way. With over 4,000 likes, the value of this video speaks for itself.

布朗利（Brownlee）是客户服务领域的专家，并提倡与客户建立信任和忠诚关系，促进客户服务与简单服务。

Grow Better With Customer Service & Support Training

Consumers view customer service as the test of how much a company truly values them. That means roughly three out of every four customers view their interactions with customer service as more important than marketing or sales — that’s why customer service is such an important engine for growth.

在您的客户服务团队处于客户服务和保留率的前线，需要对他们进行适当的培训和配备，以应对任何挑战。执行这些客户服务并支持培训想法，您会发现您的客户and员工总体上更加满意。

Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness.