As a customer of many products, what experiences with a company have been more convincing for you- their marketing campaigns, or their customer service? I suppose it’s the latter.
Customer service is the business’s opportunity to connect with their shoppers, solve queries and show they care. If done right, it can resonate with customers for a long time. Moreover, service experiences leave a long-lasting impression on the customers which impacts reviews and feedback. It’s high time that firms prioritize customer support. Happy and satisfied customers stem from brilliant services and are your loyal supporters for life.
However, having excellent customer service is not a cup of tea. You need to ensure your team can deal with your customers complying with the company’s policies and have sufficient knowledge about your products or services to assist clients. To guarantee that your workers can represent your brand well, it’s essential to train them properly. This is where customer service videos play their part. Being both effective and understandable, videos can be the most lucrative additions to your firm’s onboarding process.
So, let us tell you how to effectively use this powerful medium for training newcomers to master customer service and much more!
Table of Contents
Perks of Using Customer Service Training Videos
Customer service videos have spilling benefits that will make you want to create one, namely:
- Video Is a Great Master: The audiovisual medium instills interest in trainees increasing their focus so they process and retain the information better.
- Cost-Effective: Effective customer service videos save costs in the long run. They include a huge initial payment, but it’s a one-time, worthwhile investment, unlike the traditional onboarding process.
- Allows Freshers To Learn Independently: With the help of a stable connection, employees can watch customer service training videos anytime and anywhere. This is a plus point for distant teams having time zone differences.
- Guarantees a Smooth Onboarding Experience: Normally, training lessons differ from each other because certain topics are missed or not emphasized. However, with video, all trainees can receive equal information reducing future misconceptions.
Some Essential Tips to Excel Customer Service Videos
To effectively use customer service training videos, it’s vital to know how to make them and avail maximum benefit from it. Here are some tips that can help:
#1 Outline the Content In-Advance
Disorganized or confusing material may hamper your workers’ learning process. So, before designing your training videos, a thorough plan of the information the new members will receive during the onboarding should be ready.
Some of the best customer service videos are made on company values, policies, and procedures, workplace culture or customer interactions best practices, etc. Pro tip: when planning out the content, involve the customer service manager, they are well-aware of the information freshers should know and handle.
#2 Check the Quality
A well-designed customer service training video will not only improve workers’ onboarding experience, but will also propel them to hold your firm in high regard. Thus, ensuring your video’s quality (image and sound) are up to the mark along with a strong, comprehensible script is super important to leave a good impression on your customers.
#3 Make Use of Storytelling
A major rule of thumb for creating impactful customer service training videos is, ‘show, not tell.’ You will lose your audience if your video is simply talking and not illustrating your message. For the video to be refreshing and unforgettable, present stories in the video that your staff can learn from.
Animation is one of the best customer service production styles for this purpose. It lets you narrate stories and combine information clearly in an entertaining way. An animated promotional video is a great example of how the incorporation of animation in business videos can transform the overall look of the content.
#4 Be Concise
I hate to break it to you but, the average attention span of an adult is 8 seconds. In this context, detailed videos will make your workers’ zone out way before the end. Hence, make sure your customer service training video is under 10 minutes. Try to fit all the necessary information in a series of summarized pieces. This way your video can be concise and shall run smoother for new workers.
#5 Update the Content Frequently
Company policies and procedures are prone to change now and then. Providing new trainees with outdated content will not be fruitful. It will waste their working hours in studying irrelevant data causing them to make mistakes. Therefore, update your onboarding video and edit them as per the changes occurring inside the customer service department.
The 3 most important factors in customer service
When involved in the customer service field, it’s always good to know the basics of it. Several skills are required for delivering incredible services to the customers, the three main include:
- Active Listening, to be able to understand and tap the root cause of the customer’s complaint or query.
- Knowledge about the firm’s products or services so the customers can receive the complete information.
- Effective communication skills, to handle and deal with clients in a clear, confident, and efficient manner which makes them satisfied.
The 5 Steps of Customer Service
Among the basics include the 5 fundamental steps that any customer service representative should follow when dealing with a client:
- Sympathize With The Customer and strive to figure out a solution for their problems so they feel important and prioritized.
- Use Customer-Manager Relationship Software: Such tools offer context to the client’s complaint and allows the assistance to be personalized.
- Be Accountable: Own and acknowledge the responsibility given by accepting the company’s faults instead of playing the blame game.
- Anticipate the Customer’s Need: Be ready with all the necessary information so the customer can receive an ideal service before they ask for it.
- Be Respectful: No matter what the situation is, make sure you remain calm, civil, and polite at all times. Often clients can get aggressive when things don’t go as per their demand, it’s best to communicate respectfully so the brand image isn’t damaged.
Conclusion
A smart businessman is the one who makes sure his customer service department is bang on! Customers have the power to make or break you. Therefore, it’s essential to keep them happy and satisfied. The good news is you don’t have to break the bank for that. With the help of effective customer service training videos, you can easily educate all freshers equally as per their learning pace and schedules.