Customer Service Training Philippines: Raise The Bar of Excellence
Customer service training is a program or series of educational activities designed to enhance the skills, knowledge, and behaviors of individuals interacting with customers. This training aims to equip customer service representatives with the tools and understanding necessary to provide exceptional service, handle customer inquiries, solve problems, and ensure customer satisfaction.
With customers’ changing demands and expectations, learning how to deal with daily customers’ complaints and improving customer experience for your products or services is essential for any business.
Rainmakers’ Customer Centricity focuses on values and improving customer touchpoints to create a holistic and innovative customer experience to retain customers and drive business growth.
Inquire today to get a free quote for your front-liner employees.
Rainmakers’ Customer Service Training Programs
We deliver customized and personalized customer service training programs to clients. Here are our best-selling programs you might be interested in:
Basic Customer Service Training
Rainmakers’ flagship program, Customer Centricity, covers basic to intermediate customer service training for companies of any size and industry. It tackles foundational truths, principles, and strategies to level up customer experience and handle customer complaints in an era of changing customer demands and expectations.
Advanced Customer Service Training
If you’re done with basic customer service training for your employees. In that case, Rainmakers’ Advanced Customer Excellent Training covers a whole new level of training to address your customers’ deeper issues by learning how to improve every customer touchpoint and innovate new ways to add more value to customer experience.
High Impact Sales Training
Customer excellence is related to delivering value to clients by your sales team. Level up the skills and knowledge of your sales force by investing in Rainmakers’ High Impact Sales Training. It is designed to provide the fundamental truths and modern-day strategies to sell like a consultant and deliver the best sales pitch that solves clients’ problems. See our sales training.
Work Attitude Values Enhancement/Alignment Training (WAVE/WAVA)
Culture building lies in value enhancement or alignment within teams. Rainmakers’ WAVE/WAVA programs consist of modules to help build the right culture centered on values for your organization. We give lectures, discussion group settings, and workshops to attend to our participants’ different learning needs and styles. Learn more about our WAVE training.
We help leaders from local to multinational companies, non-profit organizations, and schools achieve extraordinary results.
Just like you, they’re looking to grow their people.
5 Pillars of Customer Centricity
Our Customer Centricity: The Value of Human Touch is our flagship corporate training program for customer excellence and handling irate customers. It consists of five modules conveyed in learning methodologies: lectures, role-playing, assessment, and group activities.
AWARENESS: Developing A Customer-Centric Mindset
Our Customer Centricity program starts with having the right mindset in serving customers. It is tailored to give the foundational elements and principles needed to set up an excellent customer-centric culture in your organization, from defining customer service based on our Framework to developing a growth mindset in handling customers.
ASSESSMENT: Maximizing Your YOUnique DISC Personality
Rainmakers’ Lead Trainer, Venchito Tampon, provides quick self-assessment to help participants learn about their personalities. He then shares the strengths and weaknesses of each personality and how one can be aware, accept, and adapt to other people’s behaviors. This part of the program helps participants understand how to deal with customers’ differing personalities.
AIM: Creating a Positive Experience
We cover how to map out your brand’s customer journey. This is essential in considering possible improvements and changes to improve customer experience. Checking where you fail or succeed in specific touchpoints will increase the likelihood of positive customer experiences.
ACTIVATE: Cultivating Value For Customers
On top of mind-setting and value experience, we cover technical topics on customer excellence, such as chat support proficiency, live chat etiquette best practices, and handling multiple chat conversations. If your CSR team heavily relies on chat and email to converse with customers, this section of customer centricity is precious to your employees.
APPROACH: Handling iRate Customers
Irate customers may be the 1 to 5% of your customer base. But they could make or break your business. So it is critically important to learn how to handle these iRate customers with empathy, kindness, sincerity, and strategy. This section covers ways and methods to calm iRate customers and provide solutions for their pressing problems and issues.
Importance of Customer Service Training
Here are the top reasons why you need to invest in customer service skills training.
VALUE ADDING IN THE MARKETPLACE
When customer service representatives or front-line staff are trained to deliver the best customer experience in their respective locations, value is added to the marketplace. This value is rare as it only comes from companies with high customer service experience. When you train your customer service team, you elevate how your business delivers value.
POSITIVE BRAND IMPRESSION
Exceptional customer service helps build a positive brand impression. When customers leave the store, they find value in products or services and experience great vibes from the store’s atmosphere. It is what the brand brings to its customers, and that positive brand experience can lead to more positive word-of-mouth marketing for their business.
INCREASE MONTHLY SALES
Excellent customer service skills have a positive impact on monthly sales. When there is a high customer experience, customer retention is more likely. People feel loved and cared for. Not only do customers buy the product, they also buy the “why” of the product. And that itself, if considered by the business, can help elevate their monthly sales.
HEALTHY WORK CULTURE
Customer service training in the Philippines starts with the employees. If employees are healthy, they can better serve their customers. They can’t bring great attitude and performance at work if they aren’t bringing a healthy work culture inside the organization. Employees can live a holistic well-being that promotes a healthy work culture by investing in corporate training programs like customer service skills.
Build A Positive Brand Impression With Customer Service Training
Do you not see internal and external growth in your business? Perhaps you lack the experience and value you provide to your customers.
We know the feeling. Our customer service training program can help you address the challenges and areas you need to provide the best customer experience in the marketplace.
We’ll work with you to identify the needs of your employees and develop a customized training program for your customer service representatives or front-liners.
By the end of our program, you’ll help your team rediscover themselves and improve how they treat their customers.
Customer Service Training Philipines FAQs
Customer service in tagalog is, serbisyo sa customer o suki.
Ang kahulugan ng customer service ay ang pag-assist sa iyong customer o kliyente. Kung may mga katanungan o problema sila, ang customer service representative ang tumutulong sa kanila.
Mahalagang may kaalaman sa produkto o serbisyong inaalok ang isang customer service personnel upang matulungan nang maayos ang isang customer. Kung maibibigay mo ang kailangan ng customer, pagkakatiwalaan ka nila sakaling may problema ulit sila at mas pipiliin nila ang iyong serbisyo.
Customer service is vital for supporting your customers before and after they purchase and use your product or service.
Its main goal is to ensure they have a positive experience with your brand. By offering exceptional customer service, you can keep customers returning and grow your business.
To be competitive, the overall customer experience is crucial to the success of a business.
In addition to quality and price, people also consider their experience with a company. Providing excellent customer service gives customers a memorable experience that makes them likely to return.
A good support team should not only address issues but also anticipate them. Going above and beyond customer expectations is essential for staying ahead of the competition.
Ultimately, providing a winning customer experience helps a business stand out and increase its reach.
In today’s world, customer service encompasses various channels such as social media, text messages, web, and email. It’s essential to offer customers self-service support to help them find answers to their questions at any time of the day.
This is a sign of good customer service, a crucial aspect of any successful company.
However, good customer service goes beyond just answering customers’ questions.
It also involves providing a help desk to make things easy for customers, including the option to cross-sell or upsell relevant services. The customer’s experience with support often shapes the perception of a business and its product or service.
Maintaining high customer satisfaction is crucial for building a good reputation in the industry. Keeping existing customers is more cost-effective than acquiring new ones.
Therefore, it’s essential to consistently provide reliable customer service that people can rely on whenever they need your service.
Some critical components of good customer service include:
- Seamless transition if a customer needs to be transferred to another representative.
- Simplifying the process to a single step helps customers quickly get an answer or solution.
- Prompt attention to every issue raised by a customer.
To enhance your customer service, it’s crucial to understand the importance of putting customer needs first.
According to the US Small Business Administration, 68% of customers will leave after receiving poor treatment. Keep in mind that the customer experience can make or break your brand.
In today’s digital age, consumers heavily rely on finding what they need on their mobile devices.
They can access what they want with just a few clicks on mobile apps. However, customer expectations have risen with technological advancements.
Compared to previous years, customer expectations are much higher today.
Automating your processes can improve customer satisfaction.
Many companies are now implementing online systems to address every query or concern as quickly as possible.
With less human involvement, resolving customer problems through the phone or other devices, consumers use is more accessible.
When striving to improve customer service skills, being knowledgeable, courteous, and easily reachable is essential.
Another critical skill to master in the customer service industry is listening effectively- you must understand what the customer is asking for.
Additionally, it would be best if you were willing to learn how to investigate and find a resolution to customer issues.
Training is a crucial aspect of enhancing customer service skills.
The training program should include learning strong communication skills, one of the essential requirements for becoming a good customer service representative.
For example, as a phone representative, you should learn to speak slowly and clearly so the customer can easily understand you.
Moreover, good customer service skills include remaining calm even when talking to an angry customer.
Strong management can help boost a company’s reputation, which is achievable when managers train their representatives before handling customer problems.
Here are some tips to improve your customer service skills:
- Regularly evaluate customer feedback and suggestions for the service.
- Periodically assess the overall experience of customers to ensure satisfaction.
- Provide customer service representatives with knowledge about the product or service and company policies.
Assessing service quality and customer satisfaction can be challenging, but the effort is worth it.
Measuring the quality of customer service you provide gives you insight into how to improve, evaluate, and compare team member performances. It also enables you to set specific goals and increase customer satisfaction.
Managing customer expectations and improving their experiences is difficult without measuring service quality. Here are some practical methods for measuring service quality and customer satisfaction:
SERVQUAL Method: This measures the subjective components of customer service quality by asking customers to rate their experience in a survey based on their expectations.
It covers key elements such as reliability, assurance, tangibles, empathy, and responsiveness.
Follow-up survey: In this method, customers are asked to rate service quality using emails such as Google Forms.
This gives customers enough time to provide detailed information on their treatment.
Mystery shopping: This popular technique, often used by restaurants, hotels, and retail shops, can also be applied to all services, including digital ones.
You can hire a mystery customer to test the quality of your customer service using your criteria or SERVQUAL.
Customer Effort Score: This metric provides an easy way to resolve customers’ problems. A timely resolution has been found to impact customer satisfaction significantly.
Instead of asking customers how satisfied they are with the service, ask them how long it took to get answers to their problems.
Metrics analysis: One example of a metrics analysis technique to measure service quality is the first contact resolution ratio.
Different surveys, such as CES and SERVQUAL, measure the customers’ subjective experience, goals, and outcomes.
However, it’s also essential to consider the inputs or elements that contribute to quality customer services, such as first response time, replies per ticket, response time, handovers per issue, customer success ratio, backlog inflow and outflow, minutes spent per call, problem resolution time, and queuing ratio.
Now, brands no longer control how customers engage with their customer service. Instead, customers determine when and how they will contact a brand.
The quality of customer service varies across industries. In today’s world, solving issues quickly and responding to queries can make or break a company.
For example, the speed of a brand’s reply can indicate the company’s resources allocated to social customer support.
The following are different types of businesses that use customer service strategies:
- Retail
- E-commerce
- Banking, insurance, and finance
- Logistics and transportation
- Travel and hospitality
- Telecom
By understanding where customers are coming from, you can better serve them. Practicing empathy is especially important when dealing with difficult situations.
Customers appreciate brands that empathize with them, mainly when they raise a concern.
Creating a culture of empathy is essential for business success.
Customer service representatives should always understand a customer’s situation to find the best solution to their problems. This is crucial in providing efficient service that customers will remember.
When agents work on a specific case, their empathy must come naturally.
A customer service representative plays a vital role in a business by providing excellent service to customers to ensure they return.
They assist clients with their queries or concerns, providing solutions to ensure customers have a positive shopping experience. Some common responsibilities of a customer support agent include:
Being knowledgeable about the product or service and explaining it to customers to help them make an informed decision.
Showing empathy to customers to find the best solution for their problems.
Offering friendly service to customers and making them feel confident about their purchases.
Listening to customers’ concerns and taking their feedback and suggestions into consideration.
Being available to support customers when they contact the customer care center.
Customers do not like to wait, so it is important to respond to their issues promptly.
Customer service representatives should ensure that a resolution is provided to every problem while ensuring customer satisfaction with their overall experience.
When hiring a customer service representative, it’s important to prioritize their ability to empathize with customers and provide a positive experience.
The job requirements also include knowledge of the product or service, courteous communication, strong listening skills, and a willingness to assist customers in resolving issues.
A comprehensive understanding of customer service and the ability to empathize and be courteous are essential for success in this challenging field.
Remember that not everyone is suited for this role, especially those without the ability to handle customer complaints and problems.
