Why Customer Service Needs Training Videos
When it comes to running a successful business, customer service matters. In fact, studies show that 86% of customers say they'll go from one-time clients to long-term brand champions if they receive great customer service from a brand.
Great customer service can also help protect your business. In the case of a snafu, 78% of customers say they'll continue to do business with a company that offers excellent customer service, even after that company has made a mistake.
So how do you ensure your business consistently offers excellent customer service? One essential step is offering high-quality customer service training for teams. There are many types of customer service training, but one of the most powerful ways to train your customer service teams is by using videos.
Training videos are convenient and cost-effective for your business because they allow you to use the same resources for training each time you need to train someone new. They also allow you to train someone remotely, even if they don't work in the same office while boosting trainee engagement and increasing the chances learners remember the lessons.
Table of Contents
- Boost Retention
- Model Customer Interactions
- Deepen Product Knowledge in Team Members
- Manage Costs
- How Viostream Can Help You With Your Customer Service Training Videos
Studies show that when people are asked to learn something from a video rather than reading it, they are more likely to remember what they learned. So, if you want to ensure that you really hammer home the lessons your customer service team should walk away with, video is a smart strategy. Make your lessons linger longer in people's minds—and make a greater impression on learners—when they're delivered via video rather than a training manual or a lecture-based lesson.
Model Customer Interactions
One of the most important parts of a customer service team member's job is dealing with clients or customers politely, patiently, and effectively. It's one thing to describe an appropriate customer interaction on paper, and it's another to create a video modeling that interaction.
When you model customer interactions for your customer service team with videos, you can clearly demonstrate the right (and wrong) way to communicate with customers. This way, you can ensure that team members meet your standards when they are helping meet your customers' needs.
Videos allow you to model things like the best tone of voice used with customers on the phone, the facial expressions appropriate with customers in person, and also phrases and explanations that can be useful and effective. Because video is such a powerful modeling tool, it can serve as both an initial guide as well as a source to be referenced as customer service team members begin their journey with your customers.
Deepen Product Knowledge in Team Members
Videos are a powerful way to show product demonstrations, and they can be extremely useful for teaching your customer service team how to use and troubleshoot products you may offer. This is especially important for customer service training: The more thoroughly your customer service team understands how your offerings work, the better they can explain the offerings to customers who need help. Seeing a product in action in a video is a clearer way to learn about it, rather than reading about how to use it in a manual or online instructions. If your team truly understands your products in and out, they can be a more useful resource for your customers, and your company can provide valuable, reliable information to those who need it.
When you create a customer service training video, you only have to create that video one time. You can then publish and store it to be reused each time a new team member joins the ranks.
This means a customer service team member need not take time from their normal schedule to train a new employee. Instead, your team can spend their time and attention focused on what really matters: making sure your customers feel happy and supported. Consider using a video management platform or library like Viostream where trainees can access all videos in one place, as long as they have an internet connection.
How Viostream Can Help with Your Customer Service Training Videos
If you want to have a winning customer service team, customer service training videos could be an essential tool you can use to teach your staff more effectively. For a platform that can help you seamlessly deliver videos to the team members who need to watch them, consider using Viostream.
Viostream is one of the world's leading video platform for enterprise and government organizations. The platform offers a centralized location to publish customer service training videos, as well as a place that team members can access the videos—no matter where they are located as long as they have an internet connection.
Viostream can help save time and money when it comes to training customer service teams because you create and reuse training videos for each new team member. You don't need to deliver live, in-person training or create new videos each time someone joins the team.
If you want to see how Viostream can improve your customer service training process, contact our excellent customer service team and see how easy it is to create a training video library that will allow you to share knowledge and experience across your organization, all from one consolidated and easily accessible location.