Customer satisfaction is the new measure of success for businesses. These days, simply delivering a satisfactory product is not enough. Instead, brands are focussing on making sure their customers are making the most of their products.
This way, brands are able to turn customers into advocates of their brand. On the other hand, value-driven customers are not afraid to switch, even for small shortcomings on the end of the brand they are doing business with.
In such scenarios, customer success representatives are on the front lines, spending time with clients, helping them understand the best way to use your product to their advantage. One slip up, and your business loses out on a converted sale.
This means a well-trained customer success rep has the power to elevate the customer’s experience with your product. On the other hand, a poorly trainer rep can mean losing your business to the cutthroat competition.
The only way to make sure your customers consistently get a positive experience is with customer success training. Here are a few tips to make sure your customer success training is bearing the results you expect:
Personalise Training For Customer Success Reps
Off-the-shelf training material may be pocket-friendly, but it is important to remember that you get what you pay for. Since everyone has different learning habits, it is important for organisations to provide customer success reps with some level of freedom during their training.
While this can be easily achieved with a learning management system, there is more to personalisation that choosing learning paths.
In order to truly empower your customer success reps with the knowledge and tools they need to do their job effectively, you need custom content that is tailored around your product and the learning capabilities of your team.
Since creating such content can take up substantial resources and time, it is great to enlist the help of professional content providers for customer experience.
Sure, training content created around your brand will be more expensive than off-the-shelf content. With that said, custom eLearning content providers are still cheaper than producing the content in-house.
Moreover, the increased customer satisfaction at the end of the process is well worth the extra dollars.
Embrace Blended Learning
Blended learning has many benefits. Apart from being more beneficial for learners overall, blended learning offers customer success reps to get hands on experience with your product.
While this may add to the time taken to complete the training, but blending practical, real-life lessons with digital theory lessons is critical to success when it comes to training customer success representatives.
Give your new joinees time to familiarise themselves with your product and its most useful features. Only after they fully understand them, can they begin to help your customers use your product and its features to their full potential.
Reduce Time To Completion With Microlearning
Microlearning is a trending training strategy these days, and for good reason. Microlearning has proven itself more effective than other forms of training.
In simple words, microlearning is the practice of breaking down long modules of training into bite-sized, easily digestible lessons. Typically, these short lessons span anywhere between five and twenty minutes and are usually accompanied by an interactive activity that primes the learner to apply their knowledge in a real life situation.
The best part is, you can adopting microlearning practices without having to create lessons from scratch. Simply browse through your collection of training materials and think of ways of breaking it down into simpler lessons.
Microlearning practices ensure that your learners not only complete the course in less time, but also ensure that the knowledge shared with them during the course stays with them longer.
In short, microlearning presents a win-win opportunity for businesses and learners alike.
Boost Employee Morale And Foster Company Culture
As mentioned earlier, customer success reps are on the frontlines, interacting directly with paying customers.
If you want them to keep your customers happy, it is important that they are happy. While continued learning and growth opportunities are a great way to keep employee morale high, building and nurturing a welcoming company culture will instil a sense of belonging within your employees.
If this sense of belonging is successfully instilled within your customer success reps, you can be sure that they will do everything to ensure customer success (a.k.a. their job).
Conclusion
The importance of comprehensive customer success training cannot be emphasised enough. While businesses may understand the importance, delivering the right kind of training to customer success employees can be tricky.
Did we miss out on any training strategies that have worked for your organisation? Let us know about them in the comment section below!
Author: Suzanne Elly
This is a sponsored article