Customer service can have a decisive role in the success or failure of a business. In fact, an American Express survey found that 59 percent of people would try a new brand for a better customer service experience, while 70 percent are willing to spend more with companies who provide a great service.
Unconventional Yet Effective Customer Service Training Tactics
Here, we look at three unconventional customer service training tactics to help your business stand out:
1. Customer Service Training for Everyone
One highly-effective, yet unconventional, tactic is to insist that everybody in a company undergoes customer service training, even if their role is not directly linked to delivering customer service.
Perhaps the most notable example of this is Zappos, who insist that every recruit goes through four weeks of customer service training. The result is that all staff members, even in corporate positions, have first-hand experience of dealing with customers and can better understand their needs.
2. Understanding Basic Consumer Psychology
Another unorthodox customer service training method is to focus on consumer psychology. Although people are all different, there are a number of behaviors and thought processes that are fairly typical for all consumers. According to Harsh Vardhan, writing for “YFS Magazine,” some of the fundamental customer traits are as follows:
- When given a choice, customers generally pick the easier way
- Customers want reassurance or solutions as quickly as possible
- Pricing is not so important to loyal customers
Teaching your reps these basic concepts can allow them to deliver more satisfactory customer service.
3. Playing Devil’s Advocate to Your Own Products
Finally, psychologist Charlan Nemeth found that the persuasive role of the so-called “devil’s advocate” is different from what many people think. While those with real objections can change a person’s mind, simply playing the role of devil’s advocate actually reinforces people’s original views. Customer service staff can use this to their advantage.
“Be your own devil’s advocate and back up typical objections with solutions to address your customers’ apprehensions,” says Gregory Ciotti, writing for Help Scout. “This can actually enhance your persuasive efforts as people see their concerns addressed before they buy.”