What Is Your Approach to Training New Team Members in Customer Service?


    What Is Your Approach to Training New Team Members in Customer Service?

    When it comes to upholding exceptional customer service, we've gathered insights from CEOs and founders to training experts. Starting with structured onboarding and peer mentoring and culminating with the importance of taking a deep breath before client interactions, discover the seven strategies these professionals recommend for training new team members.

    • Structured Onboarding and Peer Mentoring
    • Comprehensive Training With Role-Playing
    • Hands-On Training With Experienced Employees
    • Four-Step Journey for Service Excellence
    • Personalized Onboarding With Real Simulations
    • Ongoing Training for Seamless Customer Experience
    • Deep Breath Before Client Interactions

    Structured Onboarding and Peer Mentoring

    At Go Technology Group, our approach to training new team members focuses on a structured onboarding program, shadowing and mentoring, and feedback and continuous improvement. Our onboarding keeps responsibilities short and simple, fostering a growth mindset and personalized motivation. We pair new technicians with experienced team members for client visits, enhancing both service quality and peer-leadership development.

    Additionally, we implement a weekly performance review schedule to instill robust customer service practices, ensuring continuous improvement and alignment with our high standards. As performance increases, we transition new team members to a monthly review schedule.

    Through these methods, we've found that our technicians enjoy freedom and flexibility in their roles, with ample opportunities to pursue their personal passions in IT skill development. In my experience, when team members enjoy their work, they tend to deliver the best customer service to our clients.

    Nick Kliminski
    Nick KliminskiClient Relations Specialist, Go Technology Group

    Comprehensive Training With Role-Playing

    As the founder of a legal process outsourcing company, maintaining high customer service standards begins with a comprehensive training approach for new team members. One real-life experience that underscores the importance of this approach occurred when we onboarded a group of new hires to our client service team.

    We initiated a structured training program that not only covered technical skills but also emphasized the significance of empathy, communication, and attention to detail in client interactions. Through role-playing exercises and case studies, we instilled in them the importance of understanding clients' needs and exceeding their expectations at every touchpoint.

    Additionally, we encouraged shadowing experienced team members to observe best practices firsthand. This holistic training approach ensures that every team member is equipped with both the necessary technical knowledge and the soft skills essential for delivering exceptional customer service.

    By investing in comprehensive training, we cultivate a team culture centered on client satisfaction, which is vital for sustaining long-term success in the legal outsourcing industry.

    Aseem Jha
    Aseem JhaFounder, Legal Consulting Pro

    Hands-On Training With Experienced Employees

    At Startup House, we believe in a hands-on approach to training new team members. We pair them up with experienced employees who can show them the ropes and provide real-time feedback. We also emphasize the importance of empathy and active listening in customer interactions, encouraging our team to put themselves in the customer's shoes. By fostering a culture of continuous learning and improvement, we ensure that our customer service standards remain top-notch.

    Alex Stasiak
    Alex StasiakCEO & Founder, Startup House

    Four-Step Journey for Service Excellence

    I take new hires through a four-step journey. We start with company values and product knowledge. Then, we build communication skills: active listening, clear language, and conflict resolution. Mentorship, real-world scenarios, and customer feedback refine their approach. Finally, ongoing training keeps them sharp. This equips them to deliver amazing service and build strong relationships—the key to our success!

    Beth Worthy
    Beth WorthyCofounder and President, GMR Transcription Services, Inc.

    Personalized Onboarding With Real Simulations

    When it comes to training new team members to maintain high customer service standards, we place a strong emphasis on a personalized onboarding experience. At Dental SEO Expert, we prioritize ensuring each new hire understands our company culture and values from day one. We kick off with a comprehensive introduction to our mission and goals, and then move on to real-life simulations. These simulations are designed to mimic common scenarios they will encounter, thereby allowing them to get a feel for our service approach.

    For instance, in the case of our latest customer service rep, we used role-playing exercises to simulate client interactions, which proved to be an effective way for them to get comfortable with our service approach quickly.

    Additionally, we provide access to all necessary resources and continuously adapt our training based on feedback. This approach allows new team members to integrate seamlessly and feel connected from the start. We also emphasize the importance of evaluations. Regular check-ins and feedback sessions help us tweak the training program to better meet individual needs.

    Ihor Lavrenenko
    Ihor LavrenenkoCEO, Dental SEO Expert

    Ongoing Training for Seamless Customer Experience

    When training new team members, it's about ensuring a seamless customer experience. Training should be ongoing, making sure everyone stays sharp with bookings, check-ins, check-outs, and customer inquiries. By focusing on attentiveness, our team understands why top-notch service is so important. Continuous learning helps everyone gain essential skills and fosters a customer-first attitude.

    Diane Howard
    Diane HowardRN and Founder, Esthetic Finesse

    Deep Breath Before Client Interactions

    I like to tell all team members one thing when bringing them on:

    When dealing with clients, first, take a deep breath.

    This practice has been invaluable for me and my employees. Taking a moment before responding is a great way to orient yourself into the client's position. From this perspective, you'll be better equipped to deal with their needs, and the added oxygen ensures you're putting your best foot forward instead of operating on impulse. It's about relaxation. Taking things too seriously is a recipe for burnout, so instead, breathe. Then, you can proceed with the attitude required to keep clients happy and maintain our track record of excellence.

    Linn Atiyeh
    Linn AtiyehCEO, Bemana