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Top 10 Free Customer Service PowerPoint Templates for Business Professionals

Do you have an upcoming business presentation? Is the deadline ticking down to the day of your speech? Or perhaps, you want to win your audience’s interest and gain some new clients?

Whatsoever could be the reason for your next presentation. Creating a presentation for best business results could be really nerve-wracking, especially when it can be a key differentiator between winning a client or losing out to a competitor.

“Building a good customer experience doesn’t happen by accident. It happens by Design.” – Clare Muscutt .

What makes your business unique? What factor add value to your business that influences your customers to opt for your brand instead of your competitors?

In today’s tremendously competitive world, exceptional customer service guarantees to win over your competitors. Organizations that fail to calibrate with market trends suffer losses and eventually vanish. To conquer the market, outshine competitors, and achieve milestones, you need to have a strong client base. Therefore, customer service plays an influential role in making the brand leader among the niche players.

Customer service is often underdetermined or under-valued even though it is the sole link between the clients and business. When you have top-class customer experience, it guarantees success and seals your corporate fate.

Best Customer Service PowerPoint Templates

If you are hunting for PowerPoint presentation templates that give your business presentation a great starting point? Here, you will find the best customer service PowerPoint templates, including both free and premium, which you can download to feature the importance of customer service to your team or stimulate the client’s attention. Now get ready to communicate your business ideas with professionalism and impact supported by the guidance of a business mentor

Free Meet the Team Presentation Template 

A great team is the core of a successful project or a business. Oftentimes client wants to know skills and core-competencies of the team with this free meet-the-team presentation template you can introduce your team in a style.

Free Business Contract Signing Template

Before signing any deal your clients should be aware of your terms and conditions and business policies. Download this free contract signing template and highlight the important aspects of the business in an appealing way.

Free Jeopardy Game Template 

Business presentation often after sometimes turns to be boring.  Take a break and play some fun games with your audience. This free Jeopardy game template will be perfect as your audience can try their luck and win some exciting prize.

Free Customer Service PowerPoint Template

Testimonials or reviews by customers can be great for better customer service, as they can get idea about your product and help them in purchase decisions. With this client testimonial template, you can give a review of your audience in an appealing style.

Free Corporate Presentation Template

Imagine a room full of corporate audience. It’s really hard to convince those skeptical audiences. Your presentation should be a great visual story. So here we have free corporate presentation templates that communicate your point with vivid impact.

Free Business Proposal PowerPoint Template

ideas are important to succeed. Turn your abstract ideas into a presentation using these free business proposal PowerPoint templates. Previously creating a business presentation was a nerve-wracking task. Now curate a business presentation in just minutes with these free business proposal PowerPoint templates.

Free Customer Service Training PowerPoint Template

Customer service is a broad term; it involves interaction with clients, representing a company, and much more. Whether it’s before, during, or after-sales, customer service’s goal is to satiate the customers’ needs. And that’s extremely crucial. For that reason, a customer service executive needs to be constantly trained. These customer service training PowerPoint templates will help you train your executives and educate them about the best approaches to resolve conflicts.

Customer Service PowerPoint Templates

When you have a business presentation, that can make or break your career, and you don’t want to rely on default templates. Then you deserve a premium template. Here we have customer service PowerPoint templates packed with high-end features. Customer service is the most crucial aspect of a business. And these customer service PowerPoint templates depict the concept in such a beauty that it’s surely going to stun your audience, and you are surely going to be praised for your efforts.

Customer Service Strategy Templates

Loyal customers are the biggest asset a company owns. Increase competitiveness, expand a loyal customer base with an effective customer service strategy. With these customer service strategy templates curate, a customer-oriented presentation focuses on developing an outstanding customer service program.

Customer Service Strategy PPT Free Presentation Slide

Customers are key to business success. It plays a dominant role in driving business. The business presentation should be more centric on content, not the design itself. And these customer service strategy PPT free presentation slide compliments your content and add value to your content.

Business Presentation PowerPoint Template

Here is another awesome, premium quality business presentation template that you can download at just a minimal cost of $4.99. This presentation template is best suited for business and corporate presentations.

Free Customer Support PowerPoint Template

If you are a fan of simplistic designs. Then these free customer support PowerPoint templates will be right up your alley. The slide comes with a blue background and minimalist design. It’s a well-balanced business slide ideal for any business presentation.

Voice of Customer PowerPoint Template

The customer drives the business industry. The customer’s voice is a mechanism that briefs customer journey, experience, and expectations about your product and services. In today’s intensely competitive market, the Voice of customers has gained power. This customer PowerPoint presentation voice comes with compelling shapes and icons representing terms related to customer service, support, and feedback.

PowerPoint Customer Service Template

When you want to draft a sales presentation representing your audience about your existing products, services, teams, etc. This PowerPoint customer service template turns to be the best option. This pitch deck template comprises 24 templates, including agenda templates, data-driven graphs and charts, timeline designs, maps, and much more. Download these captivating presentation slides for just $21.

A presentation is all about interesting information and catchy visuals. Finding the exact templates for your presentation is the initial step towards creating a powerful slideshow. Visuals give your presentation the boost you need for a powerful presentation. But you need to do research and gain some knowledge about the best presentation templates. The more you master how to picture your ideas, the more successful your presentation will be.

Here we have added an upshot of all the best Free and premium customer service PowerPoint templates you need to download in 2021.

Which presentation template do you like the most? Did you find the best templates for your next assignment? Let us know which one you downloaded. If you have any other favourite PowerPoint template, let us know in the comments section.

About The Author

Priyanshu Bharat

Priyanshu is a copywriter who loves to tune into what makes people tick. He believes in presenting his ideas with flair and wit, which has made him an expert at standing on stage and charming the pants off of any audience he's faced with. Priyanshu lives for learning as much as he can, so if you ever need help understanding something - just ask!

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Customer Service Strategy

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A customer service strategy is a plan that covers how the company will interact with its customers. A comprehensive strategy includes elements such as hiring the right customer service representatives, providing customer-facing employees with proper training, implementing loyalty plans and using conflict resolution tactics.

In order to be successful, a customer service strategy needs to be implemented in every area of the organization. It cannot just be a part of the customer-facing teams. Instead, customer service strategy needs to come from the top down and align with the overall vision, mission and values of an organization.

The customer service strategy definition also includes having concrete goals. When creating your customer service strategy, think about what you want to achieve. For example, do you want to create a customer service strategy that increases revenue by upselling products, or do you want to reduce expenses by making customer service processes more efficient? Once you have an understanding of the goals of your strategy, you can put tactical plans and programs into effect.

A successful customer service strategy focuses on the needs of the consumer. Instead of guessing what the customers want, organizations need to conduct need-focused assessments through market research, focus groups, satisfaction surveys and customer comment cards. This way, organizations can have a data-centric idea of what their customers need from them.

A customer service strategy should include metrics that help the company to define success. This way, the team can measure progress during the course of the year to see how well they are meeting the goals of their customer service strategy. Metrics can include ratings on online review platforms, comments on customer cards or results for specific surveys completed.

Increase your loyal customer base and stay ahead of the competition with an effective customer service strategy. Our ready-made customer service strategy presentation template helps create a customer-oriented service strategy presentation that focuses on customer service and how to develop one. The first slide with its infographic content highlights 6 follow-through customer service strategies to improve customer service and beat the competition. Step-wise development of an impactful customer service strategy is illustrated with the infographic in the second slide.

As illustrated with the infographics in the third and fourth slides, the customer service strategy template emphasizes 24/7 availability and accessibility of customer service support to customers. Ideal for strategic planners, sales managers, startups, business analysts, operation managers, etc.  The template is 100% editable and customizable as per your requirements. You can modify color, text, resize icons and shapes to suit your preference.

This template will be primarily useful for marketers and sales managers when building a sales strategy and promoting a product to new markets. Also, this template can be used by company leaders when preparing their company development strategy.

This template can also be used by startups when preparing a presentation for an investor meeting. University professors can use the slides in this template to prepare their courses on effective sales and product promotion.

The customer service strategy template consists of attractive and engaging infographics to capture your audience’s attention from beginning to the end, and express more in less time. This template has all the tools you need to build a professional and modern presentation. The Customer Service Strategy template will be a worthy addition to your collection of professional presentations.

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Customer service powerpoint templates for presentations:.

The Customer Service PowerPoint templates go beyond traditional static slides to make your professional presentations stand out. Given the sleek design and customized features, they can be used as PowerPoint as well as  Google Slides templates . Inculcated with visually appealing unique and creative designs, the templates will double your presentation value in front of your audience. You can browse through a vast library of Customer Service Google Slides templates,  PowerPoint themes  and  backgrounds  to stand out in your next presentation.

What Is A Customer Service PowerPoint Template?

A Customer Service PowerPoint template is a ready-made presentation template that provides a structured framework for creating professional Customer Service presentations. The Customer Service PPT presentation template includes design elements, layouts, and fonts that you can customize to fit your content and brand.

What Are The Advantages Of Customer Service Presentation Templates?

Customer Service PPT presentation templates can be beneficial because they:

• Add multiple visual and aesthetic layers to your slides.
• Ensure that complex information, insights and data is presented in a simplistic way.
• Enhance the overall visual appeal of the content.
• Save you a lot of time as you don’t have to start editing from scratch.
• Improve the professional outlook of your presentation.

How To Choose The Best Customer Service Presentation Templates?

Keep the following points in mind while choosing a Customer Service Presentation template for PowerPoint (PPT) or Google Slides:

• Understand your presentation goals and objectives.
• Make sure the Customer Service template aligns with your visual needs and appeal.
• Ensure the template is versatile enough to adapt to various types of content.
• Ensure the template is easily customizable.

Can I Edit The Elements In Customer Service PowerPoint Templates?

Yes, our Customer Service PowerPoint and Google Slides templates are fully editable. You can easily modify the individual elements including icons, fonts, colors, etc. while making your presentations using  professional PowerPoint templates .

Are Customer Service PowerPoint Templates Compatible With Google Slides?

Yes, all our Customer Service presentation templates are compatible and can be used as Customer Service Google Slides templates.

How To Download Customer Service PowerPoint Templates For Presentations?

To download Customer Service presentation templates, you can follow these steps:

• Select the resolution (16*9 or 4*3).
• Select the format you want to download the Customer Service template in (Google Slides or PowerPoint).
• Make the payment (SlideUpLift has a collection of paid as well as free Customer Service PowerPoint templates).
• You can download the file or open it in Google Slides.

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Home PowerPoint Templates Strategy 5Cs of Customer Service PowerPoint Template

5Cs of Customer Service PowerPoint Template

The 5Cs of Customer Service PowerPoint Template is an infographic presentation template to discuss the ideal 5Cs of customer communications. Marketers and business executives are most concerned about their customers, who are pivotal to business development. At the fundamental level, the customers’ first line of interaction with the company is through customer care representatives. This is where the 5Cs come to apply for training these representatives to help them deal better. Marketing teams also use these principles for designing a feasible strategy keeping all the pain points in view. 

Our 5Cs of Customer Service PowerPoint Template comprises three editable slides, each provided in two background color options. The first slide has a pentagon diagram having multi-colored segments. These sections represent the five Cs: Care, Compensation, Culture, Communication, and Compassion. A brand can maintain a positive image for its customers by ensuring these principles in routine customer service. Users can explain each point in detail by adding relevant descriptions in the text boxes. Representative graphical icons are also shown in respective pentagon components. The second slide is a five-step process diagram carrying square segments joined together through arrowheads. This diagram elaborates on the essential characteristics of customer service: Consistency, Continuity, Context, Content-rich, and Creative. Professionals can explain how maintaining a consistent behavior that covers every customer requirement benefits the overall brand growth. 

These 5Cs can also be presented in a different layout through the third slide, which shows five square segments arranged in a zig-zag. Presenters can change the infographic icons, the colors of the shape, and the organization of text boxes. Likewise, the font styles & background can be altered to match the presentation theme. This strategy template is compatible with widescreen presentations and can be edited using all PowerPoint versions, Google Slides, and Keynote. Download this engaging PowerPoint template and customize it conveniently!

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How A Customer Service Presentation Will Set Your Business Up For Success

Table of contents.

Customer service is one of the most important aspects of your business. You could have the greatest product or be the best price, but if your customer service isn’t up to par, growing your business will be a tough job.

Especially for client/customer-facing roles, strong customer service can not only improve your brand image, but also help retain current clients and gain referrals.

What were saying here is that it’s critical to properly train your employees to deliver consistent and stellar customer service . You might consider creating a training presentation that walks your employees through their customer service responsibilities. Let’s break down the importance of these presentations and how you can set your business up for success.

What Is A Customer Service Presentation?

One aspect of employee training involves walking through what good customer service looks like. Customer service itself is when employees assist and give sound advice to those who buy or use the products or services being offered.

Training your employees on this topic can often be done through a presentation that provides a thorough understanding of good service, how to handle problems and questions, and why customer service is so important.

The slides in the presentation should included relevant and quality information for your employees about customer service and how to deal with difficult inquiries or situations. This will enable them to provide good service when faced with those calls, emails, or interactions with customers.

Here’s an example we created for Sherwin Williams.

Sherwin Williams Customer Education Presentation

What Benefits Will A Presentation on Customer Service Provide My Business?

A thorough understanding of customer service expectations and guidelines in a presentation can set your company up for success in a few key ways, including:

Well Trained Customer Service Representatives

Effective customer service for your customers, helps to build a good reputation.

Customer service presentations are primarily created to inform and educate employees who will be providing service to customers or clients.

When your employees are properly trained in all things customer service, they will be able to deliver exceptional service to your customers. Not only will properly trained employees complete their duties to company standard, it’s peace of mind knowing you have your aces in the right places .

In your customer service training presentation, you should have slides that include overviews and discussions on the following objectives:

Product and Service Knowledge

Communication Styles

Conflict Management/Resolution

Common Consumer Problems

Reasons for Consumer Complaints

Ideas for Cultivating Strong Relationships

Measure of Success

Authority or Hierarchy Understanding

Depending on the tools provided to your employees by your company, you might also include a segment on IT and other customer service tools that the employees will need to work with.

With properly trained employees comes great interactions with your customers.

If a consumer has a problem and they need some to listen to and understand their complaints but your employees aren’t trained in customer service, it can lead to all sorts of problems. Whether it’s on the phone, email, or in person, your customers will expect quality services from your employees.

A customer’s experience can often dictate whether they will return as a customer or point their direction somewhere else. On a financial level, it is more cost effective to keep a current customer than bring in a new one.

Retaining customers and maintaining relationships with them can be done when your customers have a great experience and feel important.

As social media platforms continue to grow in popularity, they have also become platforms for people who want to share their good or bad experiences with a company. Whether it’s through Google reviews , Tweets, TikTok videos, or Facebook posts, words and experiences from customers who visit your store or website can have a huge impact on your business.

Maintaining a good reputation with great service to your customers will go a long way. A good reputation can be built and maintained when you:

Serve customers by putting them first

Avoid increasing conflict

Learn from mistakes

Should My Presentation Be Editable?

As your create your presentation, you should consider the adaptability of the content. An editable presentation deck can benefit your business by adapting to changes in customer service best practices .

Especially if you use apt research when you organize your content, be sure to edit the ppt deck as research evolves and changes.

You Should Always Consider A Custom Presentation

Whether you need sixteen slides or sixty, you should consider having a custom presentation deck created .

With custom slides, you can tailor the content, theme, graphs, and topic to your business. The point is to train your employees on how to deliver service for your specific company and you may have different guidelines than other companies.

What Other Digital Tools Should I Use To Equip My Team?

When it comes to equipping your team and setting them up for success, there are a few other tools you might consider providing your employees. These include:

a personal work computer

ability to download slides from presentation

planners or planning software

e-learning courses on customer service

As a manager or employer, you should consider the ways in which you can work with the people on your team and set them up for success in the customer service department.

Our Final Thoughts On Having A Presentation on Customer Service

A great customer service ppt deck comprises of relevant information, employee guidelines, product knowledge, and department specific slides. Creating slides that reach your employees and that enable them to succeed in their positions is vital for success.

Are You In Need Of A Custom(er) Service Presentation? The Geeks Are Here!

Need someone to create great customer service training slides for your business and employees? The geeks at Presentation Geeks are here to help. We can build your PowerPoint presentation that can help you succeed in your customer service department!

Contact us today to see how we can help!

Author:  Content Team

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Customer Service PowerPoint Presentation & Google Slides

Empower Your Team: Customer Service PowerPoint Presentation Slide

Features of the template.

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• The slide has 4:3 and 16:9 formats.
• It is easy to change the slide colors quickly.
• It has a cute design to impress an audience.
• Create feature-rich, animated presentations.
• This slide is available in both PowerPoint and Google Slides.
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30 Amazing Customer Service Training Ideas, Exercises & Topics

Updated: June 01, 2022

Published: August 26, 2021

Customer service is tough.

The expectations of the role might seem clear — it's about helping and guiding customers to solve their problems and answer their questions.

But the nuts and bolts of how you actually do that can be easier said than done.

That's why customer support education and training is so important. To retain customers and keep them happy so you can grow your business, you need to prioritize employee training so they're equipped to meet customer needs. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service.

Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue.

Below are some customer service training ideas you can use to build a strong educational foundation — no matter what industry you work in.

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Customer service training topics.

• Reflective Listening
• Product Demonstration
• Call Review
• Customer Service Training Presentations
• Sensitivity Training
• Customer Experience Simulation
• Social Media Training
• Product Breakdowns
• Corporate Culture Training
• Crisis Communication

Featured Resource: Customer Support Training Template

Download this template.

1. Reflective Listening

Reflective listening is repeating what people say when you respond to them. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue.

To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening.

Here's an example:

Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. I need my money back.

Miguel: Hi Sarah, apologies that you were billed twice this month. I'll make sure to get you your money back in full. Just to confirm, you're not seeing any other unusual payments, correct?

Taking the time to repeat Sarah's issue back to her helps Miguel to quickly identify and diagnose her issue, as well as assure Sarah that help is on the way for her problem.

2. Product Demonstration

A great test that new support reps should take before getting on the phones is a product demonstration. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out.

Reps should be tasked with giving a 10-15 minute product presentation and demonstration — walking a prospective "customer" through everything they need to know to successfully start using it themselves.

Managers should listen for their ability to succinctly and clearly explain complicated topics — and to make sure they know how to use and explain every facet of the product, its website or app, and its features.

Free Customer Support Training Template

Train and onboard your new customer support hires with this downloadable template.

• Training Timeline
• People to Meet
• 100 Day Goals

You're all set!

Click this link to access this resource at any time.

Customer Service Training Manual

Fill out the form to get the free template., 3. call review.

Feedback is the breakfast of champions — and of support, reps too.

Call reviews are a common practice among successful customer support teams. (We do it here at HubSpot.) Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve.

4. Customer Service Training Presentations

One of the most traditional ways to train customer service teams is through a presentation. With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions.

There are a few types of presentations you can use to conduct training. Let's review some below.

Visuals like PowerPoints and graphics are a great way to hook in a larger audience. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener.

PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video.

Storytelling

If you're looking for a motivational format, you can try storytelling. With this presentation, the speaker retells experiences that are relevant to their audience. They recap what happened, why it happened, and how they overcame it. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks.

Instruction

Instruction should be used when presenting a new or complex topic to your audience. For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created.

In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics that the audience is more familiar with. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept.

Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. Q&A's are an excellent format for keeping employees engaged, but they do require your speaker to have extensive knowledge of the presentation topic.

If these options aren't best for you, check out more presentation styles here .

5. Sensitivity Training

The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. While that diversity is great for fostering new ideas, it can also lead to friction between teammates.

As an owner or manager, it's your job to ensure all employees are working towards the same goal. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences.

No matter how well your team works together, it's important to conduct sensitivity training regularly. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on.

6. Customer Experience Simulation

Customer experience simulation is essentially the reverse of role-playing. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service.

The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. That way, when they're working with real customers, they have a better understanding of what people are going through and how to resolve their issues.

7. Social Media Training

Social media is a key component of a robust omnichannel support solution. In fact, customers expect great customer service from brands on social media channels. About 49% of consumers say they'll unfollow a business on social media due to poor customer service, so your team needs to have resources dedicated to supporting these channels.

However, social media is still relatively new to customer service, and not all of your reps may be as experienced with using these platforms for professional needs as opposed to personal updates. A training course dedicated to teaching them how to use social media might be helpful ( Here's one from HubSpot Academy ). That way, communication will be smoother on social channels and will create more delightful customer experiences.

8. Product Breakdowns

If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. Take your product apart in front of your employees and show them step-by-step how it's put together. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. This can really benefit employees who don't work closely with your products.

If your product is software, obviously, it can be tricky to take apart. So, instead, talk to your employees about where your servers are located and how your software is powered. Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. When you're supplying software to businesses, it's not uncommon to receive phone calls from their IT teams and it can really make your support team stand out if they can relay this information offhand.

9. Corporate Culture Training

Corporate culture is extremely important for customer service employees. That's because they're working on the front lines with customers, acting as the face of your business. If they don't believe in your company's culture, your customers certainly won't either.

Corporate culture training doesn't have to be extensive, but it should be consistent. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture.

One way to do this is with a culture code . This resource lists all of the company's values and what it expects from its employees. This will help you hold employees accountable and show customers that you're committed to creating a positive experience.

10. Crisis Communication

Every company makes mistakes, but the best companies know how to clean up their messes. And, they know it starts with their customer service teams.

Successful companies don't wait for a problem to happen, they anticipate it and prepare their teams accordingly. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. This preparation can be the difference between your team saving loyal customers or losing them to churn.

Customer service teams are often very busy, and you may not have time to host a formal training. However, this doesn't exclude your team from performing activities that can help them sharpen their skills.

If this is the case for your business, you should try the exercises below for improving customer service skills.

Customer Service Training Exercises

• No No's Allowed
• Role-Playing
• Lunch and Learn
• Personality Tests
• Call Your Competitor
• Employee Testimonials
• Attitude Anchors
• Customer Letters

1. Mock Calls

Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing a job before actually doing it.

Team members should be paired up and given real scenarios that customer support reps have to tackle every day — easy ones, and difficult ones, too. Have support reps take turns serving as the customer and the support rep so they can get an idea of how to handle common issues — and how to adapt during stress-inducing calls.

Team members playing the role of the customer should feel free to be creative — all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers.

2. No 'No's Allowed

This exercise will teach support reps how they can still be helpful if they don't give a customer the answer they want to hear.

There's only one rule: No saying 'no.' (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that.")

This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward.

Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to — but instead, have to figure out a solution-oriented response.

For example, if the customer asked for a discount that the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. Would you like help setting that up?"

The support rep is essentially telling the customer that no, they can't offer them a discount. But, by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility.

3. Role Playing

Improving your customer service skills is like improving your golf swing. You need to keep practicing it, over and over again, until it's perfect — or in my case, until I can find the ball after I hit it.

Role-playing is an effective exercise for sharpening customer service skills. One employee pretends to be a customer, then presents a service case for another to troubleshoot. Once the case is solved, reps switch places and repeat the scenario.

Role-playing lets reps work on both communication skills and their troubleshooting process. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn .

4. Lunch and Learn

On a regular basis, support teams should take turns giving presentations during a group lunch. The topic doesn't matter — it can be work-related, or it can be a presentation about their recent vacation photos, or an organization they volunteer with. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others.

This is a critical skill for support reps, especially when onboarding new customers who might be completely unfamiliar with how to use a product or service. Additionally, the lunch and learns will provide a safe space for reps to practice — and to learn about each other outside of work.

5. Meditation

Sometimes, working on the front lines of customer support can be really stressful.

No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic.

Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation — even in the middle of a busy workday.

Dedicating time to meditation, mindfulness, and relaxation — and encouraging employees to use it for that purpose — will help train them to de-stress and stay positive during those tough moments with customers. Apps like Headspace or YouTube videos can help if you want to practice as a team, too.

6. Personality Tests

This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others.

One framework you can use is the DiSC profile , which evaluates people's behavioral and personality differences. Here's an example profile below.

Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). All of these can give support reps helpful insights into how they work best, how they communicate with others, and possible sources of conflict they might encounter.

You can't control the customer's personality — but you can control your own reactions and responses. Learning the 'why' behind your actions is a good first step.

7. Call Your Competitor

Your service reps are responsible for keeping customers from running to your competitors. This makes it only fair that your team should know what they're up against.

Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Ask routine questions and pay attention to different details during the call, like the rep's tone, the cadence of their voice, how quickly they were able to provide an answer, what type of follow-up options they offered, etc. These interactions will set the standard that your team will have to surpass.

8. Employee Testimonials

Your most experienced reps are some of your team's most valuable resources. They've seen your product and company grow with its customer base and have been present for all the speed bumps and roadblocks along the way. Use their stories as testimonials for how your new reps should be treating customers.

For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. Or, if the interaction is significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. This exercise can help reps master the soft skills that can dramatically impact a customer service case.

9. Attitude Anchors

Attitude anchors is an activity that helps reps manage their emotions. Split your team into groups and have each one brainstorm two different types of anchors: maintenance anchors and repair anchors.

Maintenance anchors are actions that can be taken to maintain a positive attitude. These are things that reps use during a call to keep them motivated and optimistic. Here's a few examples of maintenance anchors:

• Manage work-life balance by spending time with friends and family after work.
• Bring your best self to work by getting enough sleep each night.
• Reduce stress by reminding yourself of three things or people you're grateful for each day.

Repair anchors are things that can be done to fix negative attitudes. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. Repair anchors might look something like this:

• After a difficult call with a customer, take a walk around the block.
• When you're not able to solve a problem for your customer, give yourself positive affirmations like “I did my best, and I'm proud of that.”
• If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits.

Once each list is built, hang them up where reps can easily see them. That way, they can use each exercise when it becomes applicable during their workday.

10. Customer Letters

If reps are feeling undervalued by your customers — or even upper management — have them write customer letters. These are letters written from the perspective of the customer and addressed to the customer service employee.

This exercise lets reps reflect on all of the good things they've done for their customers. And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. But, when they can think about it on a customer-to-customer scale, it becomes much easier to see how important your team is to your organization as a whole.

Customer Service Training Ideas

• Shadow support calls
• Review customer service standards.
• Cover specific issues (under an hour).
• Practice being a good customer.
• Conduct rapid-fire product Q and A.
• Scenario discussions.
• Show rather than tell (video).
• Review knowledge base materials.
• Start a mentorship program.
• Request feedback.

1. Shadow support calls.

Whether you're training a new rep or a more experienced one, shadowing support calls is a hands on way for them to understand a few things about the way your company handles service interactions.

First, they'll get a sense of the types of calls that come in. After enough calls, they'll start to predict some of the most common issues.

Next, it'll become clear to your reps which types of solutions work best for specific situations. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document.

Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them.

2. Review customer service standards.

As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards . Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. Having casual conversations about your company's customer service standards absolutely counts as training and it's a simple way to keep this critical goal at the core of your processes and daily activities.

A slack message, email, or quick statement in a stand-up meeting are all ways to keep customer service standards at the forefront of everyone's minds.

3. Cover specific trainings quickly.

Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward.

Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process.

4. Practice being a good customer.

One of the best ways to build empathy is by taking on the perspective of the customer. What better way to do this than by recognizing good customer service in your everyday life?

There's an interesting case to be made that being a good customer begets great customer service. Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative.

Once you do receive this world-class service, study the reps' techniques. How do they answer your questions? Do they confirm your issue so they can offer the best solution? All of these factors and more can be uncovered just by being a customer yourself. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls.

5. Conduct rapid-fire product Q&A.

Any great customer service rep knows their products like the back of their hand. Testing this knowledge can be a fun and competitive way to get the team on board for customer service training.

6. Host scenario discussions.

As a manager, you can review your knowledge base or product playbooks to create trivia-style questions that reps can answer individually or on teams. The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues.

Scenario discussions make for an interactive ice breaker, especially if you're training a large group. You'll begin by creating a handful of scenarios with each one involving a different customer issue. There's no solution included in the scenario.

Next, break the group into smaller teams to discuss the scenario. Then, each group will decide on a course of action to help the customer in the given situation. After all the solutions have been decided among the groups, bring everyone together, and have one representative from each team read their scenario aloud and explain how they'd solve it. This training idea can be done virtually or in person with large or small groups.

7. Show rather than tell.

Panopto discovered in a 2019 study that employees are 75% more likely to watch a video than read text. Couple this finding with the microlearning statistics we mentioned earlier and you've got a powerful training tool that your team will be inclined to use.

Showing your team how to follow a process using a short video clip can be much more effective than sending them a step-by-step email (although that extra resource couldn't hurt!). Showing the problem and the solution in the same video can make the context of the training more clear, especially if you add a voiceover to the video. Tools like Loom and Zoom can make video training quick and easy.

8. Review knowledge base materials.

Most customers look to your self-service options to solve their issues with your products before they pick up the phone or type an email to your customer service team.

This training tip covers two goals in one. First, your reps can review the materials in your knowledge base to better solve customer problems. After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right?

In the case that it needs some work, the second goal can be accomplished. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer.

9. Start a mentorship program.

As a manager, you can't be everywhere at once no matter how hard you try. Training should be an ongoing priority on your team whether you oversee all aspects of it or if you delegate parts to team members that are best suited to carry them out. One way to do this is by starting a mentorship program on your customer service team. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out.

Many of the tips, topics, and ideas we've mentioned thus far can help your team provide exceptional customer service from the customer's perspective. But what about training to help the team work better together?

10. Request feedback.

After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. No matter the format, receiving feedback on your training program is a primary way to make it better so your reps can do the work they do best.

Next, we'll discuss some tips designed to help make customer service training more effective and "sticky."

Customer Service Training Tips

• Start with mission.
• Double down on communication training.
• Make training fun and engaging.
• Connect training to real-life scenarios.
• Emphasize the process.
• Supply robust internal resources.
• Provide ongoing training.

1. Start with mission.

Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. However, those conceptions may not be concrete enough or align with the vision you have for your organization.

With that in mind, start by setting expectations so that everyone begins on the same page. Define the mission and big picture as well as their role within it.

2. Double down on communication training.

Customers don't simply want their problems solved for them; they want to be heard . Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success.

Even better, if you touch on these concepts early, they'll be equipped with new skills to practice during the rest of the training (which is a win-win for you as the trainer).

3. Make training fun and engaging.

People learn in different ways. There are visual learners, auditory learners, kinesthetic learners, and more. That means that sitting new employees down in front of a training video will not be enough for maximum retention and, even worse, could result in a snooze fest.

To make your training effective, you much engage your reps. This can be done with interactive elements designed to keep them on their toes and interested in the material. Don't be afraid to have fun with it, either.

4. Connect training to real-life scenarios.

If you do end up using games or other alternative methods to teach certain concepts, always circle back to reinforce the mission and their role. This helps strengthen their understanding of the concept so they can apply it in their day-to-day.

Shadow sessions and roleplays are great for this reason. They can get a feel for real-life scenarios they'll encounter before they're immersed in them.

5. Emphasize the process.

In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. In other words, knowing what to do when they don't know what to do will empower them to take on situations they're unfamiliar with.

That's why it's important to have processes and systems in place and emphasize the adoption of those early on.

6. Supply robust internal resources.

Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency.

Therefore, they should always be encouraged to turn to any available resources for help. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained).

7. Provide ongoing training.

It's also easy for reps to stagnate or develop bad habits. Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills.

Customer Service Training Your Team Will Love

Outside of team meetings, there are plenty of online resources customer support and service reps can use to always keep improving. Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information.

If you're ready to plan your next customer service training session, use the template below to get started.

Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness.

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