5 Ways to Provide Quality Customer Service Training for Your Remote Teams

It is no secret that providing superior customer service is good for business. Organizations that can exceed customer expectations often have increased sales, gain more loyal customers, and have a better brand reputation than their competitors who don't. Although the pandemic has drastically changed many different parts of the business world today, customer expectations and desire for quality service have not.

This is why many organizations have chosen to double down on investments that improve customer experiences. 45% of business leaders in a recent survey shared that improving customer experiences will be a top priority for their organization for the next five years (1).

Now that the remote workforce has grown, traditional customer service training methods are no longer effective. However, there are five ways you can provide quality customer service training for your remote teams.

Utilize Mobile Learning to Increase Accessibility

One of the best ways you can increase your remote teams' engagement is by making training content more readily available and accessible to your employees. Utilizing a mobile-first approach to design your customer service training programs will make it easier for employees to participate no matter their location. Many remote teams work from home while others may be on the go, but most people have their smartphones with them regularly. Either way, using a mobile-friendly design puts your training courses right at their fingertips.

Make it Simple with Microlearning

Many L&D departments struggle to engage remote learners. Without in-person interactions, it can be even more challenging to hold their attention. When employees work from home, they are competing with several distractions for their time. One of the fastest ways to lose employees' interest during training is by providing long form training content or learning materials that are not relevant to the learner's experience.

It is also common today for customer service teams to have varying levels of experience and knowledge. Some team members may need extensive soft skills training, while others may only need a refresher course regarding new products or services.

Providing microlearning courses helps remote employees fit training into their schedules and lets them select the courses that are the most relevant to their level of experience. Microlearning breaks down each concept or topic into short and engaging modules employees can complete in minutes. This format is designed to increase knowledge retention, completion rates, and engagement.

Engage Learners Video-Based Content

Consider integrating video content into your customer service training courses for remote learners. Short videos are an engaging way to help build context around each topic. Employees are 75% more likely to watch videos than read articles or emails (2).

Learners can also watch videos at any time. Increased accessibility is beneficial for remote teams because they are often in different locations and time zones. This form of training content is also convenient because it allows employees to watch a course and refresh their memories whenever they may need it. If they run into a question or topic, they do not remember, they can watch the short video just in time without disrupting their workflow.

Use Life Examples with Scenario-Based Learning

One easy way to help your employees improve their customer service skills is by providing additional context by showing them how they can apply these skills on the job. This has traditionally been done with on-the-job training or practicing skills in person with a supervisor or co-worker. Unfortunately, in-person role play is not an option for remote employees. However, learners can do this in an online environment by using scenario-based simulations.

Scenario-based simulations are interactive video modules that utilize storytelling to bring a topic to life. Learners answer questions and make choices to apply what they have learned and gain a deeper understanding of the customer experience.

Leverage Virtual Instructor-Led Training Sessions (VILT)

Social learning and instructor-led courses are valuable tools when it comes to customer service training. An experienced trainer will share valuable insights with learners and provide an experience that is difficult to replicate through asynchronous training methods. However, organizations can still deliver instructor-led training effectively in an online environment.

Providing virtual instructor-led training sessions can help learners and team members gain a deeper understanding of many customer service skills. VILT sessions engage learners by allowing them to participate in discussions and activities with their peers.

Final Word

The remote workforce grew by 27% after Covid19 (3). It's not likely that this trend will slow anytime soon. Many organizations are looking at moving to hybrid workplace models where employees will alternate working in an office and from home throughout the week. Implementing remote-friendly customer service training will become critical for organizations that want to continue providing their customers with superior customer service.

Learn more about remote workplace learning solutions and watch the webinar replay Navigating Through the Learning Journey with an Online Only Approach.

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