Customer experience
Anna Gorina
27 March 2024
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Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees. They can be used to teach standardized procedures, communication skills, and how to mitigate challenging scenarios.
One-on-one training or small seminars are difficult to scale up if a company expands quickly and knowledge management can suffer if a knowledgeable employee leaves the company. Service training videos are an infinitely scalable solution to streamlining service standards and are therefore an excellent way to teach good customer service. Let’s take a look at some notable customer service videos to get an idea of the basics. To save you time finding the best videos, we’ve broken down some for you so you can focus on improving customer service.
David Brownlee explains in his video “The 7 essentials to excellent customer service.” This video has resonated with many people and has now gotten over 1 million views. Brownlee gets into the psychology of customer service and how to make sure your customer feels their needs are being acknowledged and addressed. He touches on body language basics like smile and eye contact. Brownlee also emphasizes empathy and problem-solving. Beyond merely finding a quick fix, he emphasizes the importance of verifying the customer is satisfied with the proposed solution. Finally, Brownlee focuses on building a foundation for repeat business.
Can you reduce customer service to five simple steps? There are a few different takes on this. Dale Beaumont from Business Blueprint breaks customer service into “5 steps to better customer service.” Beaumont argues that we need to reemphasize the importance of customer service. The key to this is improving feedback collection from customer service agents. He also suggests incentivizing your employees so that they feel valued.
Carmine Gallo from Forbes explains Apple’s 5 steps of service. Skip ahead to the one-minute mark for the breakdown of his A-P-P-L-E acronym. While this video is a few years old, the message remains as relevant as ever.
On the one hand, a bad first impression is hard to change. On the other, a good first impression goes a long way to earning a repeat customer. In this first impression scenario, it is equally essential to prevent mistakes. This short video explains seven basic steps to make sure you leave a positive first impression with new clients and eight steps to avoid.
As hard as you try to get it right, any business will eventually get a few frustrated customers. Satisfying a frustrated customer isn’t easy and requires important empathy and listening skills while remaining detached from the situation. Here is another short video about an upset customer, which clearly explains how to defuse the situation.
Customer service standards and expectations can vary from one culture to another. Japan is well known for its excellent customer service and hospitality, known as omotenashi (おもてなし). In this short video, luxury car brand Lexus breaks down the history and the main principles of omotenashi. For a deeper look, this video explains how Japan Airlines implements omotenashi in its training and customer interactions.
After watching these videos, you may be sensing some patterns. While there are countless tips on improving customer support, they ultimately revolve around identifying and solving customers’ needs. Empathy, listening, and a professional attitude to problems are recurring themes in many of these videos.
Many of these videos provide excellent general tips for customer service. Now that you have some inspiration, you might want to go a step further and create a customized solution for your company. For this, you should turn to a customer service manager with expert knowledge of your product and first-hand experience of your customer service. If you want your video to be shared easily between employees, it is mandatory to compress the video first in order to allow your team to send it by mail.
ViiBE’s ticketing solution can help them find examples from real customers with its built-in archive of past interactions and feedback. Company-specific videos will allow you to train new hires with standardized training topics. You may also ask your customer service manager to prepare related materials for a centralized knowledge management database. This solution will also work for those without the time or the resources to film personalized videos.
John Boccuzzi Jr. explains the importance of customer experience in his TED Talk. Customer service is often under-rated but can make all the difference for your company’s reputation and future business. According to a Microsoft survey, 56% of respondents had stopped business with a brand due to poor customer service. John has remained a loyal customer of a New York City optician since 1996. He explains that the attentive and personalized service of Ruth, the store owner, has kept him coming back. He still visits the same store today, even though he must take a vacation day and drive for three hours to get new glasses! His striking blue glasses are no doubt a reflection of Ruth’s taste.
Salena Scardina gives a moving TED talk about her career in customer service over the past 20 years. While the advances in technology have been astounding, Salena argues that customer service has not advanced at the same pace. She argues that customer service needs more empathy and genuine concern for the customer to match technology’s level of innovation.
Today, new technologies like centralized knowledge bases can complement training videos. Perhaps your employee needs a refresh on a specific topic or needs to know updates to your procedures. ViiBE’s knowledge management tool ensures that customer service reps have access to the most up-to-date information at all times. This tool centralizes information to allow even distribution to all employees, thus improving overall knowledge levels and mitigating staffing changes. It empowers employees to access information from customer service videos to past interactions whether text or video. and Beyond knowledge management, ViiBE’s call routing and ticketing solutions are focused on improving efficiencies and maximizing customer satisfaction.
Great customer service comes first from taking customer service seriously. This means recognizing its importance to your company’s bottom line and investing in different training methods. While nothing new, training videos remain an integral part of customer service training. Knowledge management solutions complement the employees’ initial training and ensure that information remains fresh in their minds. Together these different approaches provide a holistic approach for training that will make a difference in your customer interactions.
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