Shifting customer service training online.

The ultimate guide to creating practical and dynamic online customer service training.

Training is vital for organizations focused on customer satisfaction. However, many modern and growing companies face the decision of whether to transition their customer service training online. This guide will explore the benefits of online training for your organization, the challenges involved, the topics to be covered, and whether to handle the training in-house or outsource it. We will also explore various considerations for planning an effective online customer service training program that gets results!

This article was written by a human.

If you haven’t admitted it yet, your customer relationship strategy should include customer service training. For decades, companies around the globe have invested in training their team members, as it contributes to long-term business growth.

From routine trips to the grocery store to significant purchases like a car, we all play the role of a consumer. Customer service is an integral part of our daily lives, often unnoticed. How much do you value a great customer experience? More than you might realize! You can likely recall both a very positive experience and a negative one. However, it’s not just service extremes that can create a lasting impression; even a mediocre experience can leave a customer unsatisfied.

Keeping your service top of mind for your team is essential. According to a PWC report, 73 percent of customers say an outstanding experience influences their buying decisions. It is clear why service training is essential for staff onboarding and continued development.

Given the crucial role of service, the question arises: Should you switch to a customer service training online platform? Will it work with your team dynamics? Will it deliver the desired results? How does it compare to traditional in-person training?

In this guide, we will explain:

What is online customer service training, and how can it significantly enhance customer loyalty, reputation management, and sales growth?

What is Customer Service Training?

Customer Service Training

What is Online Training?

Customer service training online is a training that takes place using the Internet. This training can be delivered in several formats: it may involve live sessions with a trainer (such as via Zoom), pre-recorded videos (like those found on YouTube or MasterClass), or personalized one-on-one coaching sessions with a trainer. Many programs use a hybrid approach, combining various delivery methods.

Online training options typically include video lectures, webinars, polls, quizzes, and other interactive elements.

The Pros and Cons Of Customer Service Training Online

Like all delivery methods, there are pros and cons to delivering customer service training online vs in-person delivery.

Advantages

Faster Preparation

Online customer service courses are generally shorter than in-person sessions and can be customized quickly.

Convenient Onboarding

Eliminate the worry about staff turnover and allow new employees to access materials at their convenience!

Drip Training

Address the learning curve by turning your training into a series and avoiding information overload.

Target

Cost Effectiveness

Avoid travel expenses.

Scalability

Accommodate groups of any size and location, including various time zones.

Recording

Team members can assess your training content 24/7.

Reporting

Monitor participation and engagement. Review which learners were paying attention, participating, and how they are answering with a training engagement report.

Disadvantages

ROBOT

Attention Span

Customer service training online is generally shorter since maintaining attention is more complex than in-person. Depending on how many meetings learners have attended, training can be "just another meeting" and not be viewed as necessary.

BADGE

Limited Activities

There are a limited number of activities that you can do online versus in-person.

Personal Connection

It's harder to build relationships with a screen!

Group Management

In large group settings, it is easier for individuals to tune out and get "lost" in the crowd.

HELP

Tech Issues

Not all team members will be tech-savvy and may experience login or access difficulties.

Minimum Development Considerations

Development

68% of customer think that most companies should improve their service training.
Need more training 68%

Based on an experience trend report from popular CRM Zendesk. Now is a great time to give your customers what they want, including a positive and memorable engagement with your team members.

Whether talking about customer service training online or in person, it’s fundamental to consider the minimum requirements of developing a successful program for your team.

Requirement
How
Benefit
Establishing Industry Benchmarks
Start by examining your overall industry to understand the standards and baseline level of service you need to provide.
Your business can not succeed or surpass the industry if it doesn't deliver the norms.
Delivering Customer Expectations
Examine your customer's expectations through reviews, surveys, and their requests. You can also start tracking feedback from team member conversations.
You can't rely on the industry norms alone. Do your specific customers want more? You can attract more customers by filling existing service gaps.
Reputation Management
Audit your online reviews on sites like Yelp, Google, Better Business Bureau, and TripAdvisor. Search for patterns that you can address.
Understanding your service issues will allow you to address common concerns. Managing your reputation through training will promote positive online feedback.
Competitive Edge
Analyze your competitors to understand their strategies and identify ways to make a greater impact on customers.
Stand-out service works when it outshines the competition. Finding ways to do things differently from the competition will give you an edge.
Consistency & Efficiency
Creating guides, standard operating procedures, and rubrics formalizes operations to ensure a consistent and reliable experience.
Make buying decisions effortless by staying top of mind. Deliver a consistent and easy experience.
Customer Loyalty
Create a program that attracts your customer base. Focus on acknowledgment, personalization, and benefit perks to encourage customer loyalty.
Retaining loyal customers is less expensive than attracting new ones. Loyal customers bring predictable revenue patterns.
Increase Revenue
Customer service training online can incorporate a sales component. This can include upselling, promoting repeat business, qualifying inquiries, overcoming objections, and providing support to your salesforce.
Additional business revenue.
Employee Satisfaction & Development
Provide engaging onboarding training and ongoing development courses. Equip your team with the necessary skills for the job and the opportunity to advance.
According to the earlier Zendesk report, only one in five agents is very satisfied with their training. Consistent, up-to-date training is key to reducing turnover, clarifying standards, and maintaining a uniform customer experience.

Establishing Industry Benchmark

How: Start by examining your overall industry to understand the standards and baseline level of service you need to provide.

Benefit: Your business can not succeed or surpass the industry if it doesn’t deliver the norms.

Managing Customer Expectations

How: Examine your customer’s expectations through reviews, surveys, and their requests. You can also start tracking feedback from team member conversations.

Benefit: You can’t rely on the industry norms alone. Do your specific customers want more? You can attract more customers by filling existing service gaps.

Reputation Management

How: Audit your online reviews on sites like Yelp, Google, Better Business Bureau, and TripAdvisor. Search for patterns that you can address.

Benefit: Understanding your service issues will allow you to address common concerns. Managing your reputation through training will promote positive online feedback.

Competitive Edge

How: Analyze your competitors to understand their strategies and identify ways to make a greater impact on customers.

Benefit: Stand-out service works when it outshines the competition. Finding ways to do things differently from the competition will give you an edge.

Consistency & Efficiency

How: Creating guides, standard operating procedures, and rubrics formalizes operations to ensure a consistent and reliable experience.

Benefit: Make buying decisions effortless and stay top of mind by delivering a consistent and easy experience.

Encouraging Customer Loyalty

How: Create a program that attracts your customer base. Focus on acknowledgment, personalization, and benefit perks to encourage customer loyalty.

Benefit: Retaining loyal customers is less expensive than attracting new ones. Loyal customers bring predictable revenue patterns.

Increase Revenue

How: Customer service training online can incorporate a sales component. This can include upselling, promoting repeat business, qualifying inquiries, overcoming objections, and providing support to your salesforce.

Benefit: Additional business revenue.

Employee Satisfaction

How: Provide engaging onboarding training and ongoing development courses. Equip your team with the necessary skills for the job and the opportunity to advance.

Benefit. According to the earlier Zendesk report, only one in five agents is very satisfied with their training. Consistent, up-to-date training is key to reducing turnover, clarifying standards, and maintaining a uniform customer experience.

Do you need training questionnaire

Does your organization need customer service training?

You might be thinking, “Do I even need training?” The answer is always yes, in our opinion! Training should be a part of continued employee development unless you fully automate your business with A.I!

We have developed a simple questionnaire to help you determine if you need training. If you answer yes to any of the questions below, we recommend incorporating training into your employee development strategy.

If you have selected one or more options above, you are in need of training.

What are the 5 most important skills in customer service?

Top 5 Service Concepts

While there are many foundational customer service skills to develop within your team, if we were to select five key areas to focus on, we recommend the following themes that are more likely to resonate with your customers.

The Fine Art Of Listening

The little details matter, so actively listening to customer feedback and clues is key to success.

Adapting To Needs

People are not the same. Adapting to customers' needs, demands, and demeanor is key to crafting a memorable experience.

Connecting & Personalization

No customer wants to be a number. Add some personality to your service. Developing relationships leads to loyalty and repeat business.

Supernova, blast, astronomy, education, blow, explode, cosmos

Exceeding Expectations

Add some "shock" to your service. Find ways to stand out with your customers and exceed their expectations.

Consistency

Craft a dependable, consistently excellent experience that your customers can rely on from all team members at any time.

Skills & Topics

What Are Some Skills A Customer Service Training online should cover?

Once you have completed an analysis of your current needs, it is time to think about the topics you would like to cover in your training.

Less Is More! Don’t make the mistake that many organizations tend to make. You might have a big wish list, but less is more when it comes to training. Select one or two areas to work on and have a plan to follow up. Remember that great training should present:

Favicon Oculus Large 1
  1. WHAT: An introduction to the standard.
  2. WHY: Why it is important, including research or statistics.
  3. HOW: An explanation of how it should be executed.
  4. WHEN: A discussion of scenarios and real-life examples, including exceptions.
  5. TECHNIQUE: An opportunity to practice, and
  6. RESISTANCE: A way to respond to questions and resistance.

If you overwhelm your learners, they may forget everything, which does not yield a great investment return for your customer training training online program. Use the learning curve to calculate the time needed to incorporate a new idea.

We recommend starting with the most essential issues. Sometimes, that can be the basics for new hires or handling complaints, for example. Once you feel your training is a part of daily habits, you can then add further subjects.

Your customer service training online should cover some of the most popular courses since they review the foundations of excellent service.

Active Listening

Do you truly listen? Learning to listen with intent is an excellent tool in and out of the workplace. Train your team members to craft better experiences, handle conflict, and connect just by paying attention.

Adaptability & Creativity

Give your teams the tools and freedom to think outside the box and adapt service to suit different audiences and situations.

Autonomy

Ensure your team members can work independently to execute your vision.

Conflict Resolution

Let's face it! Complaints are inevitable. Your customer service training online should define the steps and nourish confidence when handling any challenging situations.

Cultural Awareness & Sensitivity

The world is diverse, and so are your customers. Teach your team how to be respectful and welcoming to everyone.

Effective Communication

Team members should understand how they express themselves, be precise, professional, avoiding ambiguity and unnecessary jargon.

Empathy, Kindness & Patience

Dealing with emotions is a powerful component of customer service training online. Provide tools to boost emotional intelligence and act with care.

Managing Expectations

Some customers can arrive at your location with pre-set expectations. That's okay! Ensure your team members can deliver and manage when expectations do not match reality.

Proactiveness

Reactionary service is not going to win any awards! Prepare your team members to act and think proactively.

Product Knowledge & Building Value

Reinforce the idea that knowledge is power and the value of being an expert in your field.

Refinement & Professionalism

Introduce the words and body language that add polish to any experience.

Relationship Building & Connection

Loyalty is built on relationships. Provide tips on how to make genuine, long-lasting relationships.

Sales & Upselling

Provide your team members with the knacks to appropriately market your products and services.

Service-Centric Mindset

It's not just about what you do but how you do it. Discuss the importance of a service mindset and attitude.

Key Program Support Components

What to incorporate in a customer service training online program?

You can record some videos or PowerPoint presentations, upload them to the cloud, and then send them to your team, but that may not be the best strategy if you want to see actual results. You should include some key training features when developing a program with purpose.

Free Preparation Checklist
To make this easier, you can use our free customer service training online checklist to ensure your program is robust enough to make an ongoing impact.

Free Training Preparedness Checklist

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Research & Data

Market Research
Does the program include fact-based research like scientific studies, audit data, and competition comparisons that support the content? Your team members may not connect with content if it doesn't make sense. Ensure that you frame your training correctly.

Variety of Delivery Methods.

Not everyone learns the same way, so including various delivery options covers more needs.
Trainer-Led Webinar Group Sessions
Live sessions can support learner questions and look for gaps that come up during the training. It's also a good idea to ensure a flexible arrangement that allows team members from all schedules and locations to join.
Self-Guided Learning Options
Getting everyone scheduled at the same time can be difficult, so a recorded option allows all team members to receive training that they can access around the clock, 24/7.
Technology Integration
Ensure that your technology is easy to use and your customer service training online can be accessed on a computer, desktop and even a mobile device. Make it easy!

Accountability & Support

Accountability
When developing your program, you have to include components that hold your learners accountable and provide you with the information. Is there a method to evaluate if the training is understood?
Reinforcement
Don't make your training a one-and-done. Ensure it's an ongoing development process. Learning and creating new habits takes time. Include additional sessions and expectations to keep the momentum going.
Send a copy of this completed checklist?

The Importance of Continued Management Involvement

Online, especially automated training programs can simplify training, but that doesn’t mean management can be hands-off. To ensure success, all managers must continue to support learning efforts. It’s easier than you feel.

  • Show up! For any program to succeed, a manager must show up and understand the program’s ins and outs. At Oculus, we see a lot of managers who set the standards but don’t attend the training. Worst still is the manager who shows up for the first ten minutes and then disappears. What type of message does that send to your learners? Management must get involved if you want your content and new standards to be taken seriously.
  • Practice What You Preach. Managers should know any training programs inside out. They should be able to demonstrate to their team members that everyone, including them, is being held to the same standard. If you work with an outside training company, they can only deliver the message. Continually pushing training efforts forward will fall on management.  
  • Schedule regular meetings with trainers or training providers. This can include train-the-trainer or working with the provider to continue to refine and customize the customer service training online. For example, at Oculus, we recommend our clients schedule a monthly meeting with us to review their requirements.
  • Regularly review results from online training reports, audits, and customer feedback and create training goals to work on with team members.
  • Schedule one-on-one meetings with the learners to discuss performance challenges and celebrate successes! According to a survey by Quantum, most employees prefer weekly one-on-one meetings.
  • A random practice like a role-play, listening to audits, and reviewing comments can be a great way to reinforce a training program.
Coachingcalls-Emails

Benefits of Customizing Your Customer Service Lessons

Customer Service Training OnlineBefore signing up for a pre-made boxed customer service training online, reconsider the benefits of customizing your options. Pre-made, boxed customer service training online programs might work for a quick fix to introduce the basics, but being able to customize your training is important to ensure you target your needs. Here are some things to look for when purchasing an online program:

Research

As we mentioned earlier, the program should include data, but it should also include local, national, and industry standards. Understanding the minimum service standards for your location and incorporating those into your program is essential to being competitive.

Relevance

You should always have the option to eliminate components from pre-made training that don't align with your operational needs. Don't forget culture and community norms. When using pre-designed resources, do they incorporate a cultural element and address your customers' expectations? The goal should be delivering service that your customers welcome, nourishes relationships, and increases revenue. Only include standards that make sense for your business.

  • Are all of the elements necessary? Can some be eliminated or changed?
  • Do our customers enjoy the concepts? What should be added or removed?
  • Will this increase sales, online reviews, etc? Is there a return on the investment from including the service concept?
  • Can your current staffing levels handle the new standards?
  • Can managers follow up on the program and provide additional coaching?
With a custom program, you get to approve the entire program from start to finish, which means it will fit with the service strategy you have for your organization.

Drip Training

You should also be able to drip concepts and content over time. We have already established that "less is more" in terms of training. You need a program that allows you to introduce concepts over time slowly.

Payment

Competitive Edge

If you can buy a pre-made program, your competitors can also do so. To get an edge on the competition, you must find a way to deliver a service that stands out. Look for a program that can include research from your competitors using tools like audits, surveys, etc. When you know what your competition is doing, you can focus on ways to be different and do better!

Branding

A custom program should have the option to incorporate your branding and any corporate brand standards.

Pivot

Look for the ability to pivot your training when the need arises. Changes will happen in your market. Can your customer service training online quickly adapt? There should be options to update your content quickly to address new market needs and customer concerns.

Train-The-Trainer & Management Support

Search for training options that provide support to managers. This can be management training, coaching, or reporting options.

Once you have completed an analysis of your current needs, it is time to think about the topics you would like to cover in your training.

Less Is More! Don’t make the mistake that many organizations tend to make. You might have a big wish list, but less is more when it comes to training. Select one or two areas to work on and have a plan to follow up. Remember that great training should present:

Outsourcing Your Training Vs. Designing In-House

The benefits of working with a training partner.

You may believe that you cannot afford to outsource your customer service training, but there are hidden internal expenses to consider beyond the initial costs. Partnering with an external training provider can offer several advantages that may lead to long-term savings. Here are some key benefits of collaborating with an external company to develop your training program.

Focus On Customization

Completely Customized

An outside company, like Oculus, will completely customize our customer service training content. This means you don't have to worry if it will fit with our goals or set the correct criteria for our objectives.
For example, at Oculus, we schedule a discovery call with all our clients to understand their needs, set goals, and understand the program's purpose, use case, and structure. Once we have a clear picture, we design a program to match.

Approval

A custom program ensures you set the standards and have final approval of the syllabus and lessons before the training goes into production.
For example, our clients always approve their syllabus before production, but they also have the option to review presentations, scripts, and other resources before the launch of a program.

Experts

An external partner will employ experts who are dedicated to training. This dedication to customization should be a part of an internal program or when working with an external partner.
At Oculus, our team members live and breathe training. It is all we do and our only focus.

Delivery Options

A great program must address all your team members’ learning styles and scheduling needs. An external partner may be better to address those challenges. For example, at Oculus, we offer products that allow for self-paced learning, trainer-led live options, and a mixed service.

Post Training Support

Training is not a one-and-done scenario. People need some additional assistance and push to adapt to required changes. Addressing the forgetting and learning curves is crucial. An external training company, like Oculus, can provide you with additional resources to help reinforce training like

Resources

Custom online resources like functional "to-do" or practice checklists and downloads are essential to a great program. Does your internal team have the skill set to design and manage them? An external partner will have these resources built in.

LMS

How will you host your recorded training? Will there be quizzing and evaluations? How about access to downloadable resources? An external partner will probably have a learning management system.

Train-the-Trainer

Your management team may be experts in what they do, but are they training experts? An external partner can support train-the-trainer to ensure your training efforts progress.

Measurable Outcomes

An external partner can help set up measurable follow-up components to ensure your team members are implementing their new service skills. This can include:

  • Online Checklists
  • Mystery Shopping
  • Practice & Evaluation Calls: Coaching calls with a trainer who can professionally evaluate and coach your team on skills.
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Technology Integration

Having the best and most up-to-date training technologies showcases your commitment to training. If your technology isn't up to date and neglected, it can affect how seriously your team members look at your message. An external partner can include modern technologies like:

  • Online portals with quizzing, games, and certification.
  • The ability to drip training over time and keep the momentum going.
  • Training and audit reports with coaching tips are available for download.
  • Data and performance statistics to reinforce training habits.
  • The inclusion of AI components.
  • Messaging options like chat, email, text, or WhatsApp

Cost Advantages

Money Icon

Considering the above requirements, partnering with an outside vendor like Oculus is often a more cost-effective option.

According to business.com, virtual training with a live instructor costs can range from $1,500 (for up to six people) to $2,250 for up to 24 people. That may be true for many external companies, but if you partner with the right company, the costs can be more reasonable.

For example, here at Oculus, our webinar training sessions start at $498 plus $14 per learner including all design and customizations.

SUMMARY
Don’t have time to read this article? Skip to the cliff notes version.

In this guide:

Summary

Guide Summary

Moving your customer service training online can be a smart move for your business. It provides you with increased training flexibility, cost-effectiveness and the can take advantage of modern technology to meet learner preferences.

SUMMARY
Considerations and actions to move your customer service training online:

  • Research industry and customer patterns to determine which standards will resonate.
  • Audit your reviews and customer feedback.
  • Customizing your program helps you gain a competitive edge and not deliver an experience that already exisit in the market.
  • Place a focus active listening, adapting, connecting, exceeding expectations and consistency.
  • Ensure there is management buy-in and continued involvement to reinforce learning.
  • Weigh the overall cost benefit and consider an external training partner.

FAQ

Frequently Asked Questions

Where can I find free online customer service training courses?

Finding a free customer service course may be tricky. You can piece together some tips from various sources or even some details on LinkedIn.com or YouTube, but finding a comprehensive course may be difficult, if not impossible.

Even if you can find a free option, you must ask yourself if it will provide the necessary training. Given that customer service is essential to business success, we recommend that you spend some resources putting together a custom course that addresses your specific needs and goals.

Absolutely! Implementing an automated approach to your retail training program is a highly effective strategy. An online training platform can feature tailored content that includes real-life customer scenarios and in-store requirements that your employees will encounter daily.

Transitioning to a digital format not only helps with the onboarding process but also ensures that all team members accesses the same extensive training across all of our locations and brands.

Certification is meaningful only when it aligns with business criteria. Since every business has its own customer service strategy, understanding their goals and standard procedures is important. A general certification may not offer you an advantage if a business has alternative goals in mind.

For example, at Oculus, we certify learners through our mystery shopping auditing program, evaluated webinars, and online testing. Once a learner demonstrates understanding of the service concepts, they become certified service experts.

Our custom training options can cost less than designing your own!

Speak with the expert! Schedule a meeting with one of our training experts.

Webinars

Live, Trainer-Led

$498

+ $14 per learner