Customer Service Education and Training Key Terms

Understand customer service education and training key terms

When it comes to customer service education and training, key terms can help you understand the purpose of the instructor. For example, a class focused on conflict management or resolution may not cover topics such as CRM software. Before you look for education or training, you might want to consider whether you need help determining a customer service strategy or whether you should focus on phone courtesy. In order to determine the best educational opportunity for yourself or your staff, take a moment to become familiar with customer service education and training key terms.

Customer service strategy

A customer service strategy prioritizes the areas and aspects of an organization that require improvement in order to enhance customer service. A customer service strategy can help you define your target audience or plan evaluations to determine the affect of your strategy.

Customer service survey

Many education and training opportunities help you learn to use tools to measure customer satisfaction, which can be an indication of how your customer service works. One of the most common measurement tools is the customer service survey.

CRM software

CRM software focuses on providing business owners with the tools needed for customer relationship management. CRM software may provide you with features such as customer satisfaction surveys, phone call logs or quality-assurance products to ensure your staffers are implementing the appropriate level of customer service.

Conflict management, conflict resolution

A large part of customer service is being able to handle conflict. Education and training for conflict management or resolution focus on preparing you or your staff to remain calm when your customers aren't.

Phone courtesy

When your business relies on the use of telephones, as most businesses do, you may need to focus on training your staff in proper telephone etiquette, also called phone courtesy. Phone courtesy is a way to exhibit customer service before your customers set foot in your store or business. It includes elements such as greeting your clients in a friendly manner, knowing how to handle multiple phone calls at once and understanding the company's preferred method to take messages or transfer calls.

Stress management

Stress-management training focuses on teaching employees how to handle the stress involved with their jobs. In some cases, cranky customers may cause stress, but other outside influences, such as financial or family trouble, can elevate stress. Employees who can handle stress make better customer service representatives, which is why stress management can be an important element of your customer service training.