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6 Foundational Steps for Building Learning Culture and Driving Customer Service

According to a Gartner report, one of the top priorities for customer service leaders in 2023 is improving operational excellence.

This implies that today, most leaders are grappling with optimizing day-to-day activities. Now, this is precisely where building a learning culture comes in and why it is popularized. In multiple ways, it supports the ongoing development of employees to enhance operations and meet customer needs. In fact, a recent McKinsey Global Survey stressed the need for adaptable, agile, and accelerated learning in light of the rapidly changing business environment. Now more than ever, it’s not just about the awesome products or services you offer, it’s about being proactive in every possible way to support shifting demands.

And again, one route to this lies in embracing a learning culture. Even when it comes to minor tasks, availability and operability of tools, technologies, and procedures help in streamlining workflows and employee performance, and thus customer service.

In our previous blog, we discussed this by delving into the impact of a learning culture; outlined below, we’ve created your 6-step guide to help you develop one. This guide should bring your awareness to several key methods and how to employ them, starting with understanding the impact of your team’s operations. Or simply put, taking a closer look at their tool stack.

Step 1: Grasp The Relationship between Technology and Customer Service

 

First things first, the key to business success is when leaders focus on customer relationship building. Customers today are looking for companies who get them.tech

So, to keep your eye on the ball, it may be helpful to invest in tools and technologies that help build customer relationships. These solutions will help you improve employee workflows and gain insights into how your people interact with customers.

Take the below operations tools for example.

Here is a quick rundown – by industry – of a few popular business operations tools (you may already use) and how they may directly or indirectly support building customer relationships.

  1. Financial Services – Number one: Oracle Financial Services Analytical Applications (OFSAA); It’s a life-saver for financial institutions. It helps them balance risk, maintain a risk management culture, reduce compliance costs, and speed up time to value – just what you need in our rapidly shifting customer-centric landscape.
  2. Healthcare – Need a way to manage patient relations seamlessly, fast, and on one platform? That’s precisely what Microsoft Dynamics 365 for Health care provides. This level convenience is suited to support operations and thus improve employee workflows, which directly impacts customer service.
  3. Telecommunications- Harnessed by the power of Google Cloud, Optiva BSS Platform is all you need for customer management, ordering, product catalogues, charging and billing. This level of tool consolidation could reduce the time employees spend toggling between apps and improve customer service.
  4. Technology- HubSpot Service Hub is like secret weapon technology companies, making customer support much simpler and turning customers into avid promoters. Similarly, Gainsight helps with reducing churn, increasing upselling, and driving customer adoption – a dream tool for technology businesses struggling to build customer success.
  5. BPO Services- Zoho Desk helps BPOs manage customer support on a platform made just for them. It manages tickets, handles multi-channel support, and even has a place for knowledge management and reporting.
  6. Travel & Hospitality- With Amadeus Service Optimization Solutions, it’s like having your mini command center for enhancing customer satisfaction, reducing costs, and streamlining operations for hotels.

So, is your team using the best tools? From onboarding and customer service training to client support and client billing, the tools they use can enhance customer service.

Now, when investing in technology to meet these customer service needs, a key consideration is the challenges with change management when deploying solutions.

In fact, research conducted by Berkeley’s California Management Review cited mixed success with adopting a customer-service-focused mindset during times of organizational change. The report revealed that leaders who tried to directly implement a customer-service-oriented mindset often ran into difficulty, as opposed to those who cultivated this mindset gradually among their teams. This is another significant way why creating a learning culture makes a huge impact.

Step 2: Rally Your Team with Customer Service Training

 

Having addressed the need for effective operations technology, let’s talk about your customer-facing agents – the backbone of quality customer service. As mentioned above, when engaging your people, slowly introducing the learning culture makes a significant difference.

Given that fact, you can start by nurturing a learning culture through employing customer service training. Such programs can sharpen your team’s problem-solving skills and deepen their understanding of your products or services. This paves the way for them to not just meet but exceed the expectations of your valued customers while building a culture of learning.

But here is a minor caveat. Remember, training is a short-term process and while effective, training is not the end goal here. The main target of developing a learning culture is creating a consistent desire for ongoing development within your organization.

Step 3: Encourage Development: Stay tuned with Tech Trends

 

Technology is on our side in this journey. After the foundation of training is set, you can begin sharing the need for development. For example, one relatively easy method is encouraging your team to stay aware of industry trends. And you can join.

You can also look around and see how budding technologies can uplift your customer service strategy and nurture a tech 1 e1705009064628 learning culture. Take chat boxes, for example: Training your team to respond to customers online via chat offers real-time solutions for customer queries. This provides instant gratification, which is a popular customer demand).

And don’t forget about social media. It’s where some – depending on your audience – customers are, thus offering you a chance to connect with them in their comfort zone.

Step 4: Dig into Customer Data

 

Perhaps you can make this type of reporting a weekly or monthly task. And It isn’t as dreary as it may sound. As a leader, looking into your customer data can provide a wealth of exciting information. You can understand customer likes, dislikes, and behavior patterns.

This insight can help you customize your services, making each customer feel special. By doing this, you’ll be practicing, continuous learning, and setting an example for your team.

Step 5: Keep up with Up-to-Date Customer Service Expectations

 

As mentioned in step three, today, staying trendy is key. Make sure to stay updated with the latest customer service trends – always to be two steps ahead. Having your hand on the pulse of every possible solution will help you show a superior level of consideration and excellence.

Many customers expect your company and team to be customer service trend buffs. So, by staying in tune with these trends, you are always there offering the best for your customers. Some even appreciate being educated on your programs and solutions.

Step 6: Cultivate a Learning Culture

 

And now, the most important step. Fully embrace the learning culture. As the name implies, it might not be something you can quickly check off from your to-do list. It requires infusing new concepts into the very ethos of your team.

In a nutshell, remember excellent customer service is not just about solving problems; it’s about building relationships. And just like any relationship, it needs understanding. So, consider a learning culture as a valued asset in developing your team and thus providing solutions that support building thriving customer relationships.

Want More Insights?
 

Start embracing a learning culture today! Explore our knowledge base for the latest customer service trends, insights, and solutions. At Zenerate, we encourage that in every way possible, you and your team strive to keep learning, keep growing, and keep adapting. Learn more about our solution here. As a leading provider of customer service training and development technology, we have the resources to help you develop top-performing agents.

"As an innovative marketing specialist with 5+ years of driving brands to the next level, I am committed to bringing Immersive learning to the forefront of employee training programs across contact centers globally."

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