By Garima Mehra May 12, 2023

Every company wants to clinch the maximum share of the market. But, it’s not so easy, given the amount of competition in the market. Customer training is an important part of the company’s sales strategy.

Customers must have a complete idea about the products sold by the company. When consumers don’t know about the USP of their products, they are not likely to buy them.

Reveal everything to customers:

They must also have a complete idea about the hidden costs of the product. They must know any maintenance charges that might arise in the future, like any replacement costs. When the customer knows what they are getting into, he is likely to make a better buying decision. The companies can provide customer experience training either offline or online.

In the online training, there can be asynchronous or synchronous training. The trainer will provide training to participants in online sessions about the products. He can also show demos of products to new customers. If the customers cannot attend the live recordings, they can be shown webinars. Customers can also be given certifications after they attend such sessions. Such webinars should be kept short, not more than 5 minutes.

Customer training can be extremely useful for a company. It can reduce customer

turnover. It’s because attracting a new customer takes more significant effort than retaining an existing one.

Once the product related content is uploaded on the LMS, the company can get better net promoter score by the customers.

What is NPS for products?

A company must know that the need for training has arisen when the customers give a low rating to the product on a scale of 0-10. This scale asks the customer a simple question, like how much they will likely suggest a product to a friend. If they give the product a score of 0, it means they are not likely to recommend the product at all. It means they have some problems with it. The next question could be why they gave the product such a low score.

A company should give customer training which implies that it should teach them about products (if they give a score of 0-6 on the product). This means they are not pleased with the product. These kinds of scorers are called detractors. Although there will always be detractors for a product, a company should calculate the net promoter score, which refers to %of detractors subtracted from the percentage of promoters.

Promoters refer to those most likely to suggest this product to any of their acquaintances, be it a friend or a relative, and give it a 9 or 10 on a satisfaction scale. Hence, if a company has a higher percentage of promoters than a percentage of detractors, it’s a good score. But if the percentage of detractors is more than the percentage of promoters, it means that the users find it tough to use the product or something needs to be fixed with its quality.
Do follow-up on NPS:
A net promoter score(NPS) does not work any magic by itself. The magic happens when the company tries to follow up with the reason for low scores given by detractors. How customers react to the product is crucial for the companies. Companies have to change their products or services to reduce the percentage of detractors.
A company must ensure in its customer training that they have complete clues about using the product.
Maybe they are using the product incorrectly and hence not deriving any satisfaction from it. The business should then upload product demo videos on the website so customers can use them correctly.
How can a company improve the net promoter score for its training? This NPS can be about how satisfied your customers feel with the product. Once you know the NPS with the LMS, you will know how the customers feel about the VILT sessions. This data can be synchronized with the LMS, which clearly shows how much time customers spend on a VILT or asynchronous session means they are facing some problems with training.
Bad website performance:
Another reason for a low or negative net promoter score is the website’s performance. If a website is quite slow-loading and takes 3 or more seconds to be up, the customer will surely not use the product.
Reduce High call holding time:
The company must hold regular short meetings with the customer-facing staff. Such staff can then discuss the problems customers are facing and what can be the solutions. Customer experience is the addition of various experiences a customer has. This can include whether he needs help going through the website, e.g., being unable to find the orders page. It also includes how the customer-facing staff treats him. They might not have the answer to all his problems, and he has to hold the phone for a long time. Or there need to be more customer service representatives, due to which call waiting time is high. All call abandonment rates are high when the call holding time is there.
Most customers prefer to avoid being put on hold; if needed, they must only be put on hold for 1 to 5 minutes. So, the call holding time or call waiting time should be the minimum. The company should train the staff appropriately or hire more CSRsto do the job. In today’s times, when customers have multiple channels to contact the company, then the company’s response should be swift.
Give immediate response:
A customer might have contacted the company through Whatsapp. Hence the company should respond immediately. Sometimes, the customers need support immediately because they cannot place an order. Hence any delay by the company can cause a loss to the business. Give the customer a callback than putting him on hold:
A company must give some control to the customer. If there is too much rush, the customers must be put in a queue and called back when someone is available to talk to them. This is a virtual hold; the customer does not have to sit on the phone waiting for someone to pick up the call. A traditional hold is a different thing in which no one can talk to the customer currently, and the customer has to wait before someone gets the time to talk to him. Until then, he has to hold the phone in his hand, which can irritate him. Therefore virtual hold is better than traditional hold because, in the former, the customer is not kept busy holding the receiver.
It’s up to the company how to ease the call holding time for the customer. It’s better that if the customer has to be put on a traditional hold time of 2 or more than this number of minutes, then he is given a call back by the company. That way, he is free for those 2 minutes. This way, a company can ensure that the call abandonment rates are reduced to the minimum when a customer is given a callback rather than putting him on hold for 2 minutes.
Also, let the customer choose a time for himself when he wants to receive the call. That implies your CSR can talk to him when he is free for a call and does not have other responsibilities. This only requires including a calendar and a timetable where he can choose the date and when he would like to be called. By following these methods, a company can improve its net promoter score.

The author is an instructional designer who has worked on several elearning projects for a company.

sooperarticles.com