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TRAINING &
DEVELOPMENT

A smooth and easy transition.

Together we grow

Effective online customer service involves assisting customers in achieving their goals using your products or services. However, the reality of providing customer service can be challenging due to the variety of issues that may arise, such as dealing with unhappy customers and handling constantly changing products, systems, and limited information.

To ensure that your customer support is consistently high quality, consistent, and efficient, it is important to invest in ongoing customer service training. However, delivering quality training can be difficult in itself.
Learning and development for your internal teams are included in nearly every consulting service offered by Smoothen.

Our team architects strategic learning solutions that drive behavior change. We accomplish this by identifying and analyzing learner and business needs, designing results-driven learning experiences, facilitating engaging design workshops, and training consulting on innovative solutions. We are proud to create strategic designs that align with our clients' needs to empower high-impact learning experiences for their employees or customers.

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64%
of employees report dissatisfaction with the quality of training they receive while on the job.

Happy Employees

We can improve employee satisfaction by providing comprehensive trainings that give your team the tools they need to succeed in their roles. When employees are confident and competent in their job duties, they are more likely to feel fulfilled and satisfied in their work. On the other hand, a lack of training can lead to low productivity and frustration, as employees may struggle to understand their responsibilities and feel unprepared to complete their tasks. By providing thorough and effective training, Smoothen can help create a happier and more productive workforce.

Identify your training needs

Training may be necessary for employees to become familiar with your organization and its processes. Additionally, there may be other situations where training is required, even if the need is not immediately obvious.

We start by reviewing:

  • Customer feedback: Reviewing satisfaction surveys and NPS ratings to identify recurring themes. Looking for feedback about things like tone, product knowledge, comprehension, language, and speed.

  • Team leaders: The coaches of your frontline team will know the most common challenges that their team members face in delivering high-quality service.

  • Engineers/escalation support: If your frontline team can escalate complex issues, the people who handle those escalations will often know the knowledge gaps.

  • Reporting: Your help desk reports can help illuminate areas of missing knowledge. Which categories of conversations are showing the lowest satisfaction rates? Which have the slowest response times? There can be reasons other than lack of skills, but it’s a good place to gather valuable data.

  • Internal chats and documents: What are the questions being asked repetitively? Which topics are the cause of frustration?

 

We also offer coaching in various areas of customer experience, including:

  • Fundamentals of CX

  • Identifying high-impact CX issues and pain points

  • Reducing the number of steps required for conversion

  • Increasing personalization

  • Reducing wait times in service centers

  • Improving retention

  • Testing new concepts and flows

  • Increasing loyalty

  • Increasing engagement

  • Measuring how customers perceive your brand values

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Frequently asked questions

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