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2013 Customer Service Training Trends

This week, we’re going to look at the 2013 trends in customer service training in Toronto and beyond.

Customer service is an essential part of any business plan. Your people-friendly skills will apply to practically any job that you work in. Whether you’re planning on working the reception desk in a company or if you’re in healthcare training looking to practice in a private home, your professionalism will depend on your ability to communicate in a friendly and effective manner.

Two of the biggest trends in customer service are a growth in new platforms and increasing expectations for speed and quality.

New Platforms

- Email. Communication through email has definitely become a major part of business outreach strategies. These days, commercial website will prompt visitors to subscribe to email newsletters, either through email links or easy to fill out web forms. This allows companies to remain connected with the client and also to put the customer in contact with customer service professionals.

- Live web chat. Typically run at all hours of the day, live web chat connects website visitors with a customer service worker through a private instant messaging chat pop-up. This takes impeccable typing skills and quick thinking, and is an increasing part of commercial websites, including everyone from major telecommunication companies to fashion retail.

- Mobile phones. The explosion of the smart phone has caused new strategies in customer outreach. Not only is there an increasing investment in apps and the mobile web, but emails are being formatted to be read in all sorts of browser types. Innovative companies even receive and respond customer comments by text message!

New Standards

- Fast responses all the time. The modern customer expects rapid service at any hour of the day. Although this seems demanding, what the customer is after is total convenience. This expectation is also rooted in an increasingly global world, where a company needs to be available in multiple time zones in order to cater to their international client base.

- Higher quality. Companies have responded to the need to be more available to clients with things like contact centres, but while past decades were defined by a trend towards international outsourcing, many companies have brought their customer service back home. They are also investing more heavily in employee training and they’ve learned that bad service is actually worse than no service at all.

These trends have affected almost every branch of business. This even includes businesses that don’t seem to be related to the customer service domain, like graphic design for example. Any student in a web design course in Toronto can expect to dive into building some customer service friendly online pages and email templates.

Will customer service trends continue to change? In ways can we expect customer service practices to shift in the future?

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