How to Improve Customer Service Training With Video

Video is an excellent tool to improve customer service training. Learners can better understand and visualise how to act in different scenarios, respond to challenging situations, and deliver the expected service to customers. Video is consistent, cost-effective, and multi-sensory, making it an effective tool for knowledge transfer and retention. Unlike conventional training methods, video content can be repeatedly revisited and shared at scale, allowing for better retention and understanding. When it comes to training your team in customer service, video is an excellent choice due to its numerous benefits.

5 top tips for great customer service training videos

Break It Down: Avoid Overwhelming Your Team with Training

Damian Hughes, an author and speaker, uses a tennis ball analogy to illustrate the challenges of training. Catching one ball is easy, but catching multiple balls becomes increasingly difficult. The metaphor highlights the importance of focusing on individual changes that will have the most significant impact on overall performance, rather than overwhelming learners with too much information. To make effective training videos, it’s crucial to break down key messages into bite-sized chunks, mantras, and acronyms, and to divide the content into smaller segments. Ten one-minute videos are more effective than one ten-minute video. Take inspiration from the Tout’s Budgens example to create compelling and digestible content.

Accessible Learning: Making Training Easy to Find, Review and Revise

Previously, we discussed the issue of training being delivered once and then forgotten. This approach is not ideal for upskilling your workforce effectively. To ensure successful training and upskilling, it’s crucial to make video content available all the time, allowing users to access the necessary information whenever they need it. This can be achieved by making the video content easily accessible and indexed appropriately. Implementing a simple file-sharing system, such as Google Drive, can make this process easier. Each team member can have their own personal drive for their files, while also having access to shared drives such as Resources, Marketing, and Company Documentation. By providing easy access to training materials, users can find the exact content they need without complications.

Prioritize Training: Block Out Time for Upskilling

Excuses and reasons not to prioritize training can always be found. However, neglecting training can cause significant damage over time. At Mooviemakers, we’ve recognized this issue and have made a concerted effort to block off at least half a day per month for training and personal development. We ensure that this time is visible in our group calendar to emphasize its importance. While the amount of time you can commit to training in your team may vary, consistency is key. Allocating one day per month for training over the course of a year is much more effective than allocating two days once a year.

Video Style Matters: Choosing the Right Approach for Your Content

The various types of videos we’ve discussed in this article demonstrate the vast range of options available, including animated videos, demo videos, live-action, interactive, and many more. Within each category, there are countless creative and stylistic decisions to consider when determining the most effective way to convey your message to your employees. There’s no universal solution or easy answer to these decisions, so it’s crucial to take your time, conduct thorough research, and seek guidance from a professional if you’re uncertain.

Monitor Progress: The Importance of Tracking Training Results

Ensuring that you have the right content is important, but it’s only part of the solution. Keeping track of the training and its effectiveness is just as crucial. There are various ways to track how well the training is being received and how it translates into a better customer service experience. For digital businesses, online surveys can be useful, and tools like SurveyMonkey offer customer service surveys as templates. Physical or retail stores can utilize feedback buttons to quickly gather customer feedback. Regular catch-ups with your team can also help you understand the situations that they find difficult and guide future training videos. By tracking the effectiveness of your training and its impact on the customer experience, you can be sure that you’re making progress in the right direction.

Thank you for taking the time to read this article. Regardless of your niche, industry, or sector, customer service is crucial for success. By utilizing video as a tool for customer service training, you are providing your business with a versatile, flexible, and valuable type of content that can have long-term benefits, including customer retention, loyalty, and brand advocacy. If you need help getting started, click here for free advice from one of our knowledgeable video experts. There’s no obligation!