{"id":17762,"date":"2019-05-29T12:21:03","date_gmt":"2019-05-29T12:21:03","guid":{"rendered":"https:\/\/www.process.st\/templates\/customer-service-training\/"},"modified":"2024-03-15T14:11:08","modified_gmt":"2024-03-15T14:11:08","slug":"customer-service-training","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/customer-service-training\/","title":{"rendered":"Customer Service Training"},"content":{"rendered":"\n<section id=\"introduction\">\n <h2>Introduction:<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/8e8fdb1b-4cbf-4b5e-aa67-136568d29e69\/lXTCrapsByT5JfFDpZRIUA.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/8e8fdb1b-4cbf-4b5e-aa67-136568d29e69\/lXTCrapsByT5JfFDpZRIUA.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>Congratulations on being accepted into the customer service team.&nbsp;<\/p>\n  <p>The way<strong>&nbsp;you interact with customers<\/strong> has an <strong>unquestionable impact on customer satisfaction and retention<\/strong>. In Microsoft's 2017 State of Global Customer Service Report, they found that&nbsp;<a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" rel=\"nofollow noopener\" target=\"_blank\">96% of global customers say customer service is an important factor in their choice of loyalty to a brand<\/a>.&nbsp;<\/p>\n  <p>By working through the following sections, you'll <strong>gain a deeper understanding of your responsibilities. <\/strong>Thereby <strong>providing an overall better experience<\/strong> for your customers.<\/p>\n  <p class=\"style-blockquote\"><span><em>Loyal customers, they don\u2019t just come back, they don\u2019t simply recommend you, they insist that their friends do business with you.&nbsp;<\/em><br>\n    - <a href=\"https:\/\/www.nextiva.com\/blog\/customer-service-statistics.html\" rel=\"nofollow noopener\" target=\"_blank\">Chip Bell<\/a>, customer service expert.<\/span><\/p>\n  <p>This checklist has been created primarily for <strong>new customer service representatives<\/strong> and team members. It should be run whenever a new employee joins the service team.<\/p>\n <\/div>\n<\/section>\n<section id=\"getting-started\">\n <h2>Getting started:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">In this section, you'll be noting down <strong>your basic information<\/strong> (name, email, role, the date) and deep-diving into the company's story and mission. <br><br><strong>Stop tasks<\/strong> can be added to this checklist to ensure users cannot move on to the next task before critical data is logged.<\/p>\n <\/div>\n<\/section>\n<section id=\"input-basic-details\">\n <h2>Input basic details<\/h2>\n <div class=\"text-content\">\n  <p><strong>Input your details using the form field below.<\/strong><\/p>\n  <p>By filling out the name, email, role, and date form fields underneath this text, <strong>your information will be recorded<\/strong>. This will help <strong>separate<\/strong> your customer service training checklist from others.&nbsp;<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Your name <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"email-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Your email <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Your role <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Today's date <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"read-about-the-company\">\n <h2>Read about the company<\/h2>\n <div class=\"text-content\">\n  <p><strong>Read as much about your new company as you can.<\/strong><\/p>\n  <p>To be an effective customer service or support team member, it's <strong>imperative to know<\/strong> the ins and outs of <strong>the company you're working for<\/strong>. <strong>Customers<\/strong> who get in contact with customer service representatives <strong>expect a high-level of knowledge<\/strong> from the representatives.<\/p>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/42415e62-3941-4f4a-8742-fd894b0a66c5\/lb0AdzN62DTXbHkiyhxDmw.png\" alt=\"Read about the company\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/42415e62-3941-4f4a-8742-fd894b0a66c5\/lb0AdzN62DTXbHkiyhxDmw.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/wawEfYdpkag\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"write-a-summary-of-the-company\">\n <h2>Write a summary of the company<\/h2>\n <div class=\"text-content\">\n  <p><strong>Write a summary of the company once you've read about them.<\/strong><\/p>\n  <p>To ensure you have a good working <strong>knowledge of the company<\/strong> itself, use the text field below to write a summary of the company. Information should include:&nbsp;<strong>who they are<\/strong>, <strong>what they offer<\/strong>, and the kind of <strong>customer(s) they're targeting<\/strong>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Summary of the company <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"learn-the-companys-mission\">\n <h2>Learn the company's mission<\/h2>\n <div class=\"text-content\">\n  <p><strong>Learn the company's mission by pasting a copy of it below and reading through it.<\/strong><\/p>\n  <p>\"Mission\" is synonymous with \"objective\" or \"goal\". In essence, it's <strong>what the company in question aims<\/strong> to <strong>do<\/strong> or <strong>deliver<\/strong>.&nbsp;<\/p>\n  <p>This checklist, for instance, is being run on Process Street. Process Street's mission is to help teams manage their<span>&nbsp;recurring checklists and procedures.<\/span><\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Company mission <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"rewrite-the-companys-mission\">\n <h2>Rewrite the company's mission<\/h2>\n <div class=\"text-content\">\n  <p><strong>After reading through the company's mission, rewrite it.<\/strong><\/p>\n  <p>The best way to get to grips with a new company's mission is by <strong>reading it<\/strong> and <strong>then rewriting it<\/strong> yourself.<\/p>\n  <p><strong>By rewording<\/strong> the concept, <strong>you can truly understand<\/strong> the company's objectives. This will also be very useful for when you have to explain to customers exactly <strong>what it is<\/strong> your <strong>company<\/strong> <strong>does<\/strong>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Rewrite of company's mission <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"understanding-your-role\">\n <h2>Understanding your role:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\"><span>In the following section of this customer service training checklist, you will read about the<strong> necessary areas<\/strong>&nbsp;customer service staff members should <strong>excel in<\/strong>.<\/span><\/p>\n <\/div>\n<\/section>\n<section id=\"read-about-the-necessary-customer-service-qualities\">\n <h2>Read about the necessary customer service qualities<\/h2>\n <div class=\"text-content\">\n  <p><strong>Read the necessary customer service qualities below.<\/strong><\/p>\n  <p>A customer service team member is at the <strong>forefront of company communications<\/strong>. They're not only the face of the company, but they're the <strong>voice<\/strong> of it, too. And in the contemporary world of business, delivering an excellent standard of customer service is crucial. <strong>Otherwise, negative reviews can be written<\/strong>, which have a <strong>severe impact<\/strong> on any company's reputation.<\/p>\n  <p>Here are 4 key qualities all customer service staff members should maintain:<\/p>\n  <ul>\n   <li>\n    <p><strong>Knowledge of the company<br><\/strong>Reading about the company and company mission wasn't a purposeless exercise. It was included to help bolster your own knowledge, so you can deliver better customer service.&nbsp;<br><br><\/p><\/li>\n   <li><strong>Clarity in communication<br><\/strong>Clear communication is key. If a customer has a query, question, or even a complaint, talking to them directly and clearly will help to resolve any issue as quickly as possible.<br><br><\/li>\n   <li><strong>Being empathetic<br><\/strong>It's not enough to be sympathetic to a customer's situation - you have to be empathetic, too. Being empathetic means you're imagining yourself in their shoes, truly understanding their predicament.<br><br><\/li>\n   <li><strong>A tenacious character<\/strong><br>\n    Customer service staff are at the frontline and should be prepared to deal with all manner of people and moods. If a customer isn't having a great experience (or a great day!), their frustration could be redirected to the service team. A tenacious customer representative will turn the situation around, despite it starting badly.&nbsp;&nbsp;<\/li>\n  <\/ul>\n  <p>Want to read a <a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">customer success guide<\/a>? The Process Street content team has written a <strong>Complete Guide to Customer Success for SaaS Companies<\/strong> eBook.<\/p>\n <\/div>\n<\/section>\n<section id=\"list-key-customer-service-qualities\">\n <h2>List key customer service qualities<\/h2>\n <div class=\"text-content\">\n  <p><strong>List four (or more) key customer service qualities.<\/strong><strong><\/strong><\/p>\n  <p>Now that you've read the important qualities to have and learn, <strong>write four<\/strong> (or more if you have others to add) qualities below. Listing them again will aid you in <strong>retaining the information<\/strong>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Important customer service qualities <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/12bf358e-6a9a-4573-a9f7-cbb295bdc9a3\/rSVN-Esyf0_0AJCoKKpMqQ.png\" alt=\"List key customer service qualities\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/12bf358e-6a9a-4573-a9f7-cbb295bdc9a3\/rSVN-Esyf0_0AJCoKKpMqQ.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/EI50ZDA-l8Y\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"learn-important-vocabulary\">\n <h2>Learn important vocabulary<\/h2>\n <div class=\"text-content\">\n  <p><strong>Learn the definitions of these three important phrases.<\/strong><\/p>\n  <p>Customer service. Customer-centric. Customer-focused. <strong>Although they look similar<\/strong> and all begin with \"customer\", <strong>they're defined differently<\/strong>.<\/p>\n  <p>You will be hearing these words a lot in the future. By learning the definitions now, it will <strong>limit<\/strong> any <strong>future confusion<\/strong> you otherwise would've had.<\/p>\n  <hr>\n  <h5>\"Customer service\"<\/h5>\n  <p>Customer service, in layman's terms, is<strong> the act of helping<\/strong>&nbsp;a customer in a proactive manner.<br><br><\/p>\n  <h5>\"Customer-focused\"<\/h5>\n  <p>Being customer-focused means you're <strong>aiming to deliver<\/strong> exactly <strong>what the customer wants<\/strong>.<br><br><\/p>\n  <h5>\"Customer-centric\"<\/h5>\n  <p>Customer-centric means putting <strong>the customer<\/strong> <strong>and their needs at the center of what you do. <\/strong>Thereby changing how the company-at-large operates to facilitate every micro and macro customer need.<\/p>\n  <p>To provide good customer service, the team needs to be more than customer-focused. They have to be customer-centric, as <a href=\"https:\/\/www.qminder.com\/customer-centricity\/\" rel=\"nofollow noopener\" target=\"_blank\">Kirill T\u0161ernov at Qminder succinctly puts it.<\/a><\/p>\n <\/div>\n<\/section>\n<section id=\"define-the-new-vocabulary-yourself\">\n <h2>Define the new vocabulary yourself<\/h2>\n <div class=\"text-content\">\n  <p><strong>Define \"customer service\", \"customer-centric\", and \"customer-focused\" in your own words.<\/strong><\/p>\n  <p>Similar to how you defined the company's mission in task 7, do the same for the three phrases you learned about in task 11.<\/p>\n  <p>Considering the words look alike, <strong>defining them<\/strong> for yourself will help to <strong>separate them further<\/strong>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer service definition <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer-focused definition <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer-centric definition <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"customer-service-communication\">\n <h2>Customer service communication:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">A sizeable bulk of your work as a customer service representative will <strong>involve responding to customer tickets<\/strong>, messages, and emails. In this section, you will be guided through the process of understanding <strong>how to reply to customers<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"vary-the-initial-greeting\">\n <h2>Vary the initial greeting<\/h2>\n <div class=\"text-content\">\n  <p><strong>Show you know how to vary the greeting by giving three different examples for separate scenarios.<\/strong><\/p>\n  <p>The greeting you write will be the first thing the customer reads. It's necessary to not only <strong>write an appropriate greeting<\/strong> (a \"Hey! \ud83d\udc4b\ud83c\udffc\ud83d\ude0e\" greeting wouldn't go down well with a customer who's been billed twice and is frustrated) but to <strong>vary them accordingly<\/strong>, as well.&nbsp;<\/p>\n  <p>Using different greetings also helps with <strong>personalizing the experience<\/strong> for the customer. Last year, <a href=\"https:\/\/www.nextiva.com\/blog\/customer-service-statistics.html\" rel=\"nofollow noopener\" target=\"_blank\">33% of Accenture survey respondents abandoned a business due to a lack of personalized experience<\/a>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> First greeting example <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Second greeting example <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Third greeting example <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"mirror-customers-tone\">\n <h2>Mirror customer's tone<\/h2>\n <div class=\"text-content\">\n  <p><strong>Read the reply below to understand how to mirror the customer's tone.<\/strong><\/p>\n  <p>Similar to how the greeting should appropriately match the customer's ticket or email, the overall<strong> tone<\/strong> you establish in your reply <strong>should mirror the customer's tone<\/strong>.&nbsp;<\/p>\n  <p>If they've written a happy, jovial message, that's the time where an emoji could be appropriate. If the ticket or email has been written in a formal way, mirroring the formal speech will help to place you and the customer in question on the same page.<\/p>\n  <hr>\n  <h5>Customer ticket:<\/h5>\n  <p>Jana Milakovich says: Hey customer service team!<\/p>\n  <p>I just thought I'd write in and say how over the moon I am with the service I'm receiving from you guys. \ud83c\udf15\u2728Every question of mine has been answered very promptly. My subscription is totally worth it.<\/p>\n  <hr>\n  <h5>Customer service reply:<\/h5>\n  <p>Hi there Jana! \ud83d\udc4b<\/p>\n  <p>We're so glad you're enjoying the service that we're providing for you. <br><br>\n   If you ever have any issues or queries in the future, please don't hesitate to get straight back in touch.<\/p>\n  <p>Thanks and have a great day!<br>\n   Customer Service Team<\/p>\n <\/div>\n<\/section>\n<section id=\"install-grammarly\">\n <h2>Install Grammarly<\/h2>\n <div class=\"text-content\">\n  <p><strong>Prove you've installed Grammarly by including a screenshot of it below.<\/strong><\/p>\n  <p><a href=\"https:\/\/www.grammarly.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Grammarly is a free, easy-to-use tool<\/a> (useable as a <strong>browser extension<\/strong> <strong>and downloadable to your OS<\/strong>) to help rectify any written mistakes. It works in real-time, meaning any errors will be highlighted as soon as they're made.<\/p>\n  <p>After you've installed Grammarly via the link above, <strong>provide a screenshot<\/strong> of it.<\/p>\n <\/div>\n <div class=\"file-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Grammarly screenshot <\/label>\n   <div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/d98552c1-eace-4ad8-a642-98d1108b802f\/kcGT9d-kGzPaVDwjCb9Dfg.png\" alt=\"Install Grammarly\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/d98552c1-eace-4ad8-a642-98d1108b802f\/kcGT9d-kGzPaVDwjCb9Dfg.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n<\/section>\n<section id=\"proofread-the-written-material\">\n <h2>Proofread the written material<\/h2>\n <div class=\"text-content\">\n  <p><strong>Show you know how to proofread by reading the paragraph below and listing the grammatical issues.<\/strong><\/p>\n  <p>Proofreading is an important part of the reply process. Sending <strong>a reply with errors in sends the wrong message <\/strong>to the customer. <br><br>\n   The italicized paragraph below contains<strong> two errors<\/strong>. As a part of your training, use your proofreading skills to identify the issues.<\/p>\n  <hr>\n  <p><em>\"Writing with correct grammer is important on many levels. Not only does it show that you and you're company are professional, but it also shows that you care enough about the customer to write a well-considered, grammatically-correct reply. Badly written replies with a number of typos will not fill the customer with confidence.\"<\/em><\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Grammatical issues list <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"writing-your-first-customer-service-reply\">\n <h2>Writing your first customer service reply:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">The following customer service training section is concerned with the act of&nbsp;<strong>replying to the customer<\/strong>.<br><br>\n   You will <strong>draft<\/strong> your first customer service reply based on an example we've provided, and also<strong> learn<\/strong> about saved or \"canned\" replies and their usefulness.&nbsp;<\/p>\n <\/div>\n<\/section>\n<section id=\"draft-a-response\">\n <h2>Draft a response<\/h2>\n <div class=\"text-content\">\n  <p><strong>Draft a response to the example ticket we've provided below.<\/strong><\/p>\n  <p>Now that you've read the guidelines on how to respond to customers, it's time to <strong>put what you've learned into action<\/strong>. Below this paragraph is an example ticket from a hypothetical customer. Read their message, gauge their tone, then draft your own appropriate response.<\/p>\n  <hr>\n  <h5>Customer ticket:<\/h5>\n  <p>Jen Milakovich says: Hi,<\/p>\n  <p>I've just started using your product via a family member's recommendation. Is this the right place to come to if I'm having any issues? If so, I have a problem I would some help with...<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Response draft <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"understand-saved-replies\">\n <h2>Understand saved replies<\/h2>\n <div class=\"text-content\">\n  <p><strong>Understand what saved replies are and when to use them.<\/strong><\/p>\n  <p>Saved or \"canned\" replies are <strong>pre-written replies to tickets<\/strong> that <strong>frequently<\/strong> come in. General, recurring questions such as \"what does your company do?\" or \"how much is this product?\"<strong>&nbsp;don't<\/strong> need a new, handwritten reply every single time.<\/p>\n <\/div>\n <div class=\"video-content\">\n  <div class=\"iframe-container\">\n   <iframe src=\"https:\/\/www.youtube.com\/embed\/3RBs_jRkjZI?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div><!-- No description -->\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/youtu.be\/3RBs_jRkjZI\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"diffusing-tricky-situations\">\n <h2>Diffusing tricky situations:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">Having written and drafted out your first reply and learning about saved replies, it's now time to realize<strong> how to turn frustrated customers into happy customers<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"learn-about-the-heard-approach\">\n <h2>Learn about the H.E.A.R.D. approach<\/h2>\n <div class=\"text-content\">\n  <p><strong>Learn about the H.E.A.R.D. method of responding to frustrated customers.<\/strong><\/p>\n  <p>Not every customer ticket will be a pleasant one. Customer service team members have to ready themselves to <strong>respond to an angry, frustrated, or peeved customer<\/strong> at any given time. <strong>Read<\/strong> the paragraphs below to learn about the H.E.A.R.D. method, and how it's <strong>the best approach for diffusing a tricky situation<\/strong>.<\/p>\n  <hr>\n  <h5>The H.E.A.R.D. method, for frustrated customers<\/h5>\n  <p><a href=\"https:\/\/www.groovehq.com\/blog\/customer-service-techniques\" rel=\"nofollow noopener\" target=\"_blank\">The H.E.A.R.D. (Hear, Empathize, Apologize, Resolve, Diagnose)<\/a> method was created the Disney Institute, the professional development and training division at The Walt Disney Company.&nbsp;<\/p>\n  <p>They found that by <strong>hearing<\/strong> what the customer had to say, <strong>empathizing<\/strong> with their situation, <strong>apologizing<\/strong> for any real wrong-doing on you or your company's part, and <strong>resolving<\/strong> the issue with them, will help to mellow the initially-peeved customer. The last part, <strong>diagnosing<\/strong>, will ensure a similar incident will not occur in the future.<\/p>\n  <p>For more of the Disney Institute's stellar tips on providing high-level customer service, <a href=\"https:\/\/www.disneyinstitute.com\/blog\/\" rel=\"nofollow noopener\" target=\"_blank\">check out their blog here<\/a>.<\/p>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/c6b40221-d751-4573-ac5e-3208d8040759\/jBSV_FL1xaNcInuSofBITg.jpeg\" alt=\"Learn about the H.E.A.R.D. approach\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/c6b40221-d751-4573-ac5e-3208d8040759\/jBSV_FL1xaNcInuSofBITg.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/gyslVZcsNK4\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"summarize-the-heard-method\">\n <h2>Summarize the H.E.A.R.D method<\/h2>\n <div class=\"text-content\">\n  <p><strong>Summarize the H.E.A.R.D method yourself in the text box below.<\/strong><\/p>\n  <p>The H.E.A.R.D. method may seem simplistic. But in practicality,<strong> it's a terrific, actionable approach.<\/strong><\/p>\n  <p>To remember and retain information regarding H.E.A.R.D., summarize what H.E.A.R.D. is and the 5 steps involved using the text field underneath.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> H.E.A.R.D. summary <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"know-how-to-use-incentives\">\n <h2>Know how to use incentives<\/h2>\n <div class=\"text-content\">\n  <p><strong>Know how to use incentives as a way to keep customers.<\/strong><\/p>\n  <p>The H.E.A.R.D. approach is a fantastic method of <strong>stopping escalation<\/strong> in its tracks. But to ensure customers stay as paying customers, more has to be done.<\/p>\n  <p>An additional action for you as a customer service representative is to <strong>use incentives. <\/strong>Like a discount code, an extension of a free trial, or a customer service fast-tracking so they can be responded to quickly by highly-trained staff.&nbsp;<\/p>\n  <p>There rule of thumb of <strong>when to offer incentives<\/strong> is when the <strong>fault<\/strong> has been <strong>caused by the company<\/strong> or the<strong> customer service team<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"using-applications\">\n <h2>Using applications:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">Software applications are the customer service representative's <strong>tools of the trade<\/strong>. In this section, you will gain an introductory insight into the applications <strong>that help the customer service team get their job done<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"get-to-grips-with-the-email-client\">\n <h2>Get to grips with the email client<\/h2>\n <div class=\"text-content\">\n  <p><strong>Get to grips with the email client your company is using.<\/strong><\/p>\n  <p>Considering there are <a href=\"https:\/\/www.lifewire.com\/how-many-email-users-are-there-1171213\" rel=\"nofollow noopener\" target=\"_blank\">over 3.8 billion email users in the world<\/a>, email is an integral resource for customer-facing staff.<\/p>\n  <p>Email is primarily used for&nbsp;<strong>drafting<\/strong>, <strong>sending<\/strong>, and <strong>receiving emails<\/strong> to anybody who has an email address. You may have heard of or used other email clients before:<\/p>\n  <ul>\n   <li><strong>Gmail&nbsp;<\/strong>(Here's a list of <a href=\"https:\/\/www.process.st\/gmail-extensions\/\" rel=\"nofollow noopener\" target=\"_blank\">the best Gmail extensions<\/a> to help you get started.)<\/li>\n   <li><strong>Apple Mail<\/strong><\/li>\n   <li><strong>Outlook<\/strong><\/li>\n   <li><strong>Mozilla Thunderbird<\/strong><\/li>\n   <li><strong>Mailbird<\/strong><\/li>\n   <li><strong>Proton<\/strong><\/li>\n  <\/ul>\n  <p>A tip to get to grips with the email client is <strong>emailing yourself a test email<\/strong>, to ensure you can send and receive emails.<\/p>\n <\/div>\n<\/section>\n<section id=\"learn-about-the-customer-messaging-platform\">\n <h2>Learn about the customer messaging platform<\/h2>\n <div class=\"text-content\">\n  <p><strong>Learn about the customer messaging platform and what it's used for.<\/strong><\/p>\n  <p>Using a customer messaging platform is at the heart of what you do in your customer-facing role. Help desk software enables your company to&nbsp;<strong>receive<\/strong>, <strong>track<\/strong>, <strong>tag<\/strong>, and <strong>respond<\/strong> to <strong>support tickets<\/strong> that come in at any given time.&nbsp;<\/p>\n  <p>Customer messaging software is the hub for your customer communications; it's used whenever the company needs to engage back.<\/p>\n  <p>Examples of platforms include:<\/p>\n  <ul>\n   <li><strong>Zendesk<\/strong><\/li>\n   <li><strong>Intercom<\/strong><\/li>\n   <li><strong>Drift<\/strong><\/li>\n   <li><strong>Help Scout<\/strong><\/li>\n  <\/ul>\n  <p>For the pros and cons of these programs, read through this blog post: <a href=\"https:\/\/www.process.st\/help-desk-zendesk-vs-freshdesk-vs-groove-vs-help-scout\/\" rel=\"nofollow noopener\" target=\"_blank\">Help Scout vs. Zendesk vs. Freshdesk vs. Groove: The Ultimate Help Desk Showdown.<\/a><\/p>\n <\/div>\n<\/section>\n<section id=\"understand-group-chat-software\">\n <h2>Understand group chat software<\/h2>\n <div class=\"text-content\">\n  <p><strong>Understand group chat software and why it's used.<\/strong><\/p>\n  <p>Oftentimes, using group chat software at work is the preferred method of communication - and especially among customer-facing staff.&nbsp;<\/p>\n  <p>Group <strong>chat software<\/strong> can be <strong>used<\/strong> by teams to <strong>talk about projects<\/strong>, <strong>post information<\/strong>, <strong>ask for help<\/strong> on an issue, and <strong>communicate with others instantly<\/strong>.<\/p>\n  <p>It's far quicker to shoot a colleague a message on Slack, for example, than it is to get up, walk over to them, and disrupt their workflow by asking the question face-to-face.<\/p>\n  <p>Examples of group chat software:<\/p>\n  <ul>\n   <li><strong>Slack<\/strong><\/li>\n   <li><strong>Discord<\/strong><\/li>\n   <li><strong>Microsoft Teams<\/strong><\/li>\n   <li><strong>Skype<\/strong><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"moving-forward\">\n <h2>Moving forward:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">This final section includes tasks that will help you&nbsp;<strong>finish this training checklist<\/strong>. <br><br>\n   The last task of this section, \"Assign your manager\", will teach you the <strong>assigning <\/strong>function of Process Street. It will also mean your manager has the chance to ensure you've finished the checklist correctly.<\/p>\n <\/div>\n<\/section>\n<section id=\"ensure-keyboard-works-properly\">\n <h2>Ensure keyboard works properly<\/h2>\n <div class=\"text-content\">\n  <p><strong>Ensure your keyboard does work properly.&nbsp;<\/strong><\/p>\n  <p>A<strong> faulty<\/strong> or malfunctioning <strong>keyboard will invariably cause issues<\/strong> when writing your ticket, message, and email replies. A rogue letter could slip through causing <strong>grammatical errors. <\/strong>And if you're having to adapt to a defective keyboard it can dramatically <strong>slow down the process of writing<\/strong>.&nbsp;<\/p>\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Does the keyboard work properly? <\/label> <select disabled class=\"form-control\"> <option value=\"An option will be selected here\">An option will be selected here<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Yes\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     No\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"test-headset-and-microphone\">\n <h2>Test headset and microphone<\/h2>\n <div class=\"text-content\">\n  <p><strong>Test your headset and microphone.&nbsp;<\/strong><\/p>\n  <p>A customer service representative doesn't only engage with customers through tickets, messages, and email. It's also necessary to have <strong>one-on-one voice calls<\/strong>.<\/p>\n  <p>A working headset and microphone are crucial. The customer <strong>doesn't want to be faced with technical issues<\/strong> from the customer team's end. Having the customer hang-up because they <strong>couldn't hear<\/strong> the representative's voice could result in them <strong>taking their business elsewhere<\/strong>.<\/p>\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Does audio input\/output work? <\/label> <select disabled class=\"form-control\"> <option value=\"An option will be selected here\">An option will be selected here<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Yes\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     No\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/99e9ef29-e343-43f4-9b63-b77784c8747e\/rHNGU_4sV7lkHUj4rQ9AgQ.jpeg\" alt=\"Test headset and microphone\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/99e9ef29-e343-43f4-9b63-b77784c8747e\/rHNGU_4sV7lkHUj4rQ9AgQ.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/jmZ6QjvJjvk\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"book-a-test-call-with-your-manager\">\n <h2>Book a test call with your manager<\/h2>\n <div class=\"text-content\">\n  <p><strong>Book a test call with your manager and provide the time and date of it.<\/strong><\/p>\n  <p>A test call with your manager will prepare you for future voice calls. The manager can also give you additional tips and pointers on having successful one-to-one calls with customers and clients.<\/p>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Test call time and date <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"install-a-password-manager\">\n <h2>Install a password manager<\/h2>\n <div class=\"text-content\">\n  <p><strong>Provide the name of the password manager you've installed below.<\/strong><\/p>\n  <p>A password manager is a piece of software that offers and <strong>generates hard-to-guess passwords<\/strong> and then stores them securely. Using a password manager massively <strong>decreases <\/strong>the likelihood of your accounts<strong> being hacked<\/strong>.<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Name of the password manager <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"assign-manager\">\n <h2>Assign manager<\/h2>\n <div class=\"text-content\">\n  <p><strong>Assign your manager to this checklist so they can view your progress.<\/strong><\/p>\n  <p>The training checklist has been completed, and you're ready to move on with your role as a customer service representative. Assign your manager to this task so they can ensure you were successful in your training.<\/p>\n  <p class=\"style-info\">Assign your manager by clicking on the \"<strong>assign<\/strong>\" button above, and then input their email. <br><br>\n   Adding a due date via the \"<strong>due date<\/strong>\" button will ensure your progress is <strong>looked over promptly<\/strong>.<\/p>\n  <hr>\n  <p><\/p>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/b0c6e905-0167-49a3-9e6a-9aa40d456208\/sqlrWDe0QV6jkDFGVqdEgA.png\" alt=\"Assign manager\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/b0c6e905-0167-49a3-9e6a-9aa40d456208\/sqlrWDe0QV6jkDFGVqdEgA.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n<\/section>\n<section id=\"sources\">\n <h2>Sources:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/ca.linkedin.com\/in\/ciotti\" rel=\"nofollow noopener\" target=\"_blank\"><span>Gregory Ciotti -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.helpscout.com\/blog\/customer-service-skills\/\" rel=\"nofollow noopener\" target=\"_blank\">16 Customer Service Skills Every Employee Needs<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/Sh_ruchika\" rel=\"nofollow noopener\" target=\"_blank\"><span>Ruchika Sharma -&nbsp;<\/span><\/a><span><a href=\"https:\/\/blog.hubspot.com\/service\/free-customer-service-training-materials\" rel=\"nofollow noopener\" target=\"_blank\">20 Free Customer Service &amp; Support Training Resources<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.business2community.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Business2Community -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.business2community.com\/strategy\/15-qualities-you-need-to-get-a-good-customer-service-job-0139217\" rel=\"nofollow noopener\" target=\"_blank\">15 Qualities You Need To Get A Good Customer Service Job<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/alliecdecker\" rel=\"nofollow noopener\" target=\"_blank\"><span>Allie Decker -&nbsp;<\/span><\/a><span><a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-support-training\" rel=\"nofollow noopener\" target=\"_blank\">The Ultimate Guide to Training for Customer Service &amp; Support<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/ee.linkedin.com\/in\/kirill-t%C5%A1ernov-94b109111\" rel=\"nofollow noopener\" target=\"_blank\">Kirill T\u0161ernov - <\/a><span><a href=\"https:\/\/www.qminder.com\/customer-centricity\/\" rel=\"nofollow noopener\" target=\"_blank\">What It Means to Be Customer-Centric<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.linkedin.com\/in\/jjonbac\" rel=\"nofollow noopener\" target=\"_blank\"><span>Jeremie Bacon -&nbsp;<\/span><\/a><span><a href=\"http:\/\/journeys.getsynap.com\/the-difference-in-being-customer-centric-vs.-customer-focused\" rel=\"nofollow noopener\" target=\"_blank\">The difference in being customer-centric vs. customer-focused<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/ee.linkedin.com\/in\/elenveenpere\" rel=\"nofollow noopener\" target=\"_blank\"><span>Elen Veenpere -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.groovehq.com\/support\/customer-service-email-templates\" rel=\"nofollow noopener\" target=\"_blank\">5 Customer Service Email Templates for Tough Situations<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.disneyinstitute.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Disney Institute -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.disneyinstitute.com\/blog\/\" rel=\"nofollow noopener\" target=\"_blank\">Disney Institute Blog<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.nextiva.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Nextiva - <\/a><a href=\"https:\/\/www.nextiva.com\/blog\/customer-service-statistics.html\" rel=\"nofollow noopener\" target=\"_blank\">100 Essential Customer Service Statistics and Trends for 2019<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.microsoft.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Microsoft - <\/span><\/a><span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\" rel=\"nofollow noopener\" target=\"_blank\">2017 Stage of Global Customer Service Report<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/vinayp10\" rel=\"nofollow noopener\" target=\"_blank\"><span>Vinay Patankar -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.process.st\/gmail-extensions\/\" rel=\"nofollow noopener\" target=\"_blank\">17 Best Gmail Extensions that Make Email Super Easy<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/vinayp10\" rel=\"nofollow noopener\" target=\"_blank\"><span>Vinay Patankar -&nbsp;<\/span><\/a><a href=\"https:\/\/www.process.st\/help-desk-zendesk-vs-freshdesk-vs-groove-vs-help-scout\/\" rel=\"nofollow noopener\" target=\"_blank\">Help Scout vs. Zendesk vs. Freshdesk vs. Groove: The Ultimate Help Desk Showdown<\/a><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street -<\/a> <a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">The Complete Guide to Customer Success for SaaS Companies<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/uk.linkedin.com\/in\/heinz-tschabitscher-b14843\" rel=\"nofollow noopener\" target=\"_blank\"><span>Heinz Tschabitscher -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.lifewire.com\/how-many-email-users-are-there-1171213\" rel=\"nofollow noopener\" target=\"_blank\">How Many Email Users Are There?<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.linkedin.com\/in\/ekaterinawalter\/\" rel=\"nofollow noopener\" target=\"_blank\">Ekaterina Walter -<\/a> <a href=\"https:\/\/www.forbes.com\/sites\/ekaterinawalter\/2014\/03\/04\/40-eye-opening-customer-service-quotes\/#64b2e1486b7b\" rel=\"nofollow\">40 Eye-Opening Customer Service Quotes<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/lenmarkidan?lang=en\" rel=\"nofollow noopener\" target=\"_blank\"><span>Len Markidan -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.groovehq.com\/blog\/customer-service-techniques\" rel=\"nofollow noopener\" target=\"_blank\">3 Customer Service Techniques You Need to Keep in Your Toolbox<\/a><\/span><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"related-checklists\">\n <h2>Related checklists:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">General Employee Onboarding Checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/call-center-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Employee Onboarding Checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/retail-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Retail Employee Onboarding Checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/restaurant-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Restaurant Employee Onboarding Checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/developer-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Developer Onboarding Checklist for Startups<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/salesperson-onboarding-checklist-for-startups\" rel=\"nofollow noopener\" target=\"_blank\">Salesperson Onboarding Checklist for Startups<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-training-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales training process checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/weekly-sales-prospecting-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Weekly sales prospecting checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/cold-calling-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Cold calling checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/bant-sales-qualification-call-process\/\" rel=\"nofollow noopener\" target=\"_blank\">BANT sales qualification call process<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-presentation-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales presentation template<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-pitch-planning-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales pitch planning checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/closing-the-sale-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Closing the sale checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/order-processing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Order processing checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/monthly-sales-report\/\" rel=\"nofollow noopener\" target=\"_blank\">Monthly sales report<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/human-resources-pre-employment-screening\/\" rel=\"nofollow noopener\" target=\"_blank\">Human resources pre employment screening<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employment-termination-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Employment termination checklist<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/performance-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Performance management<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-relations\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee relations<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/performance-review-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Performance review template<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/recruitment-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Recruitment process<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-background-check%E2%80%8B\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee background check<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/job-description-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Job description template<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Daily Customer Service Duties<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Customer Service Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-performance-review-2\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Employee Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/records-management-training\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Records Management Training<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/how-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>How to Respond to Negative Reviews<\/span><\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-journey-map-template\/\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Journey Map Template<\/a><span><span><\/span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/reduce-churn\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Reduce Churn<\/span><\/a><\/span><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Congratulations on being accepted into the customer service team.&nbsp; The way&nbsp;you interact with customers has an unquestionable impact on customer satisfaction and retention. In Microsoft's 2017 State of Global Customer Service Report, they found that&nbsp;96% of global customers say customer service is an important factor in their choice of loyalty to a brand.&nbsp; By [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":17763,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"\ud83c\udfa7","cover_icon_url":"","tasks_count":"36","template_description":"Run this checklist whenever a new customer service team member needs initial training.","template_id":"oUe6BMuXxjmSTxQ5FfpDCA","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Getting started:","task_slug_1":"getting-started","task_2":"Input basic details","task_slug_2":"input-basic-details","task_3":"Read about the company","task_slug_3":"read-about-the-company","task_4":"Write a summary of the 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