Fact: The success and longevity of your business rely on overall customer satisfaction. Every endorsement, referral, and online review directly impact your company’s growth, profitability, and sustainability.
In fact, studies show that 72% of customers will share a positive experience with six or more people.
So you might not be surprised to hear that a well-trained staff could very well be the difference between a glowing recommendation that generates more customers and a 0-star review that results in significant losses.
And that’s why—as your service team is the direct link between your business and your customers—you need to make sure they know their stuff.
However, when it comes to internal training, you’ve got plenty of options: role-playing sessions, lectures, manuals, and workshops.
But there’s one option that every business should embrace—customer service training videos.
Or, as we like to call them, explainer videos.
“Why,” you ask?
The short answer is they’re fast, engaging, and undeniably effective. But there’s a lot more to it than that, so let’s get more specific.
Customer Service Training Videos That Work
Before we get to the good stuff, let’s talk about what explainer videos actually are. An explainer video is—in simplistic terms—a short-form video that can be used for marketing, training, or sales purposes.
They’re pretty popular, too.
Marketers across all industries already use these magic little brain worms to highlight their company’s service or product. Still, most people really have no idea why they work so well.
Explainer videos are so effective because they combine audio and visual stimuli to describe concepts that range in complexity in a simple and understandable way. Instead of just providing text or audio, they use both, which significantly increases retention.
In other words, our human brains respond to this medium in profound ways, which makes explainer videos the perfect way to present information and train staff on company policy, procedures, and best practices.
Here’s why:
Customer service training videos are easier to digest than lectures or manuals.
We’re human. Which means we’re visual creatures. Which means we love visual content. Not to say that text and audio aren’t incredible mediums in their own right, but we just seem to find pictures more exciting and engaging. And, considering the fact that we only need a quarter of a second to process a visual cue, we absorb the content in videos much faster. And, because they’re easy to create, there’s no limit to what you can teach your team using explainer videos.
Customer service training videos inspire confidence.
There’s something about watching real people do real work. When your staff sees folks who look like them, talk like them, and act like them, they can start to visualise themselves in the role and imagine what it might be like to navigate specific situations.
Customer service training videos save time and resources.
You’ve got a business to run. This means you’re busy—and time is your most valuable resource. Explainer videos help you save precious minutes, for both you and your team, by presenting information in a way that’s concise, consistent, and repeatable. This approach is great because it allows learning to be revisited on a regular basis and at scale.
Want to learn more about customer service training videos and how you can use them to supercharge your customer service experience? Book a discovery call today!
Not everything is better remote, as we’re sure anyone who has tried to deliver remote training sessions will agree. We’re happy to announce that there is a better way to deliver remote training: whiteboard explainer videos.