Do you ever feel this way when you come across a new piece of information that completely changes your understanding of the world around you? Whether it's a good book, an inspiring film, or a blog post with a fresh perspective you never considered, these moments are at the heart of all great learning experiences. As a customer service team manager or trainer, you know that great customer service teams aren't born that way. Learning and training are at the heart of a team that shares a vision, strives for excellence, and delivers the best customer experience. When it comes to training your team to be the best possible person, great training materials are critical to helping your team experience those paradigm shifts that lead to better understanding of your customers. As a customer service trainer with over a decade of experience, videos are an essential part of my "training toolkit" and help me achieve strong learning outcomes. Here's why. First, people learn in different ways.
The VAK learning model says that people typically prefer to learn in one of three different ways - visual, auditory, or kinesthetic. Adding video to your training sessions helps meet visual learning preferences and creates a learning approach that mixes different types of media to create an effective learning experience. Second, the picture dominance effect means that using pictures and words together promotes greater recall of information—helping you maximize retention and engagement with your learning content. We are all fortunate to industry mailing list age where video is accessible and easy to implement in a learning environment. YouTube is a great resource with many different videos to demonstrate customer service concepts. However, it can be challenging to find really great videos that offer "mic drop" moments in training sessions and don't feel patronizing or irrelevant. I wanted to share some customer service training videos that I use to create "wow" learning moments. You'll notice that I've avoided videos from industry greats and thought leaders, sticking with videos that are accessible and relevant to everyone.
I also avoid using the same customer service training videos that have been shared over and over in other articles, and only use experience videos that I find personally effective. So, without further ado, let's get started! The Background and Assumptions of Two Ronnies - Fork Handles As an Englishman, I grew up on two Ronnies on TV. Here's a classic clip that demonstrates the impact of context on customer service communications. In this video, the customer and the owner are grappling with misunderstanding after misunderstanding when the shop owner assumes he knows what the customer wants. Mistaking "four candles" for "fork handle" is just one mistake in a conversation full of confusion and misunderstanding. Successful communication relies on making sure you share the same background and understanding with your clients, and check where you're not sure - avoiding assumptions that make communication difficult. This is an especially great video for teams struggling to translate company terminology to customers, and it's a great reminder of the importance of checking and asking questions in customer service communications.
Deceptive Intuition with the Monkey Business Illusion This video is a great way to present the results of a well-known selective attention study. Ask your team to watch the video and count the number of times the ball is passed from one participant to the other. At the end of the video, ask the team for their answers. Then, ask them if they noticed the gorilla. About 50% of the time, the individual misses the gorilla entirely. Play back the video and let them know it's been there! Intuition can be a great tool to help us solve problems and get to the root of them quickly. But what happens when your intuition is wrong? Customer service agents need to realize that when they assume they know what the answer to a customer's question is, they may be incorrect -- the right answer may be staring at them all the time.