Customers are the heart of every organisation, so teaching your team how to nurture relationships and build brands is what sets you apart from the crowd. Workshops aimed at keeping you ahead of the game are one of the best ways to ensure this, but which format is better for you? Our quick guide explains it all!
Why Does Customer Service Development Matter?
Customers have fluctuating preferences and habits. Whether it’s generational preferences, responses to a new trend, or reactions to a news story, people frequently alter the way they engage with brands. As such, your organisation needs to have the flexibility to move with the tide. This may involve a new type of digital involvement, reshaping ideas of personalisation, or embracing new theories. The results can be outstanding levels of service blended with an up-to-date contemporary skillset.
Virtual Customer Service Development Workshops: The Pros And Cons
Offering unprecedented flexibility and accessibility, virtual communication has become the norm. The benefits include not wasting time or energy travelling to a physical location, cost savings, and convenience. Digital communication can also be very inclusive, especially for people with anxiety disorders or mobility issues.
However, the downside is that they tend to lack the vibrant energy of personal interaction. Technical issues can not only dampen the experience but can also make it more stressful if the required software is not already up and running. As such, the pros and cons of virtual workshops for customer service development are highly context-dependent.
In-Person Customer Service Development Workshops: The Pros And Cons
Interpersonal communication ignites ideas, creates networks, and fuels engagement. Attendees benefit from aspects such as real-time feedback and the opportunity to learn through multiple channels, such as observing and practising. People often walk away from in-person workshops not only with new skills but with new connections and friends.
The barriers to this mode of improvement are usually time, cost, and geographical location. If your organisation has many remote customer service workers, it can be challenging to get everybody in the right place at the right time. However, the rewards of making the effort can be highly meaningful.
The Verdict
When it comes to the question of whether in-person or virtual professional customer development training is better, the answer varies depending on the needs, objectives and availability of the individual. Both offer opportunities for meeting a wide range of learning objectives and developing an array of skills. However, it is worth noting that if you have a very specific requirement, such as complex communication skill development, a tailored in-person workshop is probably preferable. The higher level of engagement ensures that challenging issues are worked through thoroughly using a variety of techniques, while the real-time feedback accelerates the development process.
What Next?
At Penguin Learning, we’re strong advocates of excellence in customer service and optimise the benefits of both the virtual and in-person approach to develop workshops. To find out how we can support you, contact us today.
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