{"id":44507,"date":"2024-03-11T05:21:36","date_gmt":"2024-03-11T05:21:36","guid":{"rendered":"https:\/\/www.proprofstraining.com\/blog\/?p=44507"},"modified":"2026-04-27T12:27:34","modified_gmt":"2026-04-27T12:27:34","slug":"customer-service-skills-training-ideas-for-you","status":"publish","type":"post","link":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/","title":{"rendered":"Customer Service Skills Training Ideas for You"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer service training is worth every penny. This is because apart from a company\u2019s specialty products, the success story of all businesses is woven around excellent customer service.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Let these numbers do the talking:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">70% of customers\u2019 buying experiences are influenced by how they feel they are being treated. (McKinsey)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A customer is 4x more likely to buy from a competitor if the problem is service-related rather than price or product-related. (Bain &amp; Company)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">It takes 12 positive customer experiences to compensate for one negative experience. (Ruby Newell-Legner, customer satisfaction specialist)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These statistics reinforce the fact that customer service is a critical factor in any business, irrespective of the industry. It can make or unmake a business. Delightful customer service is the name of the game.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The way your customer care agents communicate with your customers, handle customer complaints, and the response time \u2013 all boil down to training. And for customer service teams to be good at what they do, they need the right <\/span><b>customer service training<\/b><span style=\"font-weight: 400;\">. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">This is what this blog post is going to discuss. You will learn w<\/span><span style=\"font-weight: 400;\">hat customer service training is, why it&#8217;s important, training types, the best courses, and how a learning management system (LMS) can help you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Continue reading to find out.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_Is_Customer_Service_Training\"><\/span><b>What Is Customer Service Training?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44508\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-1.jpg\" alt=\"\" width=\"512\" height=\"252\"><\/p>\n<p><span style=\"font-weight: 400;\">Customer service training is a training program for customer support teams to improve the quality of customer service. The ultimate goal of this training is to educate customer service teams on how to ensure customer satisfaction, customer retention, and customer success.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Like other training programs, customer care training has gone online in recent years. This is clearly because of some significant advantages that you don\u2019t find in traditional learning systems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Online customer service training offers flexibility to learn anytime, anywhere, and on any device. Learners can choose their schedules and self-pace the training.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Instructors, on their part, can easily create training modules, share them with an audience, locally or remotely, and track progress in real-time.<\/span><\/p>\n<p><b>Watch this video to learn how to offer faster, better, and more efficient customer service through automation:<\/b><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/QKzJBeivr3w\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Types_of_Customer_Service_Training\"><\/span><b>Types of Customer Service Training<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Depending on who you train, when, and how, this training can fall into different categories. Some of the common ones are:<\/span><\/p>\n<ul>\n<li><b>New Hire Training<\/b><b><br \/>\n<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">This customer service training is for new hires, both new and experienced. During the training, they learn how to work with new products, services, and client bases.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">In this sense, it&#8217;s an onboarding training program that acclimatizes new hires to a new work environment, company culture, products and services, and customers.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">The newly hired customer service representatives also get acquainted with existing team members and office premises. It&#8217;s also when you set up the workspaces and tools and communicate the job expectations.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/m0-fmBvN8O8\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<ul>\n<li><b>Quarterly or Yearly Training<\/b><b><br \/>\n<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Targeted at existing employees, this type of training is conducted at regular intervals. You may choose a schedule based on what works best for you and your teams.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Employees generally undergo training on skills and competencies based on evolving industry trends to keep pace with them.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Similarly, <\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/team-building-activities\/\"><span style=\"font-weight: 400;\">team-building activities<\/span><\/a> <span style=\"font-weight: 400;\">form a key part of this training type since customer support works in teams and they need to maintain strong relationships.<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/7JPuUBRsIuM\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/www.proprofstraining.com\/courses\/team-building-activities\/\"><b>View This Course<\/b><b><\/b><\/a><\/p>\n<ul>\n<li aria-level=\"1\"><b><b>In-House Training: <\/b><\/b><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofstraining.com\/blog\/in-house-training-program\/\">In-house training<\/a> is a cost-effective and time-saving method of educating customer service executives. It uses one\u2019s own trainers and training materials to conduct training internally in the workplace and doesn\u2019t involve traveling.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">The training program may be classroom-based, online, or blended.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><strong>Outside Consultation:<\/strong> <span style=\"font-weight: 400;\">Sometimes, companies take the service of external expertise. Since subject-matter experts conduct the training, the programs are usually inspiring and reliable.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Customer service teams may attend the expert sessions online, or they may physically attend seminars to improve their trade skills.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><strong>Need-Based Training:<\/strong> <span style=\"font-weight: 400;\">This is the most unique of all training types discussed so far.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">At times, there may be a new product launch, rebranding, recall, or a large-scale ad campaign. In such a situation, you need to train your customer service agents in conjunction with these special events.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Such time-sensitive training prepares employees to take calls, field questions, respond to emails, and handle inquiries about your brand activity.<\/span><\/li>\n<\/ul>\n<p><b><\/b><b>Business Benefits of Customer Service Training<\/b><b><br \/>\n<\/b><b><br \/>\n<\/b><i><span style=\"font-weight: 400;\">\u201cThe best advertising is done by satisfied customers.\u201d <\/span><\/i><span style=\"font-weight: 400;\">\u2013 Philip Kotler, Marketing Consultant<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Customer service can and should never be an afterthought. On the contrary, it&#8217;s the factor that decides whether a customer wants to stick around with a business or not.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Excellent customer service can put your business at a competitive advantage.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Deploying customer service training for employees can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Build knowledge, skills, and the confidence to deal with customers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Equip your employees with in-depth product and service knowledge<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve the quality of customer service<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure customers get the best treatment possible from your employees<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Promote positive customer experiences consistently from a trained team<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve employee productivity, job satisfaction, and retention<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increase customer motivation, happiness, loyalty, and retention<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Attract new customers through word of mouth<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Remember, when you invest in your customer service teams, you invest in your customers. It&#8217;s about turning your customer service into a growth engine.<\/span><\/p>\n<p><b>Top Customer Service Skills to Develop<\/b><b><br \/>\n<\/b> <img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44509\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-2.jpg\" alt=\"\" width=\"512\" height=\"252\"><\/p>\n<p><span style=\"font-weight: 400;\">Since we\u2019re talking about customer service training, let\u2019s also understand some of the in-demand skills expected of a professional. This will enable you to provide relevant training to your employees.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Most of these are soft skills or people\u2019s skills and you should focus on them as the objectives of customer service training.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Communication Skills<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Communication skills, whether verbal or written, can help customer service teams build lasting relationships with customers. When there\u2019s clear communication, they can understand each other better.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Similarly, positive and transparent communication builds trust with customers. Employees should continuously improve their communication skills to avoid miscommunication, objections, and conflicts.<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/xmVOJRmkm-U\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/crafting-powerful-messages\/\"><b>View This Course<\/b><\/a><span style=\"font-weight: 400;\"> &nbsp; <\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/communication-training\/\"><b>View All Communication Courses<\/b><\/a><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Listening Skills<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">\u201c<\/span><i><span style=\"font-weight: 400;\">Everybody talks, nobody listens. Good listeners are as rare as white crows.\u201d <\/span><\/i><span style=\"font-weight: 400;\">\u2014 Helen Keller<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Like communication skills, listening skills enable you to understand your customers\u2019 needs better. Customer service representatives with active listening skills know what their customers say and why. They can make out the mental state of the customers from the tone or inflection of their voice.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Not only this, the representatives can respond to clients appropriately only if they\u2019re good at listening.<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/QKFNFUN6k1E\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/www.proprofstraining.com\/courses\/active-listening-skills\/\"><b>View This Course<\/b><\/a><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Empathy<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Empathy is that component in customer service that lets you understand why a customer approached you in the first place. Empathetic employees and especially customer service agents make customers feel understood &amp; valued and such customers tend to return.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">It&#8217;s about readily realizing customers\u2019 pain points.&nbsp;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As inspirational speaker Simon Sinek says:&nbsp;<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cCustomer service isn&#8217;t about the customer always being right, it&#8217;s about the customer feeling heard. If we truly serve our customers with respect, we&#8217;ll cultivate loyalty that lasts.\u201d<\/span><\/i><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/Em7NPWmyw6w\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Ensuring service reps understand this concept can involve conducting training programs where they are taught the following:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Ensure interactions are conversational instead of transactional<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Have more personalized interactions&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Try to see things from the perspective of customers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Emphasis on principles rather than just procedures<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The art of not taking the customers\u2019 words personally<\/span><\/li>\n<li><b>Patience<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">This skill finds usage when you\u2019re <\/span><span style=\"font-weight: 400;\">dealing with difficult customers<\/span><span style=\"font-weight: 400;\">. It&#8217;s the ability to understand the point they are trying to make without losing your cool.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Customer service teams should show the courage to keep listening and focusing on their customers regardless of how unhappy, frustrated, or angry the customers are. In the end, they will earn respect from their customers for bearing with them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Time Management<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">No matter how highly you think of your customers and what amazing customer service ideas you have for them, you won\u2019t be able to deliver on them if you are not great at managing time.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That\u2019s why you need to cultivate time management skills. This will make you more efficient, productive, and dependable.<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/tg9JvJK9Fq8\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/www.proprofstraining.com\/courses\/time-management\/\"><b>View This Course<\/b><\/a><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer Advocacy<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">It&#8217;s a specialized skill for putting customers\u2019 interests first before anything else. Employees with this skill know what their customers need and how best to meet them. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">They are relentless in their focus and in meeting customers\u2019 real needs without cutting corners.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">You can train your employees on this skill by using <\/span><a href=\"https:\/\/referralrock.com\/blog\/customer-advocacy\/\"><span style=\"font-weight: 400;\">customer advocacy strategies<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Create_a_Customer_Service_Training_Program\"><\/span><b>How to Create a Customer Service Training Program<\/b><b><br \/>\n<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A discussion on <\/span><span style=\"font-weight: 400;\">customer service skills training<\/span><span style=\"font-weight: 400;\"> will remain incomplete without a section on how to develop such a program.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Proper planning, execution, and evaluation form the three pillars of successful customer service training programs. Let\u2019s elaborate on each of them.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><b>Planning<\/b><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Before you conceive your customer service training plan, you should know your customers well. You need to know:<\/span><\/p>\n<ul>\n<li aria-level=\"2\"><span style=\"font-weight: 400;\">how they perceive you,&nbsp;<\/span><\/li>\n<li aria-level=\"2\"><span style=\"font-weight: 400;\">what they expect from your brand, and&nbsp;<\/span><\/li>\n<li aria-level=\"2\"><span style=\"font-weight: 400;\">how you can connect with them best.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Here, <\/span><span style=\"font-weight: 400;\">customer surveys<\/span><span style=\"font-weight: 400;\"> can give you the necessary analytics to gain a deeper understanding of your customers. They can help you shape your training according to the feedback they shared.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44510\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-3.jpg\" alt=\"\" width=\"512\" height=\"279\"><\/p>\n<p><a href=\"https:\/\/www.proprofssurvey.com\/templates\/customer-survey\/\"><b>View Customer Service Survey Templates<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Along with this, you should analyze how you\u2019re delivering as a team and as an organization, as well as if there are any shortcomings. Identify the current knowledge and skill level of your customer support team, their training needs, if any, and resources available.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><b>Execution<\/b><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">When administering customer service training or any other <a href=\"https:\/\/www.proprofstraining.com\/blog\/what-is-employee-training-and-development\/\">employee training<\/a>, choosing a proven method is crucial.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">For example, you can apply the <\/span><a href=\"https:\/\/trainingindustry.com\/wiki\/content-development\/the-702010-model-for-learning-and-development\/\"><span style=\"font-weight: 400;\">70\/20\/10 model<\/span><\/a><span style=\"font-weight: 400;\">. According to it, <\/span><span style=\"font-weight: 400;\">people tend to acquire 70% of their knowledge from experiences, 20% from social learning, and 10% from formal training.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">This means you need to use a mixed learning delivery model based on that ratio.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">As you can see, the emphasis should be on experiential learning or learning by doing. For this, you can put learners under real job scenarios and let them learn by actually performing a task.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Similarly, you can share case studies and simulations to explain how things work in reality.<\/span><\/p>\n<ul>\n<li><b>Evaluation<\/b><b><br \/>\n<\/b><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44511\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-4.jpg\" alt=\"\" width=\"512\" height=\"467\"><\/p>\n<p><b><span style=\"font-weight: 400;\">Regular evaluation and feedback, both during and after training, can give your customer service training a sense of direction. These assessments will shed light on who is progressing as expected, who is falling behind, and who needs extra assistance.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Similarly, an analysis of training data will reveal the overall experience of your learners, difficulty areas, and even satisfaction level.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">You should also look at how completing the customer service program has impacted your client servicing.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Based on the results you see on the ground, you can give specific and actionable feedback to training participants.<\/span><\/b><\/p>\n<h2><b>What Should Be Included in Customer Service Training<\/b><b><br \/>\n<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Generally, these training programs primarily focus on enhancing the <\/span><b>knowledge and skills of customer service <\/b><span style=\"font-weight: 400;\">professionals to perform their job roles in the best way. Due to this, mastering customer service skills like the ones we discussed above will be an integral part of the training.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, the <\/span><span style=\"font-weight: 400;\">best customer service training <\/span><span style=\"font-weight: 400;\">may also cover some other areas.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">For example, you may add a session on your <\/span><b>company\u2019s mission and vision<\/b><span style=\"font-weight: 400;\">. Customer service agents serve as a point of contact for customers. They also act as your business representatives. That\u2019s why they should resonate with your brand\u2019s values during their interactions with customers.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">A <\/span><b>self-care program <\/b><span style=\"font-weight: 400;\">is another topic you can include in the training. Customer service agents are often under a lot of pressure, having to deal with difficult customers and their <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/customer-service-problems\/\"><span style=\"font-weight: 400;\">complex problems<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">So, you can encourage them to add healthy practices like yoga, meditation, and physical exercises to their routine. You can offer free gym memberships as a gesture that you care about their well-being.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44512\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-5.jpg\" alt=\"\" width=\"512\" height=\"240\"><\/p>\n<p><span style=\"font-weight: 400;\">To get a better idea of what can be a part of such courses, <\/span><a href=\"https:\/\/www.proprofstraining.com\/templates\/customer-service-training\/\"><b>view this Customer Service Training Template<\/b><\/a><b>.<\/b><\/p>\n<p><b>Top Customer Service Training Courses<\/b><b><\/b><\/p>\n<p><span style=\"font-weight: 400;\">Choosing the right <\/span><span style=\"font-weight: 400;\">customer service training courses for your employees is half the work done. It will help them acquire the required knowledge and skills the right way.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Make sure the courses you choose are designed by industry experts, up-to-date, and customizable with your company policies and branding.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some such courses that might be helpful:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Introducing Yourself to Customers<\/b><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44513\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-6.jpg\" alt=\"\" width=\"364\" height=\"375\"><\/p>\n<p><b>&nbsp;&nbsp;<\/b><a href=\"https:\/\/www.proprofstraining.com\/courses\/introducing-yourself-customers-training\/\"><b>View This Course<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">For customer-facing employees, making a lasting first impression is vital. It sets the tone for lasting business relationships. This course will help you introduce yourself to your customers with confidence and a positive attitude, and gradually build trust. It discusses both face-to-face and written introductions.<\/span><\/p>\n<p><b>Writing Customer Service Emails<\/b><b><br \/>\n<\/b><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44514\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-7.jpg\" alt=\"\" width=\"362\" height=\"394\"><\/p>\n<p><b>&nbsp;&nbsp;&nbsp;&nbsp;<\/b><a href=\"https:\/\/www.proprofstraining.com\/courses\/customer-service-emails-training\/\"><b>View This Course<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Emails are one of the most widely used mediums of business communication. For many companies, they are the primary mode of communicating with customers. You can deploy this course to train your customer support teams on email etiquette. Compose simple, clear, and empathic written correspondence and build trust and loyalty with your customers.<\/span><\/p>\n<p><b>Managing Customer Expectations<\/b><b><br \/>\n<\/b><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44515\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-8.jpg\" alt=\"\" width=\"363\" height=\"398\"><\/p>\n<p><b>&nbsp;&nbsp;&nbsp;&nbsp;<\/b><a href=\"https:\/\/www.proprofstraining.com\/courses\/managing-customer-expectations\/\"><b>View This Course<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Understanding and meeting customers\u2019 expectations is a priority for every customer service department. Identify and manage their expectations so you can live up to them consistently. This online training course walks you through the art of managing customer expectations. You can set your product &amp; service standards and delight your customers by meeting them.<\/span><\/p>\n<p><b>How to be Likable<\/b><b><br \/>\n<\/b><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/_srIhiSSwZg\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/www.proprofstraining.com\/courses\/how-to-be-likeable\/\"><b>View This Course<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">A likable personality is an important trait in customer service professionals. To come across as a likable person is critical when dealing with customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This online course offers tips on becoming more likable, including active listening and authenticity, and you can use it to train your employees on the importance of politeness and respectfulness.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now that you know what your training program can look like, it\u2019s time to discover the right way to conduct it. With the era of physical classroom training phasing out, you\u2019ll need to know how online customer service training can help you.<\/span><\/p>\n<p><b>How Can an LMS Help With Customer Service Training?<\/b><b><br \/>\n<\/b><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-44516\" src=\"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2022\/09\/Blogg-9.jpg\" alt=\"\" width=\"512\" height=\"222\"><\/p>\n<p><span style=\"font-weight: 400;\">LMS software can serve as a reliable <\/span><a href=\"https:\/\/www.proprofstraining.com\/solutions\/customer-service-training-software\/\"><span style=\"font-weight: 400;\">online customer service training tool<\/span><\/a><span style=\"font-weight: 400;\">. Such solutions are <\/span><span style=\"font-weight: 400;\">a big game-changer in helping streamline online learning &amp; development and making it sustainable in the long run. They make an essential tool to plan, create, share, and track <\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/customer-service-training\/\"><b>customer service training courses<\/b><\/a><b> and <\/b><b>tests<\/b><b> online<\/b><span style=\"font-weight: 400;\">.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using such <\/span><span style=\"font-weight: 400;\">online training software<\/span><span style=\"font-weight: 400;\">, you can easily <\/span><span style=\"font-weight: 400;\">create online courses<\/span><span style=\"font-weight: 400;\"> and train your customer support team on core <\/span><span style=\"font-weight: 400;\">customer service skills<\/span><span style=\"font-weight: 400;\">.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/zOO_-MfOE64\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, you can create a course on <\/span><span style=\"font-weight: 400;\">effective telephone skills<\/span><span style=\"font-weight: 400;\"> to help develop <\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/workplace-communication-skills\/\"><span style=\"font-weight: 400;\">communication skills<\/span><\/a><span style=\"font-weight: 400;\"> of your customer service representatives. You can tie this training to your ultimate business goal of increased sales.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you are short on time, you can upload your existing content such as docs, videos, presentations, and PDF files, and put together a professional-looking course quickly.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">One of the best parts of these <\/span><a href=\"https:\/\/www.proprofstraining.com\/solutions\/employee-training-software\/\"><span style=\"font-weight: 400;\">employee training systems<\/span><\/a><span style=\"font-weight: 400;\"> is you can easily customize your courses and quizzes, add personalized learning paths, share them via multiple channels, and track progress and completion in real-time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some of the e<\/span><span style=\"font-weight: 400;\">nabling features in an LMS for customer service training are:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Integrated Course Authoring Tool<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Course Library<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Virtual Classroom Software<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Discussion &amp; Collaboration<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Quizzes<\/span><span style=\"font-weight: 400;\"> &amp; <\/span><span style=\"font-weight: 400;\">Surveys<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Reporting<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Their versatile nature enables users to deploy all kinds of corporate training programs, including compliance, safety, policy &amp; procedure, and core employee skills.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This way, learning management systems can help you turn your customer service training ideas into reality easily and effectively.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Ensure_Customer_Success_With_Customer_Service_Training\"><\/span><strong>Ensure Customer Success With Customer Service Training<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customers come with high hopes when they touch base with a customer service department. They share their experiences with a company\u2019s products and services, their pain points, and seek answers to some pressing questions.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">To provide excellent customer service and keep your customers happy, you need to have what it takes.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Training your customer service teams through a well-developed <\/span><a href=\"https:\/\/www.proprofstraining.com\/courses\/\"><span style=\"font-weight: 400;\">online employee training program <\/span><\/a><span style=\"font-weight: 400;\">is the surest way to achieve this goal. For that, you need to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">develop a training plan<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">use the right tools &amp; courses<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">train your employees on core skills<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">evaluate training results<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">All this translates into quality customer service, customer delight, customer loyalty, and business profits. All you need is the right approach and resources, including the right tools to deploy the training program successfully.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service training is worth every penny. This is because apart from a company\u2019s specialty products, the success story of all businesses is woven around excellent customer service. Let these numbers do the talking: 70% of customers\u2019 buying experiences are influenced by how they feel they are being treated. (McKinsey) A customer is 4x more&#8230;<\/p>\n","protected":false},"author":3,"featured_media":55934,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27],"tags":[],"class_list":["post-44507","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-train-and-upskill"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Online Customer Service Training: Skills, Tools &amp; Tips 2026<\/title>\n<meta name=\"description\" content=\"Drive customer success with online customer service training. Train your customer service representatives on core skills and deliver consistent quality service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Online Customer Service Training: Skills, Tools &amp; Tips 2026\" \/>\n<meta property=\"og:description\" content=\"Drive customer success with online customer service training. 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Train your customer service representatives on core skills and deliver consistent quality service.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/","og_locale":"en_US","og_type":"article","og_title":"Online Customer Service Training: Skills, Tools & Tips 2026","og_description":"Drive customer success with online customer service training. Train your customer service representatives on core skills and deliver consistent quality service.","og_url":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/","og_site_name":"ProProfs Training Blog","article_published_time":"2024-03-11T05:21:36+00:00","article_modified_time":"2026-04-27T12:27:34+00:00","og_image":[{"width":810,"height":400,"url":"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2024\/03\/Feature_TM_Customer-Service-Skills-Training-Ideas-for-You.png","type":"image\/png"}],"author":"Kamy Anderson","twitter_misc":{"Written by":"Kamy Anderson","Est. reading time":"14 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/#article","isPartOf":{"@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/"},"author":{"name":"Kamy Anderson","@id":"https:\/\/www.proprofstraining.com\/blog\/#\/schema\/person\/72531e31dc63bab1593eab31230e408f"},"headline":"Customer Service Skills Training Ideas for You","datePublished":"2024-03-11T05:21:36+00:00","dateModified":"2026-04-27T12:27:34+00:00","mainEntityOfPage":{"@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/"},"wordCount":2698,"image":{"@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/#primaryimage"},"thumbnailUrl":"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2024\/03\/Feature_TM_Customer-Service-Skills-Training-Ideas-for-You.png","articleSection":["Train &amp; Upskill Teams"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/","url":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/","name":"Online Customer Service Training: Skills, Tools & Tips 2026","isPartOf":{"@id":"https:\/\/www.proprofstraining.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/#primaryimage"},"image":{"@id":"https:\/\/www.proprofstraining.com\/blog\/customer-service-skills-training-ideas-for-you\/#primaryimage"},"thumbnailUrl":"https:\/\/www.proprofstraining.com\/blog\/wp-content\/uploads\/2024\/03\/Feature_TM_Customer-Service-Skills-Training-Ideas-for-You.png","datePublished":"2024-03-11T05:21:36+00:00","dateModified":"2026-04-27T12:27:34+00:00","author":{"@id":"https:\/\/www.proprofstraining.com\/blog\/#\/schema\/person\/72531e31dc63bab1593eab31230e408f"},"description":"Drive customer success with online customer service training. 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Connect with him on LinkedIn.","url":"https:\/\/www.proprofstraining.com\/blog\/author\/kamy\/"}]}},"_links":{"self":[{"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/posts\/44507","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/comments?post=44507"}],"version-history":[{"count":20,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/posts\/44507\/revisions"}],"predecessor-version":[{"id":60035,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/posts\/44507\/revisions\/60035"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/media\/55934"}],"wp:attachment":[{"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/media?parent=44507"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/categories?post=44507"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.proprofstraining.com\/blog\/wp-json\/wp\/v2\/tags?post=44507"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}