Seven Keys to Ensure Proper Training
Without properly trained employees, a company cannot expect to satisfy
customers. At times, training issues get pushed aside in an effort to focus
on tasks that must be completed now. Here are some keys to keeping training
in the forefront of your mind and customer care department:
- Establish a formal training program. A successful program must include a
full-time trainer, and make sure that individual has the tools and resources
necessary to build a solid program.
- Build an education plan for new and existing employees. New personnel
receive a lot of training, but don't forget that seasoned employees can
benefit from brushing up on skills and learning about advanced topics and
techniques.
- Don't limit the curriculum of the training program. Don't just discuss
the ins and outs of a specific job. Broaden the spectrum by including topics
such as marketplace trends, managing change and team dynamics.
- Use internal and external resources to supplement the training program.
Rely on subject matter experts within the company as well as programs
offered by local colleges and universities.
- Gain upper management support and commitment to training. Continually
reinforce the message that training is an investment in the future of the
company. Provide management with measurements that show their investments is
paying off. For example, telephone surveys to customers conducted after the
completion of a training program on customer satisfaction will provide
useful information about the effectiveness of the training program.
- Keep in touch with your employees. Make sure that the training is meeting
their needs. Listen carefully to the feedback of the program participants.
Use evaluations, focus groups and peer evaluations as ways of obtaining
feedback.
- Use consumer affairs as an experimental learning lab. Your department is
an excellent place to educate all employees on what it means to be a
customer-focused organization. Use the benefit of your experience to train
others in the company.
