Gearing Up For Customer Service Training


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Have you ever invested time and money into a train­ing pro­gram only to hear your employ­ees ask “Why do I have to go to train­ing”? Many times employ­ees do not see the true ben­e­fit of train­ing and merely see it as time con­sum­ing. As a man­ager, it is in your best inter­est to make sure the pur­pose and value of your train­ing are clearly com­mu­ni­cated to your employ­ees from moment they learn about it. Hav­ing your employ­ees’ buy-in from the begin­ning ensures that they go into the train­ing with the right mindset.

As a man­ager, you want to take time in the weeks and days prior to train­ing to get your employ­ees moti­vated. Here are some ways to piqué employ­ees’ inter­ests and cre­ate an atmos­phere of excitement:

  • Posi­tion the train­ing as an invest­ment in your employ­ees’ career development.
  • Man­age employ­ees’ expec­ta­tions by pro­vid­ing them the dates, time and top­ics for the training.
  • Let employ­ees know that dur­ing the days of train­ing, the train­ing takes priority.
  • Encour­age employ­ees to bring ideas and expe­ri­ences to the train­ing to share with others.
  • Stick to a set date for train­ing. Chang­ing dates sends a mes­sage that the train­ing is not important.
  • Have a rep­re­sen­ta­tive of senior man­age­ment kick off the ses­sion to show the impor­tance of the train­ing and the invest­ment the com­pany has made in the employ­ees’ development.
  • Be excited about the train­ing. Your excite­ment will be contagious.

After fol­low­ing these tips, remem­ber to also take each indi­vid­ual employee into con­sid­er­a­tion. Every­one is moti­vated for dif­fer­ent rea­sons, so find out what moti­vates each of your employ­ees and reit­er­ate how the train­ing ben­e­fits them in particular.

So now your employ­ees are geared up for train­ing. Good luck and have fun!

Coach­ing Tip

Lead­ing by exam­ple is one of the best ways to show your sup­port for a train­ing pro­gram. When­ever your employ­ees attend a new train­ing, par­tic­i­pate in the class with them. Take part in the exer­cises and share your knowl­edge. Not only will you be viewed as an expert, but also as a part­ner. Your par­tic­i­pa­tion will rein­force the impor­tance of the train­ing and help you to build a cohe­sive team with your employees.

Republished with author's permission from original post.

Monique Castillo
Monique Castillo is an Impact Performance Specialist with knowledge and background in customer service, sales, coaching and mentoring. When she is not helping customers improve their business, she is also a world traveler, gym enthusiast, and an aspiring foodie.


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