Customer Service Training: Why One Size Does Not Fit All!

Staff training has taken on many new faces. While the classroom approach is still the most popular, e-learning, video, Web seminars, and even games have become common training tools. Why? Current research demonstrates that people learn better with interactive and hands-on activities rather than simply listening. And today’s workforce is more diverse than ever, bringing with it a broad spectrum of backgrounds, talent, and learning styles.

Consistent, targeted training is key to improved performance as well as increased employee retention. But it helps to remember that training can take on many forms and one size doesn’t necessary fit all.

Start with ‘Who, What, Why’

Before selecting a specific training methodology, consider the basics:

1. Who will receive the training? New employees or seasoned workers? Millenials or middle aged? Managers or supervisors? Are multiple languages spoken? Does everyone need the training or specific individuals? Is everyone starting at the same level of knowledge or will some need greater preparation?

2. What are the parameters? What’s your company culture? Your brand? What are your resources—both time and budget? What are your timelines? Deadlines?

3. Why is the training important? Is this new information or a refresh? Are there measurable goals and outcomes you’d like to see? Are there specific problems to be solved? Does the material apply to all or a few?

Look at your Options

Not everyone learns in the same way, and not everyone starts at the same level. A variety of training methods can help you deliver the material in the most effective way possible.

1. Classroom/Seminar. Never dismiss the value of bringing people together for a group presentation. It allows time for sharing both problems and solutions. It can help cement relationships and allows a break from the routine of work. Group training is best for delivering specific training on a specific topic, when everyone is at a similar level of competency to begin with. It could be all new employees, or training on a specific new line of service. Be sure to include plenty of interactive components to involve the participants and propel learning.

2. Individualized Instruction. Webinars, e-learning and self-instruction manuals allow employees to work at their own pace while minimizing the problem of taking everyone away from the workplace at the same time. Online learning may appeal to certain demographics, particularly the younger workforce. Much self-learning is interactive, including training videos, quizzes and games, sometimes allowing participants to arrive at their own creative solutions. Independent learning may also include discussions with the facilitator and other participants.

3. Gamification. The epitome of interactive learning, gamification takes the classic components of games—competition, points, strategy, rewards, narratives, teamwork, goals, feedback, etc.—and uses those to make learning more interesting, engaging or motivating. Employees can compete against others or against their own personal best.

Rome Wasn’t Built in a Day…

Learning doesn’t sink in all at once, nor does it stick forever. It’s a process that needs follow-up and reinforcement.

1. Before and After. Prior to a training session, let participants know what to expect, and help set correct expectations so that their goals are in alignment with yours. Afterwards, find out if the goals were met and how the material has helped improve performance. Post follow-up and review materials electronically or in the workplace. Reinforce the session content with handouts, conversations, group meetings or role play.

2. Think ‘Coaching’. Learning is a continuous process that should be integrated into the normal workflow, rather than just a single training event. Think of yourself as a coach that works side-by-side with the team at all times. Regular reviews via email, video, or follow-up gatherings help reinforce what has been learned. Successes and failures can be used as spontaneous teachable moments, utilizing praise and constructive correction. Lead by example with encouragement and positive attitude.

3. Keep it Fresh. Today’s agents are more technically inclined and socially connected than ever before. Training that worked even five years ago may need to be updated or tweaked to inspire, motivate and challenge your workforce.

The most effective training is interactive, targeted, and achieves long-term, measureable improvement. It ties into your corporate vision and values for service. Last, but not least, it helps your staff master the skills they need to provide the best possible customer experience!

Customer Service Training: Why One Size Does Not Fit All!