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Make Customer Service Skills Training Stick
It's not enough to train frontline staff. Managers must ensure that the training sticks. The May issue of "Customer Service Newsletter" shows readers how.
The May issue of "Customer Service Newsletter", provides four easy ways to make training more sticky:
* Debrief people when they complete the training. Getting people to talk about the new ideas, approaches and skills they have been exposed to will help them to remember.
* Hold a show-and-tell session for the department. If only part of the group has received the training, have them explain the content to others.
* Hold regular skill-drills or practice sessions on the new skills. Turn new learning into habits by regularly practicing new skills in role plays and other ways.
* Catch someone practicing a new skill and thank them for it. Use feedback and encouragement on the service center floor to recognize those using new skills.
The May issue also includes an article on strategies to enhance frontline engagement, and new software that looks at the level of "negative emotion" and routes angry customers to reps who are best equipped to deal with them.
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."