Ensure you achieve best return on your training investment

Share on facebook
Share on twitter
Share on linkedin

If you’re going to make any investment in people development and training for your staff, you need to measure the resulting value, otherwise you can’t manage it. There are numerous ways to do this, including pre and post-training employee surveys, customer satisfaction questionnaires and ‘mystery shopping’ activities, where managers can ring in pretending to be a customer to see what your customer service is really like, both before and after customer service training.

Whatever approach you take, the most important thing is to see how the lessons are being embedded in the workplace. There’s no point investing in training if your team simply revert to what they feel comfortable with a week later. Meaningful change doesn’t happen overnight, so everyone involved needs to be clear that customer service training programmes are only the beginning of the development process – not the end!

Embedding new skills and behaviours takes time and needs commitment (from the top down), as staff need to feel fully supported in the process, which means investing in additional leadership skills training. Coaching, mentoring and ongoing customer care solutions need to be established, so that your people aren’t tempted to slip back to into their comfort zones. They need to understand that learning to deliver a positive experience for every customer will benefit them in the long run too.

Customer service training of this nature goes much deeper than just expanding people’s skill-sets – it’s about changing the culture of the frontline operation and, in turn, changing the way the organisation builds, maintains and develops its customer relationships.

This is the key to measuring the return on your investment for all your training programmes. Your company becomes profitable by achieving a high standard of customer satisfaction– so if you’ve got happy customers, your training budget is being well spent!

Hello... I'm Marie Cross

‘…and I’d love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.’

If you’d like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you’ll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

This field is for validation purposes and should be left unchanged.

Simply fill in your details to claim your 12 Success Blueprints...

There are 12 Success Blueprints – FIT bulletins that are jam-packed with practical, quick and easy hints, tips and ideas to help you stay on track, keep positive and remain motivated to succeed right there on the frontline!

This field is for validation purposes and should be left unchanged.

Would you like to talk to us about how our services can help your business?

If you’d like a member of our team to call you to discuss your requirements personally, then please complete the form and we’ll get back to you within the next working day.
This field is for validation purposes and should be left unchanged.