There are still a lot of companies out there who keep using training courses for their employees which are not only outdated but are extremely boring and by no means appealing to the employees. For this reason, such trainings are unsuccessful and result client service delivery at the unacceptable standards and level. And that translates into losing customers means losing business. Below we have combined certain tips to follow to provide effective trainings.
Large Groups Training
If you’re training large groups of employees at once, you need to break those groups down. There’s no point in having, let’s say, 100 people in one place training together. Not all participants will get a chance to contribute to the conversation and therefore the training will be ineffective.
The way on how to make it more effective is to break large groups into smaller groups of around 8 to 12 people so that everyone can participate and voice their thoughts. This will also help your employees with their self-confidence.
Employees Taking Control over the Discussion Flow
It’s good for employees to get out of their comfort zone and engage in the discussion, but typically only a few employees will do this and will begin to control it. For that reason, it’s important that the trainer targets individuals who aren’t contributing and gets them more involved.
Selection of Exercises
Coming up with new exercises and group training activities on customer service allows all participants to get a better idea of how situations will play out and will help them get a hands-on experience.
Leading the Training Session
Everyone who is being trained should acknowledge that the trainer is in charge and he the one leading the session on customer service. It’s important that the trainer doesn’t take over or dominate each discussion, but leads the session by making sure that the discussion continues and that everyone contributes to it.
Lectures are Not Effective and Boring
The trainer shouldn’t make the session boring. A boring training session will discourage your employees and will divert their attention elsewhere. You need to find the ways on how to make it interactive by getting the group involved, and planning ahead to make sure it won’t be a dull session.
Relevance – Keep Main Points in Focus
It is important to prepare and adapt the information for the course. Make sure that it is relevant to your training. If you deliver information that your trainees don’t need to know they will lose the attention to the material.
The Training Material for Customer Service
A lot of businesses simply get their training material online and don’t put effort into finding or of how to create quality training resources. This can sometimes be a good idea, but it’s important that if you don’t create your resources that you add a personal touch to the training resources so that they are relative, up to date, and helpful to your employees.
Room and Environment Factors
If your employees aren’t comfortable or are in an unpleasant environment, they will struggle to focus on the training session. If you can’t afford to invest in a professional training environment, simply put in the effort to clean up space in your office which is specifically meant for training. These extra efforts help to increase the effects of the sessions.
Not Sufficient Extent and Time of Training
Although initial customer service training is an important place to start, on-going training sessions are important. If your customer support isn’t effective and you’re receiving complaints, then something has to change. If you don’t regularly train your customer support employees, nothing is going to change.
Once you’ve provided the initial training session to your team, don’t return to the same training materials for them. As we said above, continuing to provide training sessions is crucial, although coming up with new activities and using different resources is just as important. If the training resources you used before didn’t work, and there are still issues with your customer service team, there’s no point in wasting your time and reusing the same resources.
Customer Service Training Techniques
Take advantage of the different training techniques which we have access to nowadays. Rather than reading from a sheet of paper, look into video training and interactive activities on computers. These kinds of things will appeal to millennial who are pursuing a career in customer service.
Your Team are the Young Minds
Most of your employees who need to be trained are the younger generation, and so it’s important that you take their learning styles into consideration. Remember, these young people want things to be interesting but at the same time don’t want them to be boring. If they aren’t enticed by the training session, they simply won’t partake.
Summary of the above
It’s a clear and undisputable fact that training new employees can take time and have some certain costs. For this reason, it’s worth taking the right approach to this type of trainings and provide them effectively. On our side, Atton Institute delivers perfectly tailored and very effective Customer Service courses on all elements of customer service and how to achieve perfection in its delivery thus you can always find the one which fits your specific requirements at best.