Well, once you have developed your own standards and you know exactly what type of service your employees should be delivering, you have to tell your employees about it and implement those standards. Training your employees isn’t just a need, it is simply a necessity.
The importance of training your employees – both new and experienced – cannot be over-emphasized. Effective training of employees results in employees who:
* Know what they’re doing
* Save time
* Have a good feeling about the company
* Get off to a good start
* Reduce employee churn
* Boost confidence
* Sales growth of course.
Training simply refers to the process of acquiring the essential skills required for a certain job. It targets specific goals, for instance understanding a process and operating a certain machine or system.
There are certain skills that employees need to master when they are facing their customers, regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face, in a restaurant or shop, in an office or financial institution, in the entertainment or tourist industries, good customer service skills help everybody.
Some of these are basics, such as polite, friendly, smiling, helpful attitudes, but some others don’t come as naturally and need a little bit of practice to give them more confidence.
An example would be “selling”: you can’t sell anything if you don’t know your product or service. If you go to a restaurant and ask the waiter what is the soup of the day, he will never be able to sell that soup if he doesn’t know what it is today! It is the same with any product or service. The first part of any sale is the product knowledge.
So, take the time to train your employees on your products, what are the benefits for the customer then what are the features? Always start with the benefits and show them how they will meet their needs. A feature is simply a characteristic of your product or service, such as a camera that shoots up to ten megapixels, well the benefit could be that the camera will produce a better photo and a better way to capture important memories; this will mean more to the customer than a technical description.
Bringing a more Caring energy into Training your employees means that you can inspire them, you can involve them in the daily business decisions so they can genuinely care about treating your customers right, to give them what they need, resulting in increased sales and customers’ loyalty.
Now, are you giving your all in employees’ development?
* How can you inspire your team everyday?
* How can you involved them more into the business objectives?
* How can you develop a yearly training programme?
* What would happen if you brought a more caring energy to the way you train your employees so they can deliver exceptional customer experience?
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