The life of a honeybee is mostly a predictable one. Young bees, called house bees, do the hive chores by feeding the brood and cleaning and repairing cells. These young bees grow up to become nurse bees, helping to feed the larvae in the hive and caring for the Queen bee. Some guard the hive to keep out raiders and then transition to a forager, heading out from the hive, travelling to find sources of nectar and pollen to bring back.
In the hive, bees’ development progressions and movements, which are stimulated by the colony’s need, in a business environment, how can you NOT train your employees to perform better?
Training cannot be a once-in-a-year thing. Let’s get everyone in a room for a few hours and we’ll have that box ticked. Training is a daily practice, but as an organisation you first need to know your offering and the standards you are setting yourself so that you can then train your employees to deliver exceptional service and achieve these goals. If your employees don’t know what is expected of them than how can you blame them for not delivering?
Training your employees isn’t just a need; it is a necessity. It isn’t only good for you as an employer, but it is also good for your employees too. Through training, your employees will feel valued because you are spending time and money on their development and have given them the tools to do their job.
There are certain skills that employees need to master when they are facing their customers, regardless of the level of interaction. It may be that your employees have contact with your customers in a restaurant or shop, office or financial institution or in the entertainment or tourist industries. This interaction may take place over the phone or face-to-face. Either way good customer service skills help everyone.
Some of these skills are basic, such as being polite, friendly, smiling, helpful, but others don’t come as naturally and need a little more practice to help give your employees confidence. I don’t know if you watched Mary Portas a couple of weeks ago, in #SecretShopper, but one of her comments was: “Product knowledge is fundamental to the running of a business,” if your employees don’t know what they are selling, whether it is the soup of the day or a Hoover, how can they sell it?
So, take a look at your training plan for this year:
- Are you taking the time to train your staff on their knowledge of your products and services?
- Have you got customer service training already in place?
- Can you identify areas where you need to improve your staff performances?
The good news is you don’t have to do it all by yourself, I am here to help, I would love to inspire you and your team to deliver even better customer service. Check out our onsite and online courses: Deliver Exceptional Customer Service