TRAINING AND DEVELOPMENT STRATEGIES
Why is training good for business?
Training new employees is not only an essential part of the onboarding process but it is also good for business. Before we address onboarding, let’s review how training is good for business. In today’s economy, many businesses are looking to cut costs and training cost money. But can training really add to your bottom line? First ask yourself, does customer retention add to your bottom line? You may be thinking, what does customer service have to do with training employees? Well, while marketing may get you new customers, great customer services retains existing customers. Many companies spend a significant part of their operating budget on marketing and advertising to grow their business but fail to evaluate and address their customer service delivery. If you haven't evaluated your customer service deliver, you may find that you are losing customers at the same rate you are adding customers.
​
In this case, we know that companies that invest in customer service training see improvement in customer retention and employee retention. Their employees can not only differentiate between excellent customer service and poor customer service, but know how to develop a proactive customer service approach instead of a reactive approach. They are equipped with the tools and techniques needed for handling irate customers and skills for resolving customer complaints. They learn how to identify and deal with workplace stress and conflict.
​
We also know that a motivated customer service employee will work better and harder. Many organizations realize that these highly-motivated employees can really make a difference. But how do you create an environment that motivates and engages employees to be their best? You begin by establishing a motivation partnership between the manager and the employees. Supervisors and managers benefit from training in this area as they learn communication skills and motivation strategies to support their employees. Therefore, training for the supervisors and managers are just as important as the training for the customer service employee in order to attain the highest level of customer service delivery.
​
In addition to adding to your bottom line, training can help your company create a culture of investing in your people. Employees who have opportunities for growth coupled with supportive managers are more likely to stay with you. The benefits of training and development apply to both the company and the employees.