Customer Service Training

Using Customer Service Training and Development to Attract Quality Employees

As a Human Resource professional, you understand the importance of customer service excellence and the importance of employee training and development. If a company has a reputation for investing in their workforce and providing opportunities for career advancement, it will attract and retain high-quality candidates.  

“Employees are a company’s greatest asset – they’re your competitive advantage. You want to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company’s mission.”

Anne M. Mulcahy – former CEO, Xerox Corporation

To build an outstanding company and workforce, it is essential to build a culture with mutual care in mind. Mutual care establishes security, builds trust, and reduces conflict. When it is absent, employees drift apart from not only management and executives but colleagues as well. To ensure that this doesn’t happen, it’s important to implement the following:

  1. Customer Service Training – For any employee in a customer-facing role, or even a role that indirectly serves a customer, training that reflects the overall service culture and mission of the company is essential. 
  2. Structure and Stability – When an employee is provided with company training, they feel a sense of structure, stability, and trust. Having to learn essential skills and tools from another employee – especially if they are not particularly inclined to assist – is not ideal and does not foster a sense of goodwill.  By way of a thorough orientation program about the company’s mission, goals, and customer service values – early in the onboarding process – new hires feel not only welcome but ready to begin their new role with strength and confidence.
  3. A Toolkit for Success – Providing employees with the latest tools and resources is very empowering and fosters both enthusiasm and confidence. Consider having subcommittees that meet regularly to discuss what is needed among departments to help them be successful as a whole.
  4. Employee Development – Consistent employee training and development program increases and maintains employee morale. Co-workers who feel valued and nurtured, have a higher level of morale and in turn, provide better customer service. They are also more inclined to invest their time and energy in the company as well. It is a win-win situation for everyone involved!
  5. Opportunities Career Growth – If an employee sees the possibility for career advancement through a combination of continued training and hands-on experience, they see a future for themselves. If they do not see the possibility of a promotion, they may move on to greener pastures where this opportunity exists.  So, it is important not to let them stagnate into one set of responsibilities and get stuck in a role. Even if it means getting out of comfort zones to some extent, employees need to be given new opportunities and challenges that will inspire them to grow. 
  6. Team Spirit and Comradery – Employee development and engagement creates a sense of belonging. If colleagues have gone through the same training, they have something in common. It also helps them share in a common company vision and culture, which creates a strong bond between them.
  7. Referral Programs – If employees are happy and see a future for themselves, they will also try to recruit others they feel would be a good fit for the company. A good company culture with happy employees will not only reduce employee turnover, but it will also make the hiring process a lot easier, especially if there is an incentive for referring others.

Implementing the above will pave the way for attracting top-notch candidates and building happy and successful teams. They will be in it for the long-term, dedicated to serving your customers and committed to your business’s longevity and success. Remember that “The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers.” –Sybil F. Stershic, Marketing and Organizational Advisor

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Customer Service Institute of America