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Shift From Customer Service to Customer Experience Part 6- Orientation & Consistent Customer Service Training

Just the other day, my colleagues and I were discussing the little value organizations place on the orientation process and on consistent customer service training.  I’m sure you’ve experienced it; showing up for work at the new job you scored and asked to shadow another employee who will show you the “ropes”.  Believe it or not, organizations place the enormous task of getting their new employees to buy into their vision, mission, values and culture on another team member, who has more than likely not been trained to properly teach them.

Organizations that offer company orientation sessions find that they make a strong and lasting impression on new employees.  When companies take the time to properly orient new employees, the new employees get the sense that the organization is serious about achieving its objectives and serious about employees falling in line with their vision.  They get the opportunity to help shape the new employee’s attitude and perspective.  The employee learns firsthand how the company came to be, what the organization is all about, where it is headed and how the employee fits into the overall picture.    The organization via its orientation process gets to frame the new employees’ mind before the new employee is introduced to his/her role and peers.  In this way, the new employee is able to form his/her own opinions of the organization rather than immediately being influenced one way or another by his/her peers.

We’ve previously spoken about the importance of finding the right fit for your role and for your organization.  When it comes to consistent customer service training, it is much easier to train someone who has the skills and wills than it is to train someone with the wrong attitude.  Our series is focused on shifting from customer service to customer experience and the first requirement of a consistent customer service training program is to have the type of employee who is willing to consistently learn new ways of providing clients with positive customer experiences as customer needs are ALWAYS changing.

A consistent customer service training program does not have to all be formal training sessions.  It should a mix of classroom sessions and daily huddles where employees are reminded in smaller group settings of the company’s core customer service policies and expected behaviors.  By doing this you keep the customer experience a focal part of the daily operations and remind your employees why they are at work which is to provide the type of satisfying customer experiences that lead to repeat and loyal customers.

I strongly encourage business organizations to create the service culture they want to see in their organizations and not leave this crucial step to chance.  Employees know when you are serious about your service deliverables; they can see it in your daily actions, in the actions of the company leaders, managers and policies.  It is therefore essential that those who own/lead organizations walk the service walk rather than just talk the talk.

The new employee orientation process and continuous customer service training work hand in hand.  The onboarding and retention of strong team members who want to contribute to your company’s success must be taken seriously.  Set the correct tone from the onset.  Strong, skilled and creative employees with the right attitude have expectations that should be met.  You otherwise risk losing them to an organization and a culture that respects their drive, their strong performance attitude, their desire to remain challenged and to help the organization succeed.

This article is not designed to deeply delve into each of the components we covered but rather designed to provide enough information to create a spark that ignites deeper thinking. For more information on how to incorporate these concepts into your organization contact me for a free consultation.

I close today’s blog in the words of Simon Sinek “When people are financially invested, they want a return.  When people are emotionally invested, they want to contribute.”

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