Service Skills

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Make the most of your training investment 

Preparing your team for training is just as important as the selection of the material your team will be learning. Follow this simple checklist to ensure your team members are present, focused on the materials and ready to walk away with specific strategies they can employ to achieve the desired outcome.

Before beginning an online training session

  • Plan meetings dates and notify attendees well in advance
    • Give all attendees sufficient time to clear calendars / schedules to ensure they are available
  • If those participating in the training session are part of your customer service team, consider how customer service needs will be addressed during the training session
  • Choose locations with care
    • if training is to be completed at an individual's desk, are there opportunities to limit distractions?
  • Test all systems that will be used during training to ensure team members have working log ins and the items they need to successfully participate
  • Prepare and review all materials to be used during the training carefully 

During the session

  • Limit distractions
    • At a minimum, you should consider banning all electronic devices including laptops and phones when employees and teams are engaged in a training session
  • Monitor trainees
    • Keep an eye on employees participating in the session - are they actively participating? Are there distractions or interruptions preventing them from receiving the full benefit of the training?

After the session

  • Seek feedback! Be sure to include a survey at the close of the training session and execute follow up surveys a few days after to capture team sentiment and ideas for additional training topics
  • Execute refreshers
    • Make the most of your investment and ensure that everyone who participated in the training session has the opportunity to continually refresh what they've learned
    • Employee stand-up meetings, email quizzes, contests for the best solution to an opportunity raised during training and recognition for top learners are all ways to continue to engage your employee audience in training exercises designed to retain / reinforce the learning gained in your training sessions 

Learn How ServiceSkills Can Help

Make the most of your investment in your employees by providing communications training that impacts your bottom line. ServiceSkills delivers the right courses in a simple-to-use platform that encourages material retention.

Complete the form and we'll contact you to learn how we can help you reach your training goals.

 

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