Last year, an attendee on one of my customer service training courses was at a point of transition. Taking on joint management of a rapidly expanding, independent garden centre, she was keen that the personal, customer-orientated approach would be retained as the business grew.
The latest phase of the garden centre development has seen a considerable redesign and expansion of the site. This meant an influx of new staff, the majority of which would have customer-facing roles.
We spoke about customer service training options. Rather than an off-the-shelf package, she was interested in a bespoke training solution – branded training they can deliver themselves in-house.
Customer Service depends on underpinning Values, Vision, Processes and Policies.
Having previously produced customised resources, I began by gaining a detailed understanding of the business. This was followed by asking about any specific requirements, which may be a result of issues that they are facing.
I believe it is vital to clarify the underpinning company values, along with the processes and policies that are currently being used. It is also imperative to grasp the company vision, especially at a point of considerable change. These details all inform the content of bespoke training resources.
As you can tell, it takes a commitment from both parties to ensure that the customer service training resources are relevant and that the learning can be implemented.
In the case of this organisation, although there has always been a focus on customer service, the core values had yet to be specifically identified. This was our starting point.
It is only when the vision and values are documented, that you can begin to share the message and define expectations. Every member of the team can then understand how their role contributes. It is the most effective starting point for working collectively towards those company goals.
Everyone Plays a Part in delivering a positive Customer Experience.
Customer service training is all about preparing staff with the skills and confidence to provide consistency across all departments. This applies to the current employees who undertake customer service training, as well as future recruits.
Customer service is not specific to one type of role. Whether serving cake in the café, maintaining the plants or paying suppliers, every employee plays a part in making a great impression. I strongly believe that every member of a team should undertake customer service training. It is only then that the organisation can deliver a consistently great experience.
I would recommend that, in addition to training and leading by example, the management regularly involves staff in planning meetings. This encourages a sense of ownership and provides an ideal opportunity to reiterate the values and vision.
Bespoke Training Package Supporting Company Growth
Collaboration with a company that is so committed to customer service is highly rewarding. My resources have been fully branded for the client and I am delighted with the end result.
This training package can now be delivered to existing team members and included as part of the induction programme for new staff. It includes a workbook for each employee to complete. I feel confident that this will play a part in supporting the successful growth of this local business.
If you would like bespoke resources developed for your team, please get in touch: firstname.lastname@example.org