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u The Texas cab driver story by Shep Hyken

u Training

The Texas cab driver story by Shep Hyken...

 
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Visit www.hyken.com for an excellent website on Customer Care

TRAINING

'Training is a 'planned process' to modify attitude, knowledge or skill behaviour through learning experience to achieve  effective performance in an activity or range of activities.'

Staff Training and Assessment by David Osborne

Training is 'a planned process' which deals with people's 'attitude, knowledge and skills' which are all affecting their 'performance'.

Planning + ACTION

As business owner you need to plan for it. It won't come by itself. You will have to decide: can the service my company delivers be improved on and if yes, what am I going to DO about it? You will have to act on it and be prepared to invest in it.

Attitude

The attitude of your employees - are they only friendly and nice to your customers when they are in a good mood. How do they treat your customers when they are having a bad day? When you are not present? How do they treat a complaining customer? How do they treat your customers 5 minutes before closing time?

Training changes attitudes!

Knowledge and Skills

Appropriate training can prepare your employees in advance for different situations. Training will give them the knowledge and skills to handle difficult situations. Training will help them to look at customers with a different eye and let them understand the value of each and every customer - the nice ones and also the difficult ones.

Training will equip them with 'tools' for their work, increase their confidence and self-esteem. How does an employee feel when a customer compliments him or her on their good service? Yes, they will feel proud, appreciated and motivated to deliver even BETTER service!

Employees have a deep hunger for learning because they know about the positive things it can do for them. They also know the embarrassment and pain when things are done wrong because of a lack of knowledge and skills.

Effective Performance

Efficiency is doing things right.

Effectiveness is doing the right things.

Thomas K. Connellan

Training changes efficient employees into effective ones. Being productive but doing the wrong things just doesn't make sense.

As far as performance is concerned, the beauty of training is that the return on your investment is almost immediate. Your employees can receive their training today and your customers can experience the difference tomorrow.

What learners take away with them are of utmost importance to us. The greatest part of learning occurs through seeing and hearing and great emphasis are placed on the effective use of audio-visual material to deliver the training message.

Besides colourful visual presentations, videos, concise to-the-point, easy-to-remember oral instruction with real life examples we also encourage active participation during all training sessions.

A trained person is a 'changed' person

When a person learns something new, his or her behaviour CHANGES. Through learning we become able to do things we weren't able to do before. There would be no physicians, pilots, engineers, lawyers, teachers, tradesmen, etc. if it was not for the 'planned process' of formal learning and training.

If customers receive good customer service in an organisation then it happened because the management and staff went through a 'planned process' where the appropriate skills and knowledge have been taught to them - it did not come 'naturally' !

 

What training can do for you ...

  > Improves the morale of your employees

  > Increases their co-operation

  > Improves their self-esteem

  > Increases their productivity & effectiveness

  > Increases team work in your company

  > Increases their job satisfaction

  > Increases your profits

  > Helps secure repeat business

 

Sorry, just being 'friendly' not good enough ...

Many business owners and employees think that good customer service is being friendly and helpful. These are skills or attributes most people are born with. What happens the day when you are in a bad mood or short of staff and under pressure?

To care for your customers professionally under all circumstances requires knowledge and skills. Employees need to know what are the words and actions that will trigger goodwill and a positive response in their customers. They also need to know what not to do and not to say in certain situations.

 

How this training can help you as owner ...

You, more than anyone else in your business, know how vital customers are if you want to survive as business. You also know how important proper treatment and service are to customers in this service- conscious world of today.

When your employees know that you know ...

After you have sent your staff for training, each one of them will know that you know that they now also know the value of customers to the business.

They will now know what your expectations will be in future. They will be held accountable for their performance and that there will be no excuse for  poor treatment and service to customers in future.

They will understand when you stress in meetings the importance of good customer care. They will also understand when you link customer care incentives with their remuneration.

Training will put everyone in your business on the same playing field and everyone can enjoy the pleasures and success that good customer care will bring to the organisation.

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Train everyone lavishly, you can't overspend on training.

Tom Peters

 
 

 

 
 

If you are not constantly 'holding your customer's hand',

someone else may come and do so soon.

Dr Brian Jude - The Psychology of Customer Service