Teaching employees how to interact with customers is critical to any company's success. But getting that training right can be challenging, especially as training staffs grow.
Why? The larger a training department is, the greater the disconnect between what trainers think are best practices and the customer scenarios employees are actually encountering day to day, writes Bill Cushard, a learning experience designer and frequent contributor to the Human Capitalist blog.
"Business goals and learning goals have become disjointed when the learning becomes overly centralized," argues Cushard in a post about why best practices are overrated in customer-service training programs. "The execution of learning should occur as close to the customer interaction as possible. Centralized learning departments are too far away from the customers to understand that."
The 3 Es for Better Learning
Cushard suggests ways centralized learning departments can improve their customer-service training:
- Empower: "A sales or service department should not have to seek approval from the learning department to run a training program. The learning department should empower people close to the customer interaction to decide what learning needs to occur and how."
- Enable: Centralized learning functions needs also to provide sales managers with the tools they need to succeed, including templates, learning management systems and analysis questionnaires.
- Educate: "[T]he learning function should teach those who need [these tools], how to use them."
Image via Can Stock Photo
Ressourcen zu diesem Thema
Sie möchten noch mehr erfahren? Entdecken Sie unsere Produkte, Kundenberichte und aktuelle Brancheneinblicke.
Kundenbericht
Kompetenzbasierte Karrieremöglich-keiten auf der Grundlage von KI
DHL Group (DHL) ist das weltweit führende Logistikunternehmen. DHL besteht aus eng miteinander verbundenen Geschäftsbereichen, die gemeinsam daran arbeiten, die Anforderungen der Kunden zu erfüllen.
On-Demand-Webinar
Digitales Lernen steht im Mittelpunkt - mit der richtigen Contentstrategie
Digitales Lernen ist gefragt wie nie zu vor. Was jedoch muß ein Unternehmen beachten damit Lernen mit digitalem Content zum Erfolg wird. In diesem Vortrag erfahren Sie nicht nur was man für eine Contentstrategie beachten muß sondern erhalten auch praktische Beispiele für die Umsetzung.
Video
Sodexo uses Cornerstone as their digital transformation vehicle.
Sodexo provides over 100 services ranging from food, security, facility management and technical services. With 460 000 employees in 72 countries world-wide, Sodexo was keen on transforming their learning strategy and create a culture of learning. Tamsin Vine, Group SVP Learning & Development at Sodexo talks about how they shifted their learning strategy from a traditional one to a more experience focused learning and development strategy.