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P.R.O.A.C.T.I.V.E. Training

This tip was originally written after I received a phone call from a writer who was doing an article on customer contact staff training and called to ask me what I thought created long term ROI from training and what made the training "stick." Hmmm, interesting questions! What emerged as I thought about it, was a useful acronym. And whether you are using an outside trainer, or doing your training internally, or even using our Customer Care Coach® training program, in order to make training "stick," it must be PROACTIVE.

What emerged as I thought about it, was a useful acronym. And whether you are using an outside trainer, or doing your training internally, or even using our Customer Care Coach® training program, in order to make training "stick" it must be PROACTIVE.

"P" - It must have a purpose. You must understand why you are doing it, what makes it important, and how it fits in to the business' long-term goals. Ask yourself, how does it fit in with our overall strategy and our customer service strategy? (You do have one don't you?)

"R" - There must be Reward and Recognition. Understand from the beginning what new behaviors you will reward and recognize - after all what gets rewarded gets repeated!

"O" - Outcomes. Have specific and measurable goals for your training. Are you looking to increase something (like customer retention and loyalty) or decrease something (like the number of calls that come into your customer service department or your turnover)? Specify the best you can what you expect to happen as a result of the training. And I am the first to admit that is tough to do with "soft skills," but do it anyway, it's doable.

"A" - Applied and Relevant. Make sure the knowledge is not just conceptual and theoretical. Link the training to circumstances specific to your business and your customers. Make sure the knowledge can be applied on the job. Use concrete examples.

"C" - It must take place in a Committed Culture. Customer Care training needs to take place in a culture that will support it. Does your internal environment support what you are teaching? If you want people to care they must feel cared about, if you want people to respect, you must respect them. If you want people to trust, you must be trustworthy. You catch my drift.

"T" - There must be time to learn. Free people up so they can learn and practice what they have learned. Don't expect people to just "fit it in." Schedule regular and follow up sessions as you schedule your staff. Make time for learning as a regular part of the job. Have enough staff so that training is part of the job.

"I" - My favorite - Inspiration! Inspire people to excel by connecting them back to the Purpose of the training. How is it you want your customers to feel as a result of doing business with you? Tell them over and over again why their jobs are so important and why they are so important to the success of the whole enterprise. Let them know they make a difference!

"V" - Verify that the training is being used properly. Verify that the skills are still applicable over time. Check back in and see what they have learned well and where they may need follow up training or skill practice.

"E" - Uh-oh, here's that "E" word again! Empower people to USE the skills they have learned. Make sure that people have the authority and the responsibility to do what you have taught them to do. There is nothing more frustrating than having a new skill and not being able to use it.

So, there you have it. My thinking on how to get the most out of your training program. If you want more information on our training programs visit http://customercarecoach.com.

Hope this information is helpful as you plan your training (you ARE continuously training aren't you?) If you're not getting better, you cease being good!

To your continued success,

JoAnna

JoAnna Brandi is the author of books such as "Winning at Customer Retention - 101 Ways to Keep 'em Happy, Keep 'em Loyal, and Keep 'em Coming Back" and "Building Customer Loyalty - 21 Essential Elements in ACTION."

A Speaker and consultant, she is publisher of the bi-weekly Customer Care Tips Bulletin. To receive her free bi-weekly tips bulletin, sign up at www.returnonhappiness.com.