The #1 problem with managers who train customer service staff

Since 2010, Lightbulb Training Solutions has been helping businesses to create and maintain teams of educated and motivated frontline customer service staff. These businesses want staff who are customer service skilled and focused, staff who enjoy helping cusomters, staff who happily solve problems and staff who leave customers feeling valued.

They want staff who interact with customers so well that customers rave about them and the business for all the right reasons.

Toa chieve this, customer service staff need a manager. The Manager doesn’t just look after the team, they also have to complete their own tasks. Managing a customer service team whilst doing your own work is a juggling act that requires a range of skills but that’s not all, managers also have to lead the team and leading is another skill set entirely.

All of this leading and managing doesn’t work unless you have excellent time and task management skills so WELL DONE if you are making it happen. Give yourself a high five!!

But what do you do when your team aren’t providing excellent customer service, complaints are on the rise and/or staff morale is flat lining? Do you add Customer Service and Teamwork Trainer to your already full ‘to do ‘ list?

We hope not because that is a recipe for burnout and it becomes more than just a problem for the manager/leader - it becomes a problem for the customer service staff too.

To be an effective workplace trainer, you need the skills to;

• Conduct a customer service training needs analysis

• Design training that is considerate of individual learning and behavioural styles

• Encourage participation and address negativity

Having to balance training activities with the day to day management and leadership of a team as well as completion of your tasks can make you feel conflicted and exhausted. Staff may also find it uncomfortable or confronting to be managed, lead and trained by the same person.

SOLUTIONS

Look within the team. Is there someone who is skilled, willing and available to provide internal customer service training?

Beware the one size fits all approach. Seek training providers who can customise training to suit your staff, your business and your customers. True customisation is not just adding your logo to the training materials.

Consider accredited and non-accredited training. They both have value - for accredited training options go to www.training.gov.au

Remember. If you must train your staff, set achievable development goals and expect and allow them to make mistakes as experience is a great teacher.

LET US HELP YOU

We are a team of highly experienced and passionate workplace trainers and facilitators who hold a range of business, training and assessment qualifications. But more importantly, all of our team have a minimum of 10 years’ experience designing and delivering workplace training programs across a range of industries. Our Service Excellence Packages contain all the resources and support you need to apply the right training at the right time which leaves you free to manage and lead.

“Cate originally designed and delivered a ‘first class customer service’ training session for our Vic/Tas Franchisee’s which was really well received. Since then, Lightbulb Training Solutions has delivered further service skills training programs for our growing teams, including those in New Zealand.” Ross Morley - Managing Director GJ Gardner Homes Vic/Tas