3 Ways To Incorporate Customer Service Training Into Your Employee Onboarding Process

Customer service has changed so much over the years. It used to be “the customer is always right” and now the focus is just as much on keeping your employees happy as it is on keeping your customers happy. Which makes sense because you value your customers and your employees, right?

In order to take care of your customers, you need to strategically invest in your employees and the overall culture of your company. After all, the more you do to create a positive company culture, the happier your employees will be to come to work every day – and the better they will treat your customers. Employees who feel cared about care more about the well-being of the company and will work harder to keep customers happy. With that in mind, here are three ways you can incorporate customer service training into your employee onboarding process to improve your company culture, employee and customer satisfaction, and your bottom line.

1. Investing In Your Employees Pays Off Every Time

   There are plenty of ways to invest in your employees as a means of improving your company’s future. At the very top of that list should be employee orientation and training. New hires should be properly welcomed and trained to handle every situation they may encounter during their employment with your company. Customer service topics should be included in the training so all employees understand that high-quality service is the expected standard.

   Training is an important step toward providing top-notch customer service, but it will take more than just training to ingrain this message to your entire staff. Customer service must be a cornerstone of your company culture. You can’t just say customer service is important – you have to make it important. To become a customer-focused organization, everyone from the top down needs to buy in and embrace the concept. From day one your employees have to be immersed in your customer-centric culture. You can accomplish this by giving them a warm welcome at orientation and again when they are tasked with their first assignment. Celebrating their decision to join your team and letting them know you appreciate the work they will do will go a long way toward getting your message across.

2. Highlight the Key Principles Of High-Quality Customer Service

   Simply glossing over the finer points of customer service isn’t enough. If you want your employees to provide excellent service every time, you need to get serious about training and find ways to reinforce your dedication to your employees and your customers throughout the training process.

   Your employee orientation and training should focus on your company culture and how you want things done. Whether your training is presented in-person or online, it needs to consist of more than just showing up and reading static material – it should be interesting and engaging.

3. Get All Your Employees Involved

   One of the best ways to invest in your company culture is to give your employees insight into what their teammates are doing. This means every employee, no matter their role, should be at least briefly trained on the job function of every department, including customer service. This is especially easy if your training is provided online and employees can take courses and refreshers when they have the time to do so.

   Customer service, probably much like your business, is an ever-changing and evolving thing and needs to be treated as such.