The Importance of Training in your Team
One of the easiest and most effective ways to improve Customer Satisfaction and Customer Service is through training. By ensuring that your staff have the requisite skills and knowledge not only are they better able to provide the right answers to your customers in a timely and effective manner, but they are also more motivated and effective when doing it.
By building a training plan into your budget, you are able to ensure that your employees get the right information for your business and not just "book learning" that might or might not be useful to your company. In addition, those companies that spend that little bit extra in terms of employee costs are rewarded with an increased level of employee retention. As finding the right employee is a very costly process, keeping the ones you have is well worth the investment.
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Types of Training
Training can be specific or generic in scope but in general you can split it into two different types - Internal and External. You could obviously split it in other fashions (Technical/Non-Technical etc...) but in all cases Internal and External works.
Internal Training - is generally provided by the company utilizing their own resources and staff. This enables the company to save significant amounts of money and also lets the business ensure that they are training the employees with the skills needed by the business. By utilizing existing staff the training can be personalized to the business and be very specific to the issues and challenges that staff will face on a day to day basis. Internal Training should always be used for new staff as they are most in need of a complete overview of the companies business, role and product set.
External Training - by contrast, External Training is generally significantly more expensive and most companies prefer to minimize this wherever possible. However in some cases and for some subjects this is simply not possible. External Training should be utilized whenever you do not have the skills in house and most especially when you are trying to build new skills into your business due to technological or product change. In addition, for those companies that are "certified" - external training is extremely useful in ensuring that their employees are able to maintain the certification.
For those employees identified as "important" to a business either due to their skills and abilities, tenure or just general need, a training plan needs to be put into place to ensure that they are able to do their "new" job as well as they do their existing job.
It is almost criminal to throw someone into the deep end with a new role and to hope that they will be successful without educating them on how their new job works and what they are required to do in their new role.
While this sort of training can be either Internal or External it is essential that a detailed curriculum be created and provided so that the new employee knows they are getting all the required tools, and also has something to refer to once the training has been completed.
Benefits to Training
Overall the benefits to training are manifold and evident. However for those wavering on the fence provided below is a list of some of the most important benefits to training:
- Improved Employee Retention
- Improved Employee Job Satisfaction
- Improved Employee Morale and Motivation
- Improved Customer Satisfaction
- Improved Business Efficiency
- Improved Business Productivity
- Improved Business Product Set