Archive for July, 2008

Customer Service Training Basics

Sunday, July 27th, 2008

Customers can be the most awkward people in the world to deal with, yet are also the most important people to a company. This is why most companies have an entire department dedicated to dealing with customers. It is essential that the training that the customer service department receives is of the highest quality, as it the part of the company that customers will have the most contact with.

One of the things that needs to be done in customer service training is to make sure that good customer service and bad customer service are defined in ways that everyone can understand. Some people may not be providing good customer service, but may not realise that they are not providing the correct service.

Another thing that needs to be looked at is to make sure that the staff understand how important it is to be clear to clients, clients often misunderstand what they have been told, just as staff can misunderstand what clients are telling them. It is important that staff realise this, and that they appreciate that both sides to a conversation can be misunderstanding the other one, and the issues that this can cause.

Staff also need to look at how they gain the clients empathy and confidence, as these are two of the most important things to gain in a client to help them as much as possible. If they feel that they understand the company, and look upon the staff favourably, it can help solve a lot of potential issues very quickly.

Training Managers To Become Creative

Saturday, July 26th, 2008

It seems rather an odd idea, training people to be creative, but it is something that is sometimes required, especially by managers. You will sometimes come across a manager who has either forgotten how to be creative or feels that they don’t have the time to do so. This is obviously a waste of ideas and creativity that all companies require to stay fresh and compete in the market. Releasing the ideas of current staff can be one of the best ways to come up with new ideas or products for the company to deal with.

Areas to look at when helping people to become creative include:

  1. Building on the ideas of others - there is no shame in taking an idea that someone else came up with and then adding extra to the idea, improving it and making it better.
  2. How to break mental habits that may be hindering the creative process.
  3. How to think laterally and approach problems from different directions than you would otherwise normally do.

Creativity is not something that can be forced through training. What training can do is to help people to unlock the creativity that they had either forgotten about or never knew they had. Providing management training to help be creative will have benefits that will be seen throughout the entire company.

Teamwork - Can You Train It?

Saturday, July 26th, 2008

Teamwork is something that is required for companies to do well. However, it is also something that can fall by the wayside on occasion, with office politics, popularity and other such workplace occurrences that cause a lot of disruption to the ability of staff to cooperate and work together as efficiently as possible.

However, can people be trained to use teamwork to achieve the companies goals? The answer is yes. There are a wide range of techniques and practices that can be used and taught to help foster teamwork within a group of staff. One such example is the use of employee workshops for the entire team to help improve their effectiveness and communication skills.

The employee workshop can look at helping staff to understand what makes a successful team and by association what makes a better team player, and how they can work towards this. They can examine all roles within the team, and try and gain an understanding of individual peoples strengths and weaknesses within the team, and how they fit into the team as well. One of the most important thing to do is to get the team to look at what barriers to communication exist, and if any changes need to be made there. The way in which group decisions are made is also something that needs to be looked at, to see if any inefficiencies can be removed.

If there is a group of people who are meant to be working in a team but are instead lacking any sort of teamworkability and are not functioning as efficiently as possible, it is important to find the root cause of this and then provide training to help fix the issue.

Training Management To Interview Potential New Staff

Saturday, July 26th, 2008

An area of management training that can sometimes be missed is that of interviewing and recruitment. While it is something that is essential to the growth of a company - if you do not recruit new staff, how can a company grow?

There are several key points to focus interview and recruitment training on, including:

  • Increasing the confidence and competence of management in interviews
  • Helping management to understand the purpose, value and objectives of interviews
  • How to take a structured approach to interviews
  • How to make sure that the most relevant people to the needs of the company are hired.

This is obviously an area where role play will work very well, either between staff, or by the introduction of actors into the mix, to help staff deal with issues and scenarios that they might not have thought of themselves. However, interviewing techniques are something that can vary from person to person, as there is no one right way to conduct an interview. From a more casual chat, to a strict test based interview, different techniques will suit different managers, and will also vary depending upon the job being interviewed for.

Negotiation In Sales

Friday, July 25th, 2008

Being able to bargain with a client to get a mutually beneficial agreement is a very important skill for a sales person to have. It is a skill that allows sales people to both close more deals, but also to close deals without as many concessions to the client as there might have otherwise been, helping to increase margins.

There are a great many different areas of sales negotiation to train sales staff in, however, a lot of them revolve around the fact that the most important thing in sales negotiation is information. The more information you have, the easier it is to know what the client wants, what they need, and what they can afford. Much of the negotiation process is finding out this information, so that you can provide a solution that is what the client is looking for.

You must make sure that sales negotiation is included in the overall sales training schedule for the sales team. It is important to make sure that everyone understands how being a better negotiator can help to make them a better sales person.

What To Aim For With Sales Training

Friday, July 25th, 2008

Sales training can cover a lot of areas, and while it is easy to focus on some areas and not on others, it is important that you spend time planning training sessions that cover all the relevant areas. Obviously you can split these sessions into smaller ones, but it is important that you make sure that all the relevant areas are covered. You need to identify what you want people to take from these training sessions and make sure that what you have planned will provide this outcome.

For example, if you were planning a sales training exercise, where you were going to be looking at working on face to face selling, then the outcomes that you would be looking for could include:

  • More sales being made.
  • Greater understanding of customers needs and their buying wants, allowing for better sales presentations.
  • Understanding buyers concerns and resistance and being sympathetic to them while at the same time overcoming these issues.
  • Building better relationships with clients.

Once you know what outcomes you want, you can then make sure that the training is going to cover alll of these areas, and that the sales staff attending the training will gain maximum benefit from it.

Making Sure That Training Role Plays Are Relevant

Friday, July 25th, 2008

Using role play is an accepted and very useful form of staff training, for all levels, from the simplest of employee workshops, to three day management training courses. The most important thing is to make sure that all role play scenarios are relevant to the current are of training. The people who are involved in the role plays must relate to the scenarios, and feel that they can take what they have learnt from the the role play and put it straight into their own work. There are a great many different possible role plays for any particular area of training, so picking the ones that will help the most can be quite tricky. There are several steps you can take to make sure that choose the most important and relevant scenarios though.

The main step is to research into the people you are organising training for. You need to know what they have to deal with on a daily basis and where any issues may lie. While you can get a lot of this information from their managers, it is important to remember that the managers may not know all of their staff issues, so it is best to find out what scenarios staff have to deal with by watching them at work. The more of a feel you get for the issues that the staff have to deal with, the better the training will be.

You should also pay close attention the feed back from previous training sessions. Obviously if this is anew training session, then there will not be any feed back. However, in all other cases you must ensue that you gain feedback from the people taking part in the role playing exercises, so that you are able to gage how helpful each of the role plays was. When you know what works, you can concentrate on the role plays that are not helping the staff in their training as required.

Don’t be afraid to change role plays if they are not working. If the role play is not working, not only will you not be helping the staff in their training, you will also be putting them off these sort of training exercises and damaging their future training.

Helping Managers To Manage Change

Friday, July 25th, 2008

Today, we exist in a very turbulent world, and companies have to change and adapt to outside influences to both prosper and survive. This can be a very tricky thing for managers to deal with, both as a member of staff, but also as a manager and how they help their staff to cope with the changes.

For any major change in a company, there are several stages that will be gone through:

  • Denial
  • Anger
  • Rationalisation
  • Acceptance
  • Growth

It is important that managers can recognise these and help staff to cope with them. A company whose staff are fully aware and prepared for any changes that occurring will always react better to the changes than one where change is sprung upon them.

All the managers within the company need to be in very close communication with each other, making sure that they all work together so that any changes that occur in the company will cause the minimum amount of hassle for their staff. It is also important that managers notice and deal with any issues that do occur as soon as possible. Providing management training that covers how to deal with changes within a company is a part of the overall training plan that should not be ignored.

Things To Look For In A Training Company

Thursday, July 24th, 2008

Hiring a training company to help with sales training or management training is an important step to make if you are dedicated to providing the best possible training to the people in your company. There are several criteria that you should look at that to help you to choose the best fit training company to your own company. Remember, you will be working very closely with them, so you must make sure the training company that you do choose fits in with your own company ethos. The questions you should ask include:

  • Does the training company understand the culture of your business, and will they be able to shape training programs so that they fit withing these criteria?
  • Will the training that will be delivered provide the required experience to your staff?
  • Can you trust the training company to maintain their standards as long as we use them?
  • Will the training company become part of our team, yet also manage to stay far enough removed that they can look at our company through fresh eyes?
  • Will the training keep the interest of everyone involved and ensure that everyone takes as much as possible from the training?

Obviously every training company that you approach will be different, but it is important to make sure that you feel that the training company that you choose is able to provide everything that is required and helps to implement training schemes that will provide benefits for your company long into the future.

What Is Experiential Training?

Thursday, July 24th, 2008

Experiential training is the process of learning through doing. There are many things that you can learn about by watching videos, attending lectures and presentations and even reading books. However, you can only learn how to do them by actually doing them.

While this is a proven way of learning, it does cause some obvious issues. For example, with customer service, do you let the person who has never had to take a support call deal with complex issues from their first day? The answer is obviously no, but then how do they learn how to deal with these phone calls - listening in on others as they take these calls may help, but it is no replacement for experiential training. The answer to this issue is simple - use role play and actors to help create a meaningful scenario with believable reactions in which to create an experience which provide experiential training to all staff involved.

Sales training is an area where people will greatly benefit from experiential training. With the use of actors in role plays, the sales team will have to deal with a far wider range of characters, and ones that are far more believable than if a colleague was playing the part - the actors will be able to portray a sceptical potential client or an angry client far better than a member of the sales team would be able to.

There are very few areas where the use of role playing with actors would not provide a great experiential training lesson to all staff involved.