New Hire Training Programs Based on Focus Group Results
If we utilize the focus group questions on employee training from page one, our new customer service representative may have to complete training that includes:
Customer Service Training – If the focus group has determined that customer service representatives have failed in the past, use their decisions on specifics you need to change these issues. For example, training should include items like the importance of a great attitude, how to deal with difficult customers and specific ways to resolve customer concerns.
Emphasis Training – Here, the focus group offers up what’s lacking in the current training and what needs to be improved. Assigning a mentor to guide the new trainee or having a buddy system for dealing with problematic concerns initially, will guide the new trainee making them the best at dealing with customer needs. Emphasis training is also a great venue to include what the focus group felt was most lacking in previous customer service training.
Departmental Interaction – Use the focus group results and implement agreed upon suggestions on defining departmental interaction, what the exact steps a new trainee would need to learn and master, and how the interaction from both sides will work in an organized fashion. Specific training in dealing with internal departments might include learning effective communication skills, a documenting process and follow-up techniques.
Candidate Recommendations – By analyzing the performance of past trainees, the focus group may feel it’s best to hire an experienced customer service rep, or one that will require less training time. Or, via group suggestions, it may save the company money to hire a trainee for a lower wage and allow them to blossom under new training techniques.
Specific Education – With customer service becoming so important these days, the group may determine the right candidate should have some sort of training such as seminars on customer relationship management (CRM) or training on leadership skills and decision-making.