How can you align customer service training with your values?

2 Design your training objectives

The next step in aligning customer service training with your values is to design training objectives based on your core values. These objectives should be specific and measurable, achievable within the given time and resources, relevant to your values and customer service goals, and time-bound. To help you design these objectives, you can use the SMART framework. For example, if one of your core values is excellence, you could set a training objective such as: by the end of the training, employees should be able to handle at least 80% of customer inquiries within 10 minutes with a satisfaction rating of 90% or higher. This will ensure that your employees are adequately trained and knowledgeable about customer service standards.

3 Choose your training methods

The third step to align customer service training with your values is to select training methods that adhere to your objectives and values. These methods should also consider your employees' learning styles, preferences, and needs. Popular training methods include classroom-based instruction with discussion and practice, online-based self-paced learning with interactive modules and quizzes, blended classroom and online-based methods, and on-the-job learning through doing, observing, and coaching. For instance, if innovation is a core value of yours, you can opt for an online-based approach that allows employees to access the training anytime and anywhere at their own pace.

4 Evaluate your training outcomes

The final step to align customer service training with your values is to evaluate your training outcomes based on your training objectives and your values. This includes collecting feedback from employees and customers, measuring knowledge and skills before and after the training, monitoring and reviewing employee behavior, and tracking customer service statistics. For instance, if one of your core values is integrity, you can evaluate a training outcome such as a 50% decrease in customer complaints and a 20% increase in customer retention rate. These steps can help you create a customer service culture that is consistent, positive, and impactful.