How can you ensure consistent customer service training for employees in your small business?

Posted by Robert Norton on

How can you ensure consistent customer service training for employees in your small business

It all starts with a strong, documented values statement that is taken very seriously at every stage. This means enforcing it and using it as a basis for reviews, bonuses, and promotions in a visible way.

Here are more key component of a process that will work:

  1. Training for employees in this and your company's value proposition. Including ethical behavior for long-term, mutual benefit. A win-win relationship with customers, not a transactional one. A culture of customer service. Employees are not allowed to bad mouth customers. That is attitude and can run off the rails if not limited.
  2. Use video recording Learning and Development system (LMS) for consistency and easy initial training to guarantee every employee is trained and tested properly.
  3. Have a customer feedback loop, like listening in on calls, as Amazon executives are required to do. What is watched is taken seriously. This is called the Hawthorn Effect. i.e. a sign-out sheet on the supply cabinet reduces theft because it sends the message we are watching.

    See my free course on the steps and skills to design, build and launch a startup 
    here:

  4. Of course, it all starts with hiring the right people. See my video on "Hiring for Culture" and how Southwest Airlines does this here. This short video is a masterclass in creating a proper culture for your company.
  5. Management must act consistently with the values and make larger decisions consistent with these, too. “Walk the talk”.

Register for a free workshop on growing companies at: https://airtightgrowth.com/growth-and-scaling-workshop/ 

This monthly event is for CEOs at $1M plus companies and those preparing to scale in the years to come. It is held on the first Wednesday of each month and replays are sent to registrants. All twelve sessions are available for a fee, with recording for your entire management team. And get lots of free resources for startups under $1M annual sales at www.EntrepreneurshipU.com. We help companies get to $10M, then $100M in sales after product-market fit is achieved by installing everything needed to scale.

See www.AirTightGrowth.com 

 


Bob Norton is a long-time Serial Entrepreneur and CEO with four exits that returned over $1 billion to investors. He has trained, coached and advised over 1,000 CEOs since 2002. And is Founder of The CEO Boot Camp™ and Entrepreneurship University™. Mr. Norton works with companies to triple their chances of success in launching new companies and products. He helps established companies scale faster using the six AirTight Management™ systems. And helps companies raise capital.
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