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Media Training 101 -- the Secrets of Writing a Good Press Release
Does the thought of trying to get publicity for your business
seem like something that you can't do yourself, and would have
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The Sales Training Series: Sell By Agreeing On At Least 3 Needs
Salespeople know that they’re supposed to sell to the customer’s needs. Here is the classic—and tragically wrong—way they usually learn to do it: Uncover the first need. Begin a product presentation, covering features and benefits, and then...
TRANSITION TO LEADERSHIP TRAINING
Introduction: “Why the need for a transition” Human beings generally thrive on personal achievements. True leaders, on the other hand, thrive on the achievements of their team members. Highly effective leaders guide, assist, and coach team...
UML Training - Avoid Analysis Paralysis!
I've been in several situations in which students would stop me
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Where to Get Forex Training
For those of you who are interested in forex trading, you may want to start off by getting some good forex training. Forex training is a necessity for anyone with this interest. This is because a lot of money is involved in forex trading. If...
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The Critical Role of Training
There is always an excuse for not providing employees with training opportunities. Very few people articulate these excuses to either their customers or their staff, but the net effect is still the same.
When the economy was good and employees few, the excuse was, "Why worry about customer service training? Demand is so high that if we tick-off a few customers, so what - there are more lined up at the door. Average employee tenure is so brief, why should we train them so they can go work somewhere else?"
Now that the economy is poor and training is one of the first areas most companies cut, the excuse is, "We are laying off employees - we can't justify the expense of training."
Both indicate an arrogant disregard for both the employees and the customers. I have addressed the shortcomings of the first excuse in previous articles and newsletters. Permit me to briefly address the second.
At a time when every customer has suddenly become precious and you are expecting more of the remaining employees following a downturn, how can you not justify training?
To the customer, it indicates that you care about obtaining and retaining their business. To the employee, training indicates that you are willing to make an
investment in them and the future of the company. Even though you are asking them to accomplish more, you are willing to give them something in return - the training to enhance their skill set so that they can serve the customer better.
Lest you think this is totally self-serving, I will let you know why I do what I do; it is a sincere passion for the customer experience and the joy of watching an employee blossom when given the tools to do the job. Both of the excuses listed above have the same net effect - customers are poorly served and employees remain demoralized and unmotivated.
Good training produces guaranteed quantifiable benefits. If your training has not done that then you need to find a training provider that will measure effectiveness and guarantee results - WOW!
About the Author
Carol Verret and Associates, offers training and consulting services to the hospitality industry in the areas of sales, marketing and customer service. Carol's latest training product is a comprehensive customer service system, ResultsWOW. Learn more about her services, at http://www.carolverret.biz.
Be sure to subscribe to her newsletter, ResultsWoW Customer Service Newsletter by sending an email to subscribe-on@carolverret.biz
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