Track training progress
When creating your customer service training system, be sure to include a way to track progress and complete milestones. A seemingly never-ending batch of training materials can be demotivating and make it hard to know how it’s going. As a new employee works through the training, include pop quizzes and other quick assessments, to track progress, while also giving a sense of accomplishment and completion.
Allow for freedom but make sure to motivate
If you’ve hired someone, hopefully it’s because you trust in their ability to do the work and think they’ll be a good fit for the team. Keep that in mind as you create your customer service training. You’ll soon have to trust them to communicate directly with your customers, so start from a place of trust with training too. Give them the freedom to complete the training, be trusted to reach out when necessary, and establish the style of work you want them to develop from day one. This doesn’t mean to totally ignore them though. Track their progress, watch for signs of a problem, and be ready to offer encouragement and motivation when needed.
Create a rewards and recognition system
Many people are motivated by rewards, and most are happy to have their high-quality work recognized. Create a training program that includes ways to acknowledge a solid performance, as well as reward top performers. If you’re training a batch of people, look for ways to introduce peer recognition of fellow trainees. If you’d like to offer a reward, have the trainees decide who deserves it. Or when you’ve got a single trainee, encourage them to compete against themself by setting goals to improve personal scores over time, or give them a way to compare themselves to previous trainees as a simple way to assess where they’re at and reach for specific benchmarks.
Make motivating and encouraging part of the plan
While rewards and recognition can be a great motivator, make sure a new employee who’s not doing so well isn’t left to struggle and end up feeling discouraged. Instead of criticizing, look for ways to encourage and assist. Chances are they’re struggling with a specific area, not everything, so work to identify which is which and tailor training to those specifics for a better fit. A mentor, as described above, can come in handy in this situation too.