The Old Way to Train
Who remembers the golden years of customer service training? The new hire is marched into a cramped manager’s office on their first day of work and made to watch endless hours of VHS tapes on a very small television. This process was supposed to get the new hire ready to work outside that tiny office but in today’s challenging working environment, the old way doesn’t work anymore. Small and medium size businesses that rely on customer service to drive the bottom line need an affordable and efficient way to get new hires trained and ready to contribute.
The Post-Pandemic World
Hiring front line workers has always been an uphill battle. Entry level jobs are not the most sought after but became even less desirable after the Covid-19 pandemic. Low wages in the time of high inflation combined with a stressful customer service environment are hurdles in hiring quality candidates that can help drive business. Customers themselves are facing a trifecta of challenges:
- Higher prices
- Lower inventory levels and selection
- Less service personnel
Elevated customer tension adds to the woes of the frontline service worker and the increasingly stressful environment they have to function in. In addition to the lack of qualified candidates, businesses may experience higher and faster turnover as new hires crack under pressure and throw in the towel. For small and medium size businesses that rely on customer service to generate revenue, these factors will adversely affect profitability and sustainability. Businesses can’t afford to lose momentum and need new hires trained quickly and effectively so that they can start contributing to business generating activities.
The Dilemma of Training
There is no doubt that the post-pandemic business world has changed drastically. Resources are low and expenses seem to be ever increasing. Businesses that rely on customer service to drive the bottom line are facing a double whammy when it comes to the people part of operations and customer service.
- Having to recruit from a shrinking pool of qualified and excited candidates
- Higher rates of job abandonment and faster turnover
Hiring quality people takes a lot longer than it used to and downtime in the customer service part of the business can put a real dent in profitability. Time and resources away from engaging customers will always equate to lost revenue and opportunities. Small and medium sized businesses can benefit from a training process that efficiently gives new hires the skills they need to thrive when engaging with customers. Whether its a small upsell or a big ticket deal, a well trained and motivated customer service team will drive revenue and increase profitability.
Tensions in the Workspace
Most managers and business owners would agree that dealing with today’s consumer has its own set of new challenges. Perhaps the 2+ years of isolation has given some customers a sense of supreme entitlement while forgetting common sense and manners at the same time. Whatever the reason, businesses that depend on customers for revenue have to work with these ‘types’ of customers and ensure that behaviours do not greatly affect business activities. Tensions are high as consumers deal with an array of problems as mentioned but its up to the business to turn that into an opportunity. Giving front line staff tools to help diffuse tense situations, prevent escalations and turn negative engagements into positive interactions will drive revenue and productivity as well as increase internal morale.
A Faster Way to Respond
Small and medium sized businesses face new hurdles when it comes to hiring and training for customer service positions within the organization. A smaller and less willing pool of qualified candidates combined with increased tensions within the selling space are making it harder for managers and owners to ‘sell’ the position to potential new hires. Faster turnover of trained workers increases costs and reduces revenue possibilities when running a customer service based business. A well trained and motivated frontline customer service team is essential to driving revenue and increasing profitability. Capitalizing on each customer interaction is critical as consumers face an uncertain economic future in the near term. An affordable, subscription based training system can help small and medium sized organizations get new hires ready to work in a shorter time frame with less capital investment. Less spending and faster customer service output will always be the cornerstone to driving profitability.