Is Training Really the Answer?
As a trainer, the gut response in me wants to almost always want to answer this question with an emphatic “YES!” I mean, if there’s nothing to train, then there’s no need for facilitators and instructional designers. So, of course, training MUST be the answer. The client came to me with a problem and asked for help creating training to solve the problem.
Our job with clients is to ensure that there is a way for the client to look good and for us to show that we have accomplished our goal.
Which means that sometimes, for those 2 things to be true, training may not be the answer.
Last year, I had the experience of a customer reaching out asking for customer service training. Initially, I thought, ok, great. I have some already laid out that could be useful, I thought, before our first touch base call. In the call, I asked the question, “What led you to think that customer service training would solve your problem?”
The customer paused and at first looked at me. “Why would you ask me that? Don’t you want this business?” Then they said, “Our reports from customers have said our customer service wasn’t good, and it looks bad on our report.”
This was great at getting to the why this change was being started now; however, there’s still more to find out before knowing if training was really the answer.
Me: “Interesting, was this different from other reports, or the first time getting feedback on customer service?”
Client: “It’s the second time in 6 months we’ve gotten this feedback. I don’t know why. Most of these agents have been here two years or more!”
Me: “Is there anything that would’ve changed that made the feedback change?”
Client: “I’m not sure, I just know it needs to be fixed.”
Me: “What does fixed look like to you? How will you know that they are successful at what you are looking for with customer service?”
Client: “I’d like to have no reports of customers getting hung up on during transfers. That seems to be mentioned in a lot of the feedback.”
Me: “That sounds fair. I know I’d be upset thinking I was being transferred and instead was hung up on. That sounds to me like a phone skill that may need a refresher that would help boost your scores. Is there any training for the phone system that employees have already had?”
Client: “It’s been a while. The new phone system people gave us some training, but that was a while ago. I guess maybe we all need a refresher.”
Me: “This sounds like this could be solved with a reminder and a handout that could be placed by phones to help customer service agents hit the right buttons for the transfer to be successful. What would you think if we first try creating this sheet, and you could try this approach of solving the problem with a reminder and a training sheet? If you aren’t noticing a change in your customer feedback scores, we can revisit what else might help make your team more successful in their approach to receiving positive customer feedback.”
Taking the time to do an in-depth analysis with the client for what truly is their need and how they will see success. Many times, managers may just be seeing the problem and not realizing there may be an easier issue that could fix it in a shorter time and be the right solution for the problem. Customers are also grateful to you for taking the time to understand what their needs truly are so that they are successful and will go far in their impression of you and how you work.
