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How can you align customer service training with your values?

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Customer service training is not only about teaching your employees how to handle customer inquiries, complaints, and feedback. It is also about aligning your training with your values, vision, and mission as a business. By doing so, you can create a consistent and positive customer experience that reflects your brand identity and culture. In this article, we will share some tips on how to align customer service training with your values.

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Anita Okoro, aPHRi?

Process and Capacity Development Officer @Kwik | Data Analytics| Virtual Assistance| Customer Experience

1 Identify your core values

The first step to align customer service training with your values is to identify what your core values are as a business. These are the principles and beliefs that guide your decisions, actions, and behaviors and communicate what you stand for and expect from your employees and customers. To identify your core values, ask yourself questions such as 'What is our purpose as a business?', 'What do we want to achieve and how do we measure success?', 'How do we want to be perceived by our customers and stakeholders?', and 'What are the non-negotiables in our culture and ethics?'. Once you have a clear list of your core values, you can communicate them to your employees and customers through various channels such as your website, social media, marketing materials, and policies.

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Anita Okoro, aPHRi?

Process and Capacity Development Officer @Kwik | Data Analytics| Virtual Assistance| Customer Experience
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This is the first and the most important step. Employees in organizations with unclear or undefined values tend to exhibit a lack of accountability, confusion, and low productivity.

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Alisha Nguyen
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Identifying your core values is a crucial step in shaping your company culture and your business. Setting these with your leadership team (or your whole team if you are small) is a great way to get everyone on board and involved so they live the values.

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2 Design your training objectives

The next step in aligning customer service training with your values is to design training objectives based on your core values. These objectives should be specific and measurable, achievable within the given time and resources, relevant to your values and customer service goals, and time-bound. To help you design these objectives, you can use the SMART framework. For example, if one of your core values is excellence, you could set a training objective such as: by the end of the training, employees should be able to handle at least 80% of customer inquiries within 10 minutes with a satisfaction rating of 90% or higher. This will ensure that your employees are adequately trained and knowledgeable about customer service standards.

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Anita Okoro, aPHRi?

Process and Capacity Development Officer @Kwik | Data Analytics| Virtual Assistance| Customer Experience
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Setting SMART training objectives helps employees understand what they are expected to learn at the end of the training. It gives them something to look up to.

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3 Choose your training methods

The third step to align customer service training with your values is to select training methods that adhere to your objectives and values. These methods should also consider your employees' learning styles, preferences, and needs. Popular training methods include classroom-based instruction with discussion and practice, online-based self-paced learning with interactive modules and quizzes, blended classroom and online-based methods, and on-the-job learning through doing, observing, and coaching. For instance, if innovation is a core value of yours, you can opt for an online-based approach that allows employees to access the training anytime and anywhere at their own pace.

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Anita Okoro, aPHRi?

Process and Capacity Development Officer @Kwik | Data Analytics| Virtual Assistance| Customer Experience
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Different training methods can be used based on the topic being addressed and how effective the chosen method will foster a deeper understanding. Regardless of the method chosen, on-the-job training should be added to help employees apply the learned skills to their daily activities.

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4 Evaluate your training outcomes

The final step to align customer service training with your values is to evaluate your training outcomes based on your training objectives and your values. This includes collecting feedback from employees and customers, measuring knowledge and skills before and after the training, monitoring and reviewing employee behavior, and tracking customer service statistics. For instance, if one of your core values is integrity, you can evaluate a training outcome such as a 50% decrease in customer complaints and a 20% increase in customer retention rate. These steps can help you create a customer service culture that is consistent, positive, and impactful.

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Anita Okoro, aPHRi?

Process and Capacity Development Officer @Kwik | Data Analytics| Virtual Assistance| Customer Experience
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Developing metrics that are attainable over a specified period can help to measure the performance of employees which in turn measures the effectiveness of the training.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you align customer service training with your values?

1

2

3

4

5

1 Identify your core values

2 Design your training objectives

3 Choose your training methods

4 Evaluate your training outcomes

5 Here’s what else to consider

Customer Service

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How can you align customer service training with your values?

1

2

3

4

5

1 Identify your core values

2 Design your training objectives

3 Choose your training methods

4 Evaluate your training outcomes

5 Here’s what else to consider

Customer Service

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