How can you ensure your customer service training stays current?

As a field service engineer, while you're on site ask the person who is actually using the equipment if they have the newest user's guide. That's the best way to get them interested. So many times I've met operators that got what I call "trickled down training " this is where the manager went to the week long training session at the manufacturer's main offices then came back and gave watered down training to the technician. After that guy resigns they gave bare minimum training to their replacement. A field service engineer should be very interested in training their customers because that's what keeps down service visits.

To ensure that your customer service training is current and relevant, you need to measure its impact and outcomes. You can use various tools and indicators to evaluate your training effectiveness, such as quizzes, tests, surveys, feedback, or metrics By regularly evaluating and updating your customer service training program, you can ensure that your team remains skilled, adaptable, and capable of providing exceptional service in a constantly evolving business environment.

Continuous Assessment: Regularly assess training materials, modules, and methods to identify outdated content or techniques. Industry Research: Stay informed about industry trends, emerging technologies, and evolving customer expectations through research and market analysis. Customer Feedback: Actively collect and analyze customer feedback to identify areas where training can be improved to meet their changing needs. Employee Involvement: Involve frontline customer service representatives in training development and updates, as they often have valuable insights into customer pain points and changing demands.

Benchmarking: Compare your training program to industry benchmarks and best practices to ensure it remains competitive. Technology Integration: Incorporate the use of technology in training, such as e-learning platforms, which allow for easy updates and scalability. Certifications and Qualifications: Encourage or require customer service staff to pursue relevant certifications or qualifications to ensure they remain up-to-date in their field.

Cross-Department Collaboration: Collaborate with other departments, such as product development or marketing, to ensure training aligns with overall company goals and product/service updates. Regular Review Cycles: Schedule periodic reviews of your training program to ensure it remains aligned with the evolving needs and goals of the organization. External Resources: Consider bringing in external experts or trainers to provide fresh perspectives and insights into training updates.