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What do you do if your new customer service employees are disengaged during onboarding?

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Discovering that new hires in your customer service team are disengaged during onboarding can be disheartening. It's crucial to address this early to foster a motivated workforce capable of delivering exceptional service. Engagement is not just about being present; it's about being mentally and emotionally invested in the learning process. The onboarding period is a critical time for instilling company values and operational knowledge, which can be challenging if your new employees seem disconnected. By taking proactive steps, you can turn this around and ensure your customer service team starts on the right foot.

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1 Assess Needs

To tackle disengagement, first understand the root causes. Are the training materials outdated or is the delivery method not resonating? Engage with your new hires, soliciting feedback to identify specific areas of disconnect. Perhaps the pace is too fast or too slow, or the content doesn't seem relevant to their role. This insight is invaluable; it allows you to tailor the onboarding experience to their needs, making it more interactive and enjoyable. Remember, a one-size-fits-all approach rarely works in training, so be prepared to adapt.

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2 Personalize Training

Once you've identified the issues, personalize the onboarding process. If a new hire is struggling with certain concepts, provide additional resources or one-on-one coaching. For those who learn better through hands-on experience, incorporate more practical exercises into the training. By showing your willingness to accommodate different learning styles, you'll not only improve engagement but also demonstrate that you value your employees as individuals. This personal touch can significantly boost morale and commitment to the company.

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Ludo Raedts

Business Development @ RIFF | Customer Engagement
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Traditional training sessions where new hires sit in a classroom for a week are outdated. You should try to find interactive ways of training with a lot of examples. Let new hires take a (fake) call or chat right from the start. Let them do mystery calls. Build in tests after each segment.

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3 Encourage Interaction

Interaction is key to engagement. Create opportunities for new hires to collaborate with peers and seasoned staff during onboarding. This could be through group activities, role-playing scenarios, or discussion forums where they can share experiences and ask questions. These interactions help build relationships and a sense of belonging within the team. Moreover, they can break up the monotony of training and allow for real-time feedback and support, which can be incredibly motivating for new employees.

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Mohammed Rashid

Assistant Manager US Payroll
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For new hires it would be great to access their awareness of the Organisational mission and vision followed by what is expected from them.Adding to that,121s are crucial to access each one's personality and readiness for the role because sometimes wrong hiring can be the main reason.So,hire as per the skills required so that the individuals are not low and disengaged.

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4 Monitor Progress

Monitoring progress goes beyond tracking completion of training modules. Set clear milestones and check in regularly to discuss achievements and areas for improvement. Use these sessions as a platform for encouragement and constructive feedback. Acknowledging progress, no matter how small, can boost confidence and engagement. These check-ins also allow you to adjust the onboarding process as needed, ensuring that it remains effective and responsive to the needs of your new customer service employees.

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5 Offer Support

Offering support is crucial. Make sure new hires know whom they can turn to with questions or concerns. Assigning a mentor or buddy from the existing team can provide them with a go-to person for guidance. This support system helps new team members feel valued and reassured that help is available when needed. A supportive environment is conducive to learning and can significantly reduce feelings of disengagement during the onboarding process.

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6 Recognize Effort

Finally, recognize and reward the effort put in by new customer service employees during their onboarding. Simple gestures of appreciation can go a long way in boosting morale and engagement. Whether it's public recognition during a team meeting or a personalized note of thanks, acknowledging their hard work reinforces positive behavior and shows that their contributions are noticed and valued.

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7 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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Ludo Raedts

Business Development @ RIFF | Customer Engagement
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You need to get your support staff involved in the products or services that you offer. So let them use your product. Let them visit a shop or showroom. Let them do an application. Let them meet colleagues from other teams.

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What do you do if your new customer service employees are disengaged during onboarding?

1

2

3

4

5

6

7

1 Assess Needs

2 Personalize Training

3 Encourage Interaction

4 Monitor Progress

5 Offer Support

6 Recognize Effort

7 Here’s what else to consider

Customer Service

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What do you do if your new customer service employees are disengaged during onboarding?

1

2

3

4

5

6

7

1 Assess Needs

2 Personalize Training

3 Encourage Interaction

4 Monitor Progress

5 Offer Support

6 Recognize Effort

7 Here’s what else to consider

Customer Service

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