We Don't Need Training!

We hear it often. Companies say they don't need training for their staff members. Some companies just aren't aware of their blind spots. What do the customers really think? You may have plenty of KPIs to measure what you think is important. Just how many of those KPIs would your customers be interested in?

If you ordered a brand new piece of machinery that cost $1 million, you wouldn't dream of letting someone use it unless they had been trained how to. Why? Because you wouldn't want them to break it, you wouldn't want them to hurt themselves and you would want it to run at its most efficient level.

Surely it's the same for your clients. They are worth money to the business and yet we sometimes let people loose on our most valued asset - our customers - without sufficient training where they can damage relationships and certainly miss opportunities to be working or impacting on the most effective level.

Training doesn't have to be full blown classroom sessions. It is much more diverse than that. Short daily huddles for five minutes can be training. A poster reminding people of key points can be training. You can use videos, team meetings, coaching sessions, text messages, conferences, walk byes, emails, pre-shift check ins, post-shift check ins, video conferencing, phone calls and lunch room chats. There are so many ways you can employ mini training opportunities that can equip your teams to be more effective and less likely to make mistakes.

So, consider what is happening in all those areas where you don't think training is needed. Are you really confident that your customers are getting the best experience they can get or can you make some adjustments to improve?

For ideas on microlearning through short videos, check out LearningPlanet for soft skills training on Customer Service, Sales, Leadership, Stress and resilience and much more.