The Customer Experience Bootcamp: Get Your Team in Shape or Watch Them Fail
Soft skills are so crucial in today's digital age of business. Without the necessary skills, your company's reputation could take a hit. It's vital to recognise the gaps in your team's abilities and give them the training they need to improve.
Warren Buffett was spot on when he said it takes 20 years to build a reputation and only five minutes to ruin it.
That's why, in episode 23 of The Master Your Business Podcast, I explore three tips in-depth to help train your team with the soft skills they need to ensure your reputation is as you intend it to be.
Here’s a snippet:
Tip #1: Assess Your Team's Current Skill Set
[05:11] Have you ever been out for a meal with someone rude to the waiting staff? It says a lot about their character, right? Well, how certain are you that your team treat your customers better than your rude meal companion did to the waiter?
Before you start training your team, assess their current skill set. This exercise will help you identify gaps in soft skills and pinpoint the areas that need improvement. You can do this with surveys, one-on-one meetings, or role-playing activities.
Tip #2: Make A Customer Experience Great Training Program
[06:08] Once you know what your team needs to improve, it's time to develop an excellent training program. Moreover, your training program should include hands-on activities, workshops, and training sessions. Make sure that the program is tailored to your team's specific needs.
Tip #3: Lead By Example, Boss!
[09:39] As a business owner or manager, it's essential to lead by example. Your team will look to you for guidance and inspiration. If you want your team to communicate effectively, show empathy, and think critically, you must demonstrate those skills day in and day out too. Remember that culture stems from your brand strategy, purpose, vision, mission, and values.
Make sure your team is clear on those values, and repeatedly say, "Help me, help you", to get everyone on the same page. (Yep, I’m a movie buff, and that’s a Jerry Maguire quote!)
Customer Experience Team Success In Summary:
Training your team in soft skills is super important for your business's success. Assess your team's skill set, develop an excellent training program, and lead by example. Don't just assume that your team has all the skills they need - take the time to give them the training they need to be the best they can be.
Remember, your reputation is on the line - and it takes a long time to build a good one, but mere seconds to lose it!