¿Cómo se puede mejorar la formación en atención al cliente para los nuevos empleados?

Evaluate your training program by gathering feedback from participants, analyzing performance metrics, assessing skill development, and measuring knowledge retention. Use surveys, assessments, and post-training evaluations to gauge effectiveness. Consider employee feedback, track success stories, and identify areas for improvement to ensure ongoing enhancement of your training initiatives.

I analyze the training for new hires, first off by being very approachable by new hires. To do this I show them, I would not ask them to do any jobs I wouldn't myself do and that I am willing to jump in and help when needed. I then analyze training for new hires, by lookingvat the new hires perspectives. I will watch new hires to see if there are any particular areas that a new hire is struggling, ensure to ask many questions to gauge the new hires depth of knowledge and I listen to new hires general experience during training

- Is there a module on problem-solving and decision-making? - is the information needed about 11 seconds away from the mouse cursor? - is ongoing training and development encouraged? - is it ok to fail fast to learn fast? - how do we make sure, our representatives are well-versed in the features and benefits (and challenges) of our product, as well as able to compare to product of the competion? - can our new hires bond with our people and mission? - is there room to reflect and take a break?

Buddy them up with a member of the team who gives great service consistently. This will show the new recruit what our expectations are. Also, encourage them to ask questions if they are unsure of anything. Misinformation is dangerous and damages companies reputations quickly. Always remember... there's no such thing as a stupid question

Customer Service is a constantly changing area. What worked last year, or even last month, can quickly become outdated given the current environment. Training should be evaluated monthly whenever possible, or bi-annually at a minimum. Training new employees with outdated, ineffective applications can result in deficient performance for the employee and poor experiences for customers, which impacts ROI for the business.

Defining customer service goals and standards is essential for ensuring a consistent and high-quality experience. It sets clear expectations for your team, promoting a unified approach to customer interactions. Establishing specific goals helps measure success and identifies areas for improvement. Consistent standards contribute to customer satisfaction, loyalty, and positive brand perception. They also empower employees by providing a framework for delivering exceptional service, leading to long-term business success.

Una de las claves del éxito definitivamente está en el acceso a la información,mantener procedimientos claros y conocer a la perfeccion el producto permitirá al tus nuevos empleados ofrecer al cliente la experiencia y atención deseada

This is key to any training for customer service new hires. Setting goals and standards not only ensures that all your representatives are on the same page when communicating to your customers, it also ensures that they are communicating in a way that represents your company's values. In our Quality Assurance department, we have implemented evaluation forms that allow us to give integral feedback for our phone representatives. We evaluate everything from their tone to their conflict resolution skills. Using these evaluation forms, we can help our team leads provide effective coaching to hone our representatives' skills. It is important when evaluating their skills to give both positive feedback as well as constructive criticism.

Putting the customer first is paramount, as they are who fund your paycheck. Best to put yourself in their shoes, when encountering conflict. Instead of an attempt to prove the customer wrong, discover what it is that caused the problem. Agree with them on the level of difficulty, and walk with them through to the solution. This shows you are on their side, and builds a stronger working relationship. They will be assured who to turn to, should problems arise in the future.

Offer PUSH and PULL content: (inspired by Nick Shackleton-Jones) Push relates to all experiences and demanded content, while Pull are all resources that help people on their own terms (including time and location) and fingertips (easy to find).

It isn’t enough to just read through a manual, or search an engine to find any answers to questions. A walk-through, hand-in-hand guidance is the reasonable approach. Even if it is a simple screen-share huddle while working remote. Giving a visual example in real time while explaining the steps verbally is much more productive than simply directing questions to a written article customers must flip through and read. Time is wasted this way, especially when more questions pop-up.

I strongly believe this is very important in the hospitality industry. And this role-play activities should be done as a team, with all the different situations the new hires will most likely experience day by day. Also discuss the best ways to handle every situation will keep improving the service.

Analogies are the best way I have found to put explanations into clearer focus. “Dumbing Down” may not be the nicest term to use. It is merely changing perspective. A “Second-Look” or “Third Eye” are better phrases as description. Placing an example to closely mirror what is in question. Simplifying answers when putting them in a new way can open doors for understanding. They shed light on blockades which have prevented customers in moving forward. Frustration can be a large roadblock for any customer seeking solution.

Simular con los nuevos empleados momentos tensos en la atención al clientes muy importante porque pondra al nuevo empleado en la situación de que debe hacer en caso de tener un cliente inconforme con el servicio brindado

El incorporar en el proceso de formación ejemplos que se ajusten a las experiencias diarias del servicio y escenarios reales permitirá que de forma fluida y coherente se pueda ofrecer la respuesta deseada.

When providing feedback to a newcomer, aim to delegate a significant portion of this process to them. Before each one-on-one feedback session, encourage the individual to conduct a self-analysis for the preceding period. This ensures that the person takes full responsibility for their self-development and onboarding process. While a supervisor can certainly add feedback on aspects not covered by the individual, the majority of points should be prepared by the newcomer. This approach fosters a sense of ownership of the onboarding process and overall performance.

La formación continua no sólo debe plantearse como un proceso en el que se refuerza la información del servicio o producto, es importante que tu plantilla sepa identificar como administrar ese conocimiento, facilitar las herramientas que le permitan identificar escenarios y el como poder obtener el resultado deseado y la satisfacción del cliente

It is crucial to periodically review your onboarding plan for newcomers. When undertaking a reassessment of the program, ensure that not only supervisors and quality assurance specialists are involved but also recently onboarded individuals and those who have been with the company for an extended period. This inclusive approach will contribute valuable perspectives to enhance the effectiveness of the onboarding plan.

Refrain from using smile-sheets as a tool for evaluation of learning effectiveness. There are fantastic (easy to understand plus research-based!) resources out there that help to build great "performance focused learner surveys" (You can google that one:).

What really helps: make people care. The faster the realization sinks in WHY we do what we do, the quicker the HOW is incorporated.

In my Excperience The most way will be very helpful for new hires Make them face live examples Like Training will be live and make them communicate with each other’s as a client and CM service This help them to do mistakes and learn from it at the same time and also will not effect their performance and also when they get involve with real clients their will be no mistakes may be 99% good performance and only 1 % mistakes which is very good at the begining