How can you identify the key customer service training needs for your organization?

In my current organization, one of our core values is Customer-Centricity. This means that the company's strategy is putting the customer first and at the core of our business. The first gauge in assessing the level of the customer service in any given organization is by conducting an evaluation using the Net Promoter Score (NPS) as a metric. Your CX survey will give you an indication of where you are (level of CX). You could then meet with your leadership to present your findings and to agree your CX standards, KPI, metrics, etc. Training your employees is the last step (if the gap would warrant a training intervention).

Other important considerations will be (not limited to): - Analyze Customer Feedback & trends of customer queries -Benchmark against competitors -Gather frontline employees input -Map customer journey -Gather Data Analytics on Service Metrics

I think it's very important to follow these steps: - Evaluate what actions to take, such as surveys, emails, funnel, and callbacks and the time. Is very important to have fast actions. - Assess new actions to improve the service. - Consider introducing an artificial intelligence system to enhance repetitive tasks and assess customer satisfaction. For example, AI can call customers and administer surveys. - Evaluate the ROI, including how many customers update their products or renew their services annually. - Assess competitors in the same industry and identify the effective strategies they use.

It is very important to know the current state before starting off Analysing customer feedbacks or reviews. Mystery audits can be a tool. Intra dept audits Analysing employee behavior at various customer engagement points is highly important to gauge the variance.

Aqui é importante compreender de forma ampla os desafios do momento atual. Use um ou mais métodos para descobrir, mas não deixe de ouvir quem vivenciará o treinamento. Muitas vezes traçamos estratégias que são muito interessantes na teoria, mas estão bem distantes da real necessidade de quem irá receber a ação de treinamento. Então, abra uma escuta ampla com as pessoas impactadas e interessas, escute de forma genuína e empática a necessidade delas.

From my experience, this is a crucial aspect because it enables us to oversee and enhance employee performance, as well as to pinpoint the critical areas needing intervention. We conduct our monitoring with the utmost regard for privacy, focusing on the actions needed to satisfy our customers. Additionally, we assess the effort required, in terms of time and employee involvement, to update the product and to understand customer needs, as well as how we can address them.

This could be considered one of the universal mysteries in the L&D world. Is there a one size fits all perfect method or framework? That would certainly be nice! It does of course require time, though fullness, effort, and experience. Most L&D teams skip what I consider to be one of the most important steps when choosing the most effective training methods . . . assessment and analysis. In simple terms, dig in, explore, ask thoughtful questions vertically and horizontally in the organization, find out what has been tried, what hasn't, and develop a clear picture before making any decisions. Consider alpha testing with small focus groups before launching an enterprise wide solution. Don't be afraid to take the extra time to do it right.