How can you reinforce customer experience training after the initial training?

1 Use microlearning

Microlearning is the practice of delivering bite-sized, focused, and engaging content that reinforces key concepts and skills. You can use microlearning to refresh your staff's knowledge, test their understanding, and challenge them to apply what they learned. For example, you can create short quizzes, videos, or scenarios that cover topics such as product features, customer service standards, or sales techniques. You can deliver microlearning through various platforms, such as mobile apps, emails, or intranet.

2 Provide feedback

Feedback is crucial for learning and improvement, but it needs to be timely, specific, and constructive. You can provide feedback to your staff in different ways, such as coaching, peer review, or customer surveys. You can also use feedback to identify gaps and areas for further training. For example, you can use a feedback form to ask your staff to rate their performance, identify their strengths and weaknesses, and set goals for improvement. You can also use feedback to praise your staff for their achievements and motivate them to keep learning.

3 Recognize achievements

Recognition is another way to reinforce customer experience training and boost your staff's morale and confidence. You can recognize your staff's achievements in various ways, such as rewards, certificates, badges, or public announcements. You can also use recognition to encourage your staff to share their best practices and learn from each other. For example, you can create a recognition board where you display your staff's accomplishments, testimonials, or tips. You can also use recognition to celebrate your team's milestones and successes.

4 Monitor results

Monitoring results is important to measure the impact of customer experience training and to make adjustments if needed. You can monitor results using various metrics, such as sales, retention, satisfaction, loyalty, or referrals. You can also use results to communicate your expectations and goals to your staff and to show them how their training contributes to the business outcomes. For example, you can use a dashboard to track and display your key performance indicators, such as customer feedback scores, repeat purchases, or referrals. You can also use results to identify trends and opportunities for improvement.

5 Create a learning culture

Creating a learning culture is the ultimate way to reinforce customer experience training and to foster continuous improvement. A learning culture is one where learning is valued, supported, and encouraged by everyone in the organization. You can create a learning culture by promoting a growth mindset, providing resources and opportunities for learning, and involving your staff in the design and delivery of training. For example, you can create a learning library where you store and update your training materials, such as manuals, videos, or podcasts. You can also create a learning community where you encourage your staff to exchange ideas, feedback, and experiences.

6 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?