Ensuring that your employees are well-versed with the tools they are using will create better outcomes for your customers.
Many of us will have already had bad experiences with companies when shopping or using the internet and many of these are caused by either a lack of technical training on tools within the company, or bad training. Here are some of the top reasons why technical training for your internal employees is so important.
Reason #1 - GIGO (Garbage in, garbage out)
Within computer systems, the GIGO concept is well known. Based on the idea that if a computer has incorrect or flawed data entered into it, then it will produce incorrect or flawed data based upon it. This concept can be easily extended into the realms of customer experience, for example, entering customers' address details incorrectly could result in bad or rejected deliveries. This could be as simple as non-entry of a post code or ZIP, meaning delivery drivers struggle to locate a property. Before you know where you are, your reputation as being slow to deliver can hit rock bottom and orders stop being placed.
Reason #2 - "I didn't know it could do that..!"
It doesn't matter how capable an internal system is, if your employees don't know that it can do something, then they won't be using that capability. By connecting with customers in even simple ways we can build credibility and enhance customer experience.
"I didn't know that we could automatically import LinkedIn and Facebook profile pictures to our support desk software. Now I can actually see the person I am helping and feel a better connection with them."
Reason #3 - Employee Retention
There is a significant amount of evidence that shows a clear relationship between technical training and employee retention. It increases job satisfaction, performance, and commitment, reducing staff turnover rates. Newly employed staff are more likely to make mistakes that negatively impact customer experience, so retention is key.
A survey conducted by BambooHR found that 31% of new hires quit their job within the first six months due to a lack of training and support.
Reason #4 - Enhanced Problem Solving
Technical training can also improve employees' problem-solving skills, which can help them resolve customer issues more efficiently and effectively. This can result in a better customer experience and higher levels of customer satisfaction.
Reason #5 - Increased Confidence
When employees receive technical training, they often feel more confident in their abilities to serve customers. This can lead to better interactions with customers and a more positive customer experience overall.
Reason #6 - Consistency
Technical training can help ensure that all employees are delivering the same level of service and information to customers. This consistency can help build trust with customers and improve their overall experience with the company.
Summary
By providing good technical training to your employees you help to build better experiences for your customers. It's also worth noting that mistakes can happen at any point during an employee's tenure, not just when they are new to the job. Ongoing training and support can help all employees, regardless of their experience level, to avoid mistakes and perform their jobs to the best of their ability.
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