One of the most common reasons businesses avoid customer service training is that they have no idea where to begin.
There’s just so much customer service training advice available. It’s hard to know what techniques and strategies to prioritise first.
That’s why we developed a simple approach to help clients who are struggling to kickstart their customer service training.
This approach takes all the confusion out of what to do and when to do it. It is backed by proven science – and best of all, it can help you to start getting results in as little as 20 minutes.
Sceptical? We don’t blame you…
However, once you see how this approach works it will make perfect sense and you will be itching to implement it right away.
How to break down complex goals into simple steps
For example, many years ago, our co-founder, Shelley, decided that she wanted to learn how to fly an aeroplane.
Now, as you can imagine, flying a plane is a complex task. There’s a lot of skill involved in taking off safely, guiding the plane through the air and getting back on the ground in one piece.
That’s why aero schools break this complex process down into simple steps.
First, you learn the theory in the classroom… then the instructor shows you how the theory applies in real life… pretty soon you practice taking off unassisted by the instructor…
And before you know it, you’re soaring through the air, enjoying the freedom of the sky and the beautiful sights.
How to get immediate results and long term improvement in your customer service training
This idea of breaking complex goals into simple steps can also be applied to your customer service training.
By training staff to practice small habits each day, you can start generating positive vibes with your customers almost instantly.
For example, you can tell staff that from now on they have to smile and say hello to everyone who walks through the door. Most staff members will be able to remember this… and after a few days it will start to become an unconscious habit.
Then you can introduce a new technique… and so on.
It’s about taking little steps… practising specific skills in short bursts, so you can focus all your effort on one thing and quickly start to see incremental improvements.
Over time, these little things multiply and you start seeing BIG results.
This is not just theory, it is based on well-documented science…
Sowing the seeds of excellence
His research studied people who are amazingly good at what they do – athletes, musicians, chess players, doctors, salespeople, teachers and business leaders.
Ericsson discovered these people were not “gifted”. Instead they built their abilities in their chosen skill with deliberate practice of small tasks.
The key is to “nurture the seeds of excellence within us”, he says… “and conduct purposeful practice.”
The great news is Ericsson’s framework can easily be applied to quickly kickstart customer service training in any business.
Do you want to start seeing results in as little as 20 minutes? We’ve already done all the hard work for you in our Essential Service Skills program – the fastest, most effective way to break down your customer service training into simple steps and get real results.
Check out our Essential Service Skills program now.