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Developing your people to enhance your customers experience
I'm sure you've heard the old adage that says "What if I train my people and they all leave?" to which the tried and tested response is always "What if you don't and they stay!".
It serves as a reminder that, whilst developing the right attitudes and behaviours is critical to building a successful culture within a business, any return on this training investment can be short-lived should the recipient leave the business soon afterward.
There is, however, a very practical solution to this scenario which can help to protect business owners and it comes in the form of Training Agreements. Whilst these aren't a new idea I'm grateful to Jacqui Mann (J.Mann Associates) who has kindly given her permission for us to republish her practical advice as she shines a light on this particular topic.
Jacqui's key points
If you are going to use a training agreement then I recommend the following:
Our thanks to Jacqui and her team for this practical advice - there's lots more practical HR support within their Bloody Staff discussion community designed to help business owners and entrepreneur discover how to build a team of bloody brilliant staff. Find out more at http://www.bloodystaff.co.uk/
As co-founder of First Impression Training David is passionate that all organisations can quickly achieve positive bottom-line impact when the customer experience is placed at the very heart of a business culture. You'll often hear him say "It's not rocket science" and his sleeves-rolled-up approach ensures FIT achieve results for our customers - FAST!
...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.
If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.
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