“How training can elevate your customer service from good to great” is an external blog post I came across explaining the benefits of well-trained employees. I was particularly interested in this article because it reminded me of ideas exhibited by the article “Happy Feet,” about the American shoe retailer Zappos. This blog post emphasized a series of actions that management can take to ensure employees are treating customers well. I specifically noticed a recurring idea of managerial involvement in the various training phases suggested by the blog post, which I believe is an essential component of training employees, and one that Zappos exemplifies well with the presence of their CEO during training sessions.
While the blog makes useful suggestions on how businesses can meet standards of customer satisfaction, I did not agree with a certain aspect of the post. The negative connotation of “making employees do this”, or “forcing them to hide that,” is, in my opinion, an ineffective method of controlling employee behaviour. Instead, by using Zappos as an example, I think if management can work with their employees throughout training, and help employees understand why certain actions are the “do’s” and “don’ts” of the workplace, then employees would be more likely to represent their respective organizations well, and therefore have positive interactions with customers. Consequently, I believe positive relationships established within the organization leads to positive external ties between the business and its customers.
Engaging training leads to loyal and motivated employees.
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