091: How to Find Time for Training

Training customer-facing employees becomes even more challenging as we scale our businesses. What happens when they need re-training? Can this be done without shutting down? Is re-training your staff an option? As companies grow, it becomes harder to be sure employees are connected to the brand values and mission. Chipotle, Starbucks and others have gone public about temporarily closing their doors for the purpose of re-training their customer service staff or reconnecting with their missions. How can they be sure it’s worth the inevitable losses? Adam and Jeannie discuss some great ways to approach a customer service reboot, and how to make one worthwhile and sustainable. Could you afford to hit the brakes for a day or two and do the same? Many organizations don’t have the budget or resources for a sweeping customer service reset. What if, for any reason, you CAN’T shut things down for a day or two? How can you keep all those dots connected as your organization grows and changes? As busy as things are, you can do this on limited resources without turning customers away. Adam and Jeannie share some powerful ways to “hack time” so you don’t have to put your business on hold to re-train your employees. Related Content The Street article, Why Chipotle Closing All Its Restaurants on February 8 Is a Really Smart Move Business Insider post, Closing 7,100 Stores For An Afternoon Was The First Step To Saving Starbucks Customers That Stick® post, 10 Best Productivity Hacks for Customer Service [SlideShare] 360Connext® post, 3 Ways to Lead Your Team to Customer Experience Victory Episode 087, The Next Generation of Customer Experience Leaders Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com. Take care of yourself and take care of your customers.