Customer Service Training: Leading By Example

team members meeting for a workshop

So, you’ve invested in cost-effective customer service training to boost employee engagement, systematize real-time communication skills, and provide your team with the competitive edge to stand out in a crowded consumer marketplace—Now what?

If you’re a leader who’s constantly striving for the best, we’re guessing you’ll want in on ways you can maximize training yourself. Below, we’ve detailed some ways leaders can get involved and encourage further learning with a little pre-workshop prep. Keep reading!

#1. Leadership Must Commit, Too

Leaders: set the right example! Try kicking off the day with opening remarks about why the training is important and why you’re also committed to it. Believe it or not, your staff will be looking to you for cues on how they should engage with this training. Is it something you take seriously? Or is it more of a “Do as I say, not as I do” type of situation? 

One of the best things leaders can do is demonstrate their commitment to the process and program with both words and actions. This means ensuring leadership takes part in the training, too! A manager or boss taking the time to “get in the ring” alongside their staff during training can boost morale and ensure everyone is on the same page when it comes to the skills they’ll be applying long after the trainer goes home. Actions garner respect far more than words ever will. Make yours count!

#2. Set The Tone

Do you want your team to show up to training on time and in a respectable way? Leaders should model the importance of arriving a few minutes early to the workshop to demonstrate respect for people’s time and allow for a smooth kick-off.

Encourage your staff to plan ahead the morning of your training so they can arrive a few minutes early and ready to have fun! Bonfire customer service training isn’t designed to be daunting—it’s actually set up to be a rather chill and meaningful day of growth, learning, and change. Treat it as such from the get-go with a positive attitude and on-time attendance.

#3. Have Measurable Outcomes

Make sure leadership shares key messages with their teams before the training. Use measurable criteria to define the expected performance outcomes. Let staff know what the training will accomplish for the organization and for themselves.

For organizational performance outcomes, you might look to training for improved customer retention or fewer complaints about service and personnel. For individual performance outcomes, it could be streamlining the time spent on certain tasks or improved accuracy with a certain process.

Giving your staff insight into the ‘what’s in it for them’ is critically important information for leaders to share. You might mention increased job satisfaction or letting the team member know it will help improve relationships with people in other departments. Prepping your employees ahead of time will also allow them to be more relaxed and more open to learning during the event.

#4. Be prepared

Remember the importance of having all the logistics in order! Whether it’s setting up the room or ensuring you have all the materials you’ll need for training, get situated ahead of time. After all, who wants to be searching for a pen to write with when someone is sharing something important? 

Research has shown that the best group outcomes AFTER the training come from leaders who have provided active support BEFORE the training. Plan ahead, and you’ll find that your customer service training experience will be even more memorable and effective.

Customer Service & Leadership Training You Can Rely On

At Bonfire, we’re here to help teams develop useful skill sets that stand the test of time! That’s why we encourage leaders to get in on the fun and set the pace for impactful training. Ready to lead by example? Get started today!