So you have decided to move forward with customer service training to improve your patient experience. Great! Now, questions remain: Who will provide this training? How do you know the training will stick? How can you guarantee that it’s a worthwhile investment?
To answer these questions, you will need to ask yourself a few more…
Question 1: Does your team actually need training?
You may believe that you have already passed this point (that is why you are shopping around for trainers, right?) but it’s important to delve deeply into what training really means. If you have determined that your team simply lacks the skills and knowledge to provide exceptional service, then training is the right choice. If there are other factors, such as poor employee attitudes or out of date equipment, then training is not the answer and it is advised to look into alternative options.
Question 2: How should training be delivered?
Now this question is more for the customer service trainers who seek your business but it is one of the most important questions you can ask. This question will show that you are a savvy shopper. While 99% of training will be some sort of meeting in an open room with a PowerPoint presentation, it’s the method of delivery that can make or break the session. This means that the trainers have to deliver a training that will reach all three learning styles: audible, visual and kinesthetic.
Audible learners absorb information best via sound. They will positively respond to the trainer’s spoken word, audio clips and talking with others. Visual learners absorb best with presentations and imagery. The challenge lies in keeping the kinesthetic learners engaged and able to retain the training. Experienced trainers will offer unique approaches to “hands on” customer service training. This could include interactive techniques and activities, such as:
- Standing up and working throughout the whole training space
- Having the participants take notes themselves
- Recording class notes on a flipchart
- Role-playing exercises with props
Finding a trainer who utilizes creative ways to address all three learners dramatically increases your chances of having every participant benefit from a customer training course. It also demonstrates that you have a professional training staff invested in your success.
Question 3: Does your training team know what they are doing?
If the training team you are interviewing has a well thought-out and robust training curriculum that addresses all three learning styles, chances are you have found a team worth their salt. But for confirmation, see it for yourself. While it is not common practice to observe training prior to getting involved with a company, much can be gleaned from an in-person interview. When meeting, be sure to take note of the trainer’s mannerisms, exuberance and engagement. If you find the trainer to be offputting, too lively or extremely dull, chances are your team will, too. If you feel invigorated and optimistic after your initial meeting, this trainer has the knack for captivating your audience. In the event that distance separates you and your training team, a phone interview can suffice. Listen for energy and a smile through the phone!
If you have determined that training is the best method for your practice and you have identified a dynamic customer service team, then you are well on your way to turning your patient experiences into exceptional ones. For further assistance, click here to learn about the patient experience program and Points Group.