200-125 | MB2-707 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | sy0-401 | mb2-710 | mb2-710 | 2V0-620 | ADM-201 | 400-051 | 642-883 | 350-018 | 70-347 | MCSA 70-410 | 210-060 vce | dumps SY0-401 | 210-260 vce | Cisco 400-101 | 200-125 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | SY0-401 | MB2-710 | 2V0-620 |">

Cross Training For Optimal Customer Service200-125 | MB2-707 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | sy0-401 | mb2-710 | mb2-710 | 2V0-620 | ADM-201 | 400-051 | 642-883 | 350-018 | 70-347 | MCSA 70-410 | 210-060 vce | dumps SY0-401 | 210-260 vce | Cisco 400-101 | 200-125 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | SY0-401 | MB2-710 | 2V0-620 |

By: Sales VP, Mark Denzin and Business Line Trainer, Caitlin Julian

We recently decided it was time to revamp our training program – mostly because we wanted to adopt a method more conducive to cross training because essentially, we want everyone employee to have the tools necessary to deliver a full, streamlined spectrum of great customer service.

It should be noted though, that this is very much a work in progress. There’s been lots of trial and error, but even better, there’s been a whole lot of learning involved – a greater understanding of the big picture in terms of the services we offer. The remainder of this entry contains the observations we’ve made thus far. Hopefully it will help you in your organization as well.

To really streamline operations and cultivate a cohesive approach, we’ve opted to create cross-functional team trainings. They’re much more informal and rely heavily on shared experience.  Each week we invite members from every department (Customer Service, Tech Support, Sales, Marketing and Communications) to participate and contribute. I always knew we had a great staff, but this cross-team communication has only enhanced my appreciation for our overall team.

Cross training has allowed us to cultivate a deeper understanding of what Outstanding Customer Service is – particularly, how cross-department knowledge truly benefits the overall customer experience. The hope is that customers eventually hear less and less of this: “Please hold while I transfer you to that department.” Based on the questions posed by staffers from other departments, I feel confident we’ll be able to deliver on this goal.

Due to the demands of simply being “on the phones” it can be difficult to find the time to include customer service professionals in the training mix. I can’t begin to stress the importance of doing so, though. Cross train, cross train, cross train. It’s imperative.

Here are some quick tips we’ve identified to help incorporate cross training into your organization:

* Take a look around you. There‘s a wealth of knowledge available to you within your own company. Check in with your other departments to see how you can help one another.

* Product knowledge testing: would you pass? Maybe you passed years ago, but would you pass today? Revisit your service lines and products and quiz yourself. Then open it up to your entire organization.

* Do you have a mentoring program? If not, remedy that. Utilize the resources you already have in place to strengthen the skills of your more junior staffers.

* Building on that last point, encourage your mentor/mentees to role play a realistic scenario that has challenged them in the past. Do this in a group setting and open it up to feedback to help identify strengths and weakness throughout the situation – great way to start career-pathing for your senior agents.

* Deliver your value proposition statement to a friend or family member. You’ll know immediately if you’ve lost them with jargon-heavy terms and phrases. Then ask every customer-facing employee to do the same. Adjust accordingly, but make sure the end result is consistent company-wide.

Since initiating this training, it’s clearer to me than ever before that our agents are committed to quality, and moreover, a positive experience for our customers. Cross- training really gives you a chance to assess the overall strengths and weakness of your company, and speak directly to those in your training program.

Please take a moment to build on our list provided above in the comments below. What’s one cross-training tip that has proved successful within your organization?

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2 Responses to “Cross Training For Optimal Customer Service200-125 | MB2-707 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | sy0-401 | mb2-710 | mb2-710 | 2V0-620 | ADM-201 | 400-051 | 642-883 | 350-018 | 70-347 | MCSA 70-410 | 210-060 vce | dumps SY0-401 | 210-260 vce | Cisco 400-101 | 200-125 | MB2-713 | GSEC | E20-597 | E20-393 | 300-475 | 300-075 | SY0-401 | MB2-710 | 2V0-620 |”

  1. One of the most difficult tasks in any organisation is customer technical support. Yet, it is almost always the least well equipped and most inexperienced employees that are put on the front line.

    Cross training is a major part of the answer. In a web hosting company, for expample, let your least experienced employees spend time with your most experienced employees in each department. Ensure that each tech support person uses your company’s services to host their own web sites in shared, virtual and dedicated environments.

    Look at what it takes to get your least technically knowledgeable employee up and running with their own web sites on shared, virtual and dedicated hosting platforms.

    Occasionally put your most experienced employees and members of your management team on front line support.

    CT has an excellent forum, make sure that all employees (Sales, Marketing, Support and Management) read the forums every day. Here you will find great feedback; identify new trends, and for each peice of relevent criticism that is identified and properly dealt with your company becomes that much stronger.

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  2. Thanks so much for the comment. You made a great point in actually encouraging your team to try out and experience the product to get a first-hand knowledge, and really understand what the customer is experiencing. We actually encourage all of our employees to set up a website and do just that. And the forums are mandatory reading material for us. It’s been a great tool in bringing our newer employees up to speed, and training our seasoned ones to stay on top of what’s going on with our customers.

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