- Keep your training program on track
- Knowledge isn’t the only thing going on with training
- Retention is a key sticking point in training programs
- Learning by example and case studies is powerful training
- Add a little concrete to your training programs
- Structured orientation and training provide objectivity
- Customized training meets the specialized needs of every organization
- Web based training modules are a great value
- How does a supervisor support training?
- Blended and supervised training offers the best results
Company culture is embedded in every customer interaction
Have you noticed when you walk in some business establishments one of the workers calls out, “Welcome to XXX today!”? That happened to me twice recently and I got up the gumption to ask why both times. The responses were pretty telling:
Showing the customer they are welcome and creating a pleasant experience conveys the culture of an organization.
At the first quasi-fast food sandwich shop, the cashier told me they wanted every customer to feel welcome. In fact, she reminded me that she had seen me there before and asked my name. She said it is part of what they are about as a company and IT WAS PART OF THEIR TRAINING to learn how to make customers feel welcome and enjoy the eating experience there. It was a fun experience. The workers’ energy was high and there was laughing and conversation, which included the customers. I have a feeling she’ll remember my name next time I open the door.
The second time was at a retail establishment. I asked why he welcomed me and he shrugged, saying it was because he’d been told he had to. Then he added that he would sometimes be late so someone else was assigned the “greeter” job. Clearly, greeting customers was simply a job duty here – at least for this worker. However, I didn’t see much difference between him and other workers so I beleive the culture was exemplified in his explanation and behavior.
As I mentioned in a previous 1st Class Solutions post, Zappos is a prime example of how core values and culture impact company/customer relations. On their website, you’ll find a list of the 10 core values that they say drive the culture, brand and business strategies. You can be sure that those 10 core values are also deeply embedded in the employee training programs.
Educating learners in the company culture and making the business performance reflect “the company way” doesn’t just happen “by accident.” It takes focus, attention and a conscious effort and plan.
Employee training is one of the critical components and can be accomplished through classroom facilitation, eLearning or informal peer-to-peer or supervisor-to-peer interactions. A blended learning approach can cover a wide variety of learning opportunities and embed your core values in the day-to-day operations and interactions with customers.
-Elaine of the 1st Class Solutions Blog Team