How to Deliver Scalable Retail Customer Support Training
Retail organizations need to deliver a consistent training experience to improve customer support across the enterprise.
As organizations evolve and grow, having the ability to scale customer support content and resources becomes a primary area of focus for any leadership team. This is especially true in retail, an industry that revolves around the customer experience and in which organizations often operate across multiple locations with customer service representatives serving customers across multiple, and sometimes widespread, geographies.
The goal for retail organizations should be to deliver learning in an efficient manner that successfully elevates knowledge, skills, and behaviors, and allows those employees to focus on their mandate, which is improving the customer experience.
Below are three tips on how you can deliver a scalable training program that is consistent, yet digestible for your customer support team.
1. Accelerate the onboarding experience
Turnover is a common pain point for customer support roles in retail. That means retail organizations onboard new employees on a regular basis. In order to decrease the negative impact it can have on the customer experience, the onboarding experience must be delivered in a consistent, accelerated manner. Using a next-gen learning experience platform can help retail organizations provide a streamlined, scalable customer support training program for a fraction of the cost associated with traditional training centers, and also overcome onboarding that can arise when operating across multiple markets. The sooner employees across your organization can become familiar with internal systems and processes, the sooner they can serve customers and support the company’s mandate.
2. Create engaging, bite-sized content
Given the fast pace at which the retail industry is evolving, customer support reps must quickly learn new trends and feel comfortable implementing them just as quickly. If training content is delivered to them in a short, concise, engaging manner, at the point of need, they are more likely to review it and implement it. When creating supporting materials as part of your customer support training program, opt for things like short training videos or one-page fact sheets that employees can access easily online rather than something like a lengthy case study, workbook or manual that takes a lot of time to review. Keep it short, sweet and to the point!
3. Leverage a local support system
Although training programs are often developed remotely, employees should still have a local team they can leverage for support, feedback, and reinforcement of behaviors. Be sure to localize online learning content or integrate training components that sit outside of the learning experience platform and can be delivered locally into your customer support training program. Examples might include observational coaching by local supervisors, job shadowing with peers, or even lunch-and-learn guest speaking events. By taking a holistic approach when designing your customer support training program, you’ll be able to provide employees with a consistent and relevant learning experience.
Your turn now! Which of these elements are you already leveraging in your organization’s customer support training program? How can you incorporate new ideas to continue to scale your program?