On-the-job Training Becomes Part of Talent Strategy

Julie Shenkman
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Employers who recognize the fact that a happy employee creates a satisfied customer are on to something. Engage employees and prioritize job satisfaction by providing access and opportunities to employee training. Opportunities to learn new skills and serve clients in a more efficient manner provide your employees with the tools they need to succeed on and off the job.

Employee training is not a new concept for many companies. Human resource departments devote countless hours preparing orientation materials and proficiency tests for new employees. However, the formal classroom learning experience does not always appeal to innovative and out-of-the-box thinkers, according to Deloitte Talent. Instead, employers need to promote the talent and skills that exists within employees.

Promote intrinsic rewards by allowing employees to seek out training that they desire. For example, instead of hosting a workshop for all employees to attend, offer professional development programs that are individualized and catered to employees. Encourage attendance at conventions and conferences sponsored by professional organizations within the industry. Provide tuition assistance for employee training at local colleges or universities.

Employee training can also evolve based on input from your employees. Solicit suggestions for customer-service training seminars or workshops. Ask your employees what they desire to learn or what resources they need to advance their skills and ultimately, their career. Take on-the-job training one step further by asking employees to teach seminars and workshops for their co-workers. For example, an employee who is proficient in a particular software program can present tips and tricks for co-workers. A natural-born leader within the company culture may choose to present a session on team building or leadership strategies.

Make on-the-job training opportunities more about fun versus work. Introduce role-playing and team-building activities into seminars and workshops. Encourage employees to get to know one another to build camaraderie and support among the team. Sponsor meet-and-greet events outside of the office to celebrate a successful week of learning new skills.

Companies who provide customer service training aimed at pleasing both employees and customers often find an increase in satisfaction overall. Ensure your employees have the resources they need to succeed in training programs, such as product samples, telephone scripts and computer equipment. Pair customer service representatives with seasoned employees to enhance the company culture, and allow veteran and new employees the opportunity to work together to create tip sheets for ongoing employee training that extends beyond the first week or two of employment.

Employee engagement is a key factor in how well customers are served. Companies who invest in employee training and customer service training, and those that seek solutions that involve employee input produce loyal workers who are focused on the goals and mission of the business, which ultimately enhances the company's bottom line.


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