Your staff need to understand your products and services, say CR Worldwide.
In fast-moving businesses where new lines are constantly being launched and new services are being pushed out to customers it is vital that your teams are able to make the right recommendations and understand what they are trying to sell to your customers.
The best way to keep staff up to speed is with frequent training sessions, however your teams might be spread across the country or different departments making this difficult to co-ordinate. This is why elearning platforms can be so useful to businesses.
Elearning provides an online portal for staff to log into and take part in quizzes, watch videos and access information about products, services, best practices or any other topic that can help benefit them as an employee.
Because this is done digitally it means those resources can be accessed by staff in different locations. It also means that the materials and training you provide are consistent across the entire business, helping you to ensure cohesive messaging across your business and making sure that all staff receive the same quality of training.
Everything running off a central portal also makes it much easier to launch new incentives, promotions and products across your company, as staff can have instant access to the latest information as and when they need it.
Access is important, and elearning portals mean staff can complete training during quiet periods, on a break, during a shift or even at home.
Access is important, and elearning portals mean staff can complete training during quiet periods, on a break, during a shift or even at home. This gives staff the freedom to approach their training while monitoring and reporting tools allow your managers to be able to track if training has been completed.
This means you have complete visibility of whether or not staff members are completing the training, if they are passing tests and if they are engaging with your platform. This information can be vital to refining and improving your processes.
For instance, you might find that some of the information you’ve given staff is unclear, leading to confusion which needs to be cleared up to help you to provide better service to customers.
In some sectors, such as retail, it is often important to make sure staff know about new lines or changes to company policy before their shift, or before they go onto the sales floor. Training could be carried out during a morning briefing before a shop opens for example.
This gives staff a chance to understand and learn about changes before immediately putting them into practice while they are front of mind.
One way to maximise the effectiveness of staff training is to tie it into your wider employee rewards and recognition schemes. For example, you could operate a points-based system which rewards staff for sales made – these points are then redeemed against a variety of different rewards.
You could have completed training modules or high scores on training quizzes also add to an employee’s points total. Incentivising learning can make staff more engaged with the idea of training but can also go a long way in making sure staff actually complete any training modules they are assigned too.
This benefits the staff too, as they feel like the time and effort spent on their training and development is being actively noticed, acknowledged and rewarded by their employer.
Effective training should be something that staff actively engage in, are interested by and use to provide better customer service to your clients. By getting this important part of your staff development right you can reap major rewards for the rest of your business.
About the authors
CR Worldwide provide business with a range of platforms that allow them to engage, inspire and motivate their staff. From sales incentives and employee recognition to elearning platforms.