From the course: Increase Customer Loyalty by Doing Agent Experience (AX) Right
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Elevating agent performance: Training and development
From the course: Increase Customer Loyalty by Doing Agent Experience (AX) Right
Elevating agent performance: Training and development
- Imagine a new driver. It's her first time behind the wheel. And her heart is racing with anticipation and a bit of fear. She has the basics down, but there's much more to learn before she can drive confidently and safely. This journey from nervous beginner to confident driver mirrors the journey we want for our customer service agents. It's a path from basic knowledge to skilled performance leading to competence and driving real customer loyalty and connection. The initial training is crucial in customer service just like in driving. It sets the foundation. But actual learning happens on the road in real interactions and through continuous development. Managers must create a training and development program that equips their agents with the knowledge, confidence and skills to be effective. So, where to begin? Customer service is subtle and dynamic. It requires more than just knowing the guiding principles of your…
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