How to Get Your Customer Service Team to Embrace Training

Tired of listening to your customer service team gripe about “more training?”

It's a common problem for customer service leaders, but one that is very fixable, if you change the perception of why service agents need to engage in continuous learning. It may take a bit of convincing and perhaps a few attitude adjustments, but with a solid strategy and consistent tactics you can lead your team to see training in a new light. You can in fact create a culture of learning within your own department, even if it's not a tenet of your broader company culture.

Start by regularly conveying to your team that it’s not meant to be torture, but rather, is good for them! Remind them that training is a proven boost to their job satisfaction, daily performance, and career path. It's not meant to bog them down, but rather to propel them forward. Make sure they clearly understand the benefits, instead of presenting training as a burden — just another thing to add to their task list. Heck, you can even make it fun by gamifying it or offering perks/spiffs for achieving training goals.

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