This post was originally published on lessonly.com.
Remote work has been one of the most notable workforce trends in recent years. Even outside of the pandemic, the landscape has changed for employees who traditionally spend all of their time in one company office. In a recent survey, 4.7 million U.S. employees work remotely at least half of the week.
It can be a tricky balance, though, to manage remote and face-to-face time that is still said to produce the best outcomes in terms of productivity and learning. So what’s the most successful way to create and issue a customer service training program outline to employees while your workforce is remote?
First, let’s talk about why it matters.
Why training remote employees matters
Well, simply put, employees who receive role-specific training are more likely to stick around.
Trained employees, especially when communicated through some sort of customer service procedures and process outline, are more positive about their overall work performance. Similarly, a lack of advancement opportunities is likely to drive employees away from your company. This applies to engaging remote employees through an intentional training manual template as much as traditional employees. Providing your remote customer service employees with a customer service training manual doc and organizing a variety of bonding activities will turn these individuals into a cohesive and efficient team.
So how do you train employees on customer service while your workforce is remote?
A customer service training manual is a good place to start, but here are some important pieces to also keep in mind.
Adjust your training approach to accommodate remote workers
Have your trainers create simple, easy-to-access customer service training seminars and webinars on training topics relevant to your remote employees. Use technologies like digital messaging and videoconferencing to make these training opportunities even more accessible and interactive in real-time.
Utilize video learning
Technology makes it easy for teams to collaborate wherever they are, but impactful video learning can be particularly important for learners working outside of a traditional face-to-face environment. A growing number of organizations now use video learning to capture and share internal practices and improve their learning programs. It’s a highly effective way of creating a permanent resource that team members working anywhere can access whenever they need to.
Don’t forget to provide various types of customer service training for remote workers that can be consumed on any device.
Leverage opportunities for practice
In the midst of remote work, it’s still important to encourage your customer support reps to keep their skills fresh. In a time where stress is running a bit higher than normal, key customer service skills like empathy and communication can really make all the difference during an interaction. Give your reps and agents various practice situations that require them to tap into these crucial skills so they’re prepared for any scenario.
Create a growth plan
When employees can see the next steps in their career path within your company, they’re more engaged and more willing to learn what you need them to learn. If employees either can’t anticipate or don’t have confidence in defined steps for upward career movement, they could become open to opportunity elsewhere.
Encourage the fun
Keeping employees connected is the most important factor for remote team success.
- Play all kinds of games. Don’t discard the modern learning industry. Playing online and co-operative games together will help your employees improve their communication skills and teamwork.
- Stay healthy through fitness contests. For a good leader, supervising remote employees goes beyond simply monitoring their work performance and results. Physical exercise makes people happier by releasing endorphins into their system. It also boosts health, which enhances positive emotions and attitude. Thus holding fitness contests for your team is a great way to give them a boost.
- Plan remote coffee meetings. Experts advise that remote workers should go out and work from coffee shops or co-working spaces in order to socialize. This helps people feel less isolated, improves their mental health and boosts their productivity. It can also be used to help your remote team bond.
Don’t forget: We are all just people working with other people
If you want even more specific and effective ways to engage and train your remote workforce and generate the most effective customer service training topics, just ask them. By taking the time to find out what would make them feel fully engaged and confident in their career at your company, you set yourself up for success. Simply letting them know you care what they think is a great start.
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