The Top 10 Training Topics for Customer Focus

The Top 10 Training Topics for Customer Focus
These ideas will help you create the most important element for business success: customer loyalty
By Craig Cochran

Training is profoundly strategic. It's a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and competencies of employees. Training is the most effective way to communicate the correct behaviors and competencies that will keep customers coming back.

At its core, training is very straightforward: Figure out what competencies are required for personnel to effectively serve their customers, and take action to address gaps in competency. The challenge comes in trying to build a system that will deliver. With good intentions, organizations often build unwieldy systems that are both confusing and doomed to failure. That's why training process must be carefully designed, with an eye toward relevance, simplicity and customer expectations.

Let's start with an understanding of the starting point for training, which is competency. Competence is the ability to apply knowledge and skills in a job situation. In other words, it's the condition that enables someone to successfully drive customer loyalty. There are countless topics on which employees can be trained, but resources for training are finite. Organizations must choose the critical few training topics that drive customer focus and the organization's long-term success. The 10 most critical training topics companies should select are as follows:

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The Top 10 Training Topics for Customer Focus

Regards,
Simon