All too often, management
believes specific issues are addressed in employee training when
in reality those issues are not addressed at all.
Confero offers a full
evaluation of your company's training materials and practices.
We check to ensure that employees are actually being trained to
live up to the expectations set by both customers and
management.
We also check to make sure
employees are not receiving mixed messages during training.
Mixed messages set up competing priorities. If your priority is
your customer, then operational issues should not supersede
customer service issues.
For example, have you
ever sought out help in a retail store only to be ignored by
an employee diligently working to stock a display? What
mixed messages might this employee have been given? Stock
the shelves before closing time? Assist customers only if
they come to you?
We can help you sort
through all the messages employees are receiving during
training, including a review of:
-
printed documents
-
training classes
- video
tapes
- on
the job training
- web
based training
We will recommend
resources or improvements as appropriate.
