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Celebrating 10 years of service in School Nutrition Program consulting and training.

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Filtering by Category: Training

Customer Service belongs in all job descriptions

Carol Gilbert

Take a few minutes to pull out and read your staff job descriptions.  The job description should identify basic tasks team members are to complete, meet ADA work requirements, and identify any specific skills.  Next read it again, what does the job description tell the staff member about their role in providing excellent customer service?  

If customer service doesn't appear in your formal job descriptions then take some time and think about the skills you want your staff to have and what they levels of service they should provide to your customers.  When employees lack an understanding of quality customer service problems start to surface.  Take time to identify the skills you want your staff to exhibit.  Remember the higher the quality of customer service, the more likely you will have repeat customers, positive comments, and engaged employees.  

So what should can you add to the job description to support excellent quality service?  Here are a few ideas...

  • Effective in customer communication
  • Positive attitude (SMILE)
  • Ability to address and resolve customer questions
  • Respectful and considerate of others 
  • Conscientious of others, doing what's right!

After you make adjustments to the job description remember to add in training.  Many times we believe positive service comes naturally to employees.  Training helps to ensure you are providing  assistance in developing skills relative to meeting the specific needs of your customers, product, and services.

Training, Your Key to Excellence!

Carol Gilbert

We are often asked, "Is the cost of training is worth the investment of staff time and money?" Making the decision to train your staff is an important decision. Adult learners want to know why they are being trained and on what topic.  Training should be something you provide to your team on a regular basis.  Developing skills, building knowledge, and developing staff so they can make informed decisions is an important part of the role you play as a leader.  Studies indicate 'Effective training saves labor by reducing time spent on problem-solving and saves money in the long run by producing a better workforce.' (Shaw, 2015)

Listed below are helpful steps to determine your training needs:

  • Identify what skills or knowledge areas your staff need assistance.
    • Listen, observe, question supervisors and staff to identify what skills need refreshed, what skills need more detailed training.
  • Determine the length of time you can commit to providing the training.
    • 15 minute stand-up, 1 hour, 1/2 day
  • Who is the subject matter expert?
    • You, a manager, another team member, an outside resource.
    • The more informed the subject matter expert, the more engaged the team will be in the training.
  • Specify what skill(s) you want the training to address and if there are any specific concerns.

Shaw, Jerry, http://smallbusiness.chron.com/effects-training-employee-performance-39737.html, retrieved January 25, 2015.