{"id":24757,"date":"2021-03-03T09:12:03","date_gmt":"2021-03-03T08:12:03","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=24757"},"modified":"2021-03-03T09:24:03","modified_gmt":"2021-03-03T08:24:03","slug":"consolidate-your-digital-caring-training-results","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/consolidate-your-digital-caring-training-results\/","title":{"rendered":"Consolidate your digital caring training results"},"content":{"rendered":"

A well-structured Digital Customer Service program<\/strong> includes specific steps and activities. Some of them belong to the consulting area – e.g. digital conversations assessments and guidelines set up. Others to the training area – e.g. to get managers and \/ or front line staff up-skilled. After this step though only part of the job is done, so if you want to consolidate training results you need to close the loop.<\/p>\n

Stay away from wrong assumptions<\/strong><\/h2>\n

Before letting you reaching the sweet the cake (i.e. what comes after training) I’d like to help you prevent this common mistake that I often observe as consultant: considering training as enough to consolidate up-skilling results. Such an approach inevitably leads to partial results because whenever we introduce culture, habits and behaviors<\/em> changes we need to time to digest<\/strong> them. Accordingly we also need to:<\/p>\n

    \n
  1. Understand them\u00a0\u2192 what exactly are they?<\/li>\n
  2. Remove our resistance \u2192 to which extent are they good for me?<\/li>\n
  3. Apply them \u2192 how can use them in my daily activities?<\/li>\n
  4. Get confirmations \u2192 are they really working for me?<\/li>\n
  5. Consolidate them<\/span><\/strong> \u2192 how can I take advantage of them with low effort?<\/li>\n<\/ol>\n

    As you can guess, training activities can only fulfill part of these phases. In fact even with the best training results you’ll get up the first 3-4 goals. Therefore the last one – consolidating – is still missing.<\/p>\n

    How to bridge this gap<\/strong><\/h2>\n

    Question:\u00a0So now that I’ve just completed an excellent Digital Customer Service training what shall I do more?<\/em><\/p>\n

    My answer:<\/strong>\u00a0 Ok, I’ll go straight to the point. The most effective way<\/strong> to consolidate your training results is closing the loop with ad hoc activities. In my experience coaching and mentoring<\/em>\u00a0work really well as final step of a well structured Digital Customer Service program. The reason is simple. As during the training sessions usually emerge topics that need further deepening with customer service managers \/ supervisors, we close the loop with:<\/p>\n