Training employees in customer service is an essential component of employee development for any business. However, many managers make the mistake of treating it as a one-time event, something that is handled during the onboarding process. While onboarding is a critical time to establish service expectations, as we all know, maintaining a customer-focused culture requires an ongoing commitment to training and development. As customer experience expert Shep Hyken puts it, “Customer service training isn’t something you did. It’s something you do.”
Continuous Training to Stay Ahead of the Curve
As you would expect, ongoing customer service training ensures that employees remain sharp, adaptable, and engaged. However, it’s crucial to remember that the business landscape is constantly evolving, and so are customer expectations. Regular training enables employees to stay ahead of trends, enhance their interpersonal skills, and reinforce the company’s service values as the world around them evolves. Without continuous development, employees may become complacent, outdated practices may emerge, and customer interactions could suffer.
How Mystery Shopping Helps
One of the best ways to ensure that training is effective is by utilizing mystery shopping services. Mystery shopping provides an objective look at how well employees are executing the company’s customer service strategies in real-world situations. Through in-person, online, and over-the-phone evaluations, managers gain valuable, authentic insights into what employees are doing well and where they need improvement.
These reports go beyond simple critiques, however; they serve as a foundation for coaching and development. Instead of waiting for customer complaints to identify service gaps, businesses can proactively address concerns and reinforce positive behaviors. By reviewing mystery shopping results regularly, managers can tailor training sessions to address specific areas, ensuring that every team member understands and embodies the company’s service philosophy.
Coaching for Success
Mystery shopping data should not be seen as a tool for punishment but as a means of constructive coaching. When used effectively, these insights can help managers recognize top performers, offer targeted training for employees who need additional support, and create a culture where continuous improvement is valued. This ongoing cycle of training, evaluation, and coaching fosters a workforce that is always striving to provide exceptional customer experiences. These mystery shops also present managers with the opportunity to understand their business from the customer’s point-of-view, which will allow them to recognize changing tastes and trends before their business falls behind.
Take the Next Step with The Brandt Group
At The Brandt Group, we specialize in helping businesses like yours maintain a strong customer service culture through ongoing training and evaluation. With over 30 years of experience and an A+ rating from the Better Business Bureau, we offer in-person, online, and over-the-phone mystery shopping, as well as leadership training classes designed to empower managers and employees alike. Hundreds of companies have benefited from our expertise; why not yours?
If you’re ready to take your customer service training beyond a one-time event and into a sustainable, long-term strategy, contact us at The Brandt Group today. Let’s work together to ensure that your team is always at its best—because great customer service training isn’t just something you did once—it should be something you always do.
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