stages of training a customer service manager
Posted: Sat Feb 01, 2025 7:06 am
As soon as a new employee is hired, he needs to be trained. Otherwise, he will work the way he was used to at his old job. And if you teach him the work methods accepted in the company, he may decide that he is being picked on. In order to independently perform the duties of a customer service manager, a new specialist goes through four stages of training
Introduction to work, getting to know the company
The first couple of days, the employee gets acquainted with the new place of work. He studies information about the company, about the policy being implemented, gets acquainted with colleagues. The system administrator tells the newcomer about all the computer programs that he will have to work with. Most often, this is the Microsoft Office package, the 1C program, the CRM system installed at this enterprise.
Additionally, it is reported on which local disks publicly available information is stored, how to use this or that office equipment. The manager passes on data about clients to the new employee, talks about the nearest tasks that need to be solved.
Obtaining information about mexico email list the subject of sales, familiarization with the company's product. Formation of a customer base
An employee spends a few more days studying the company's products or services in detail. Then he immediately gets down to his duties and starts building a customer base. Otherwise, the sad experience of one company in the telecommunications sector may be repeated. There, employees were given 10 days to train.
Only after that did they start working, starting with cold calls. And at the very first stage, many failed and were forced to leave. Some could not withstand the psychological stress, others simply did not know how to conduct telephone negotiations. It turns out that the funds for training were wasted.
Client Relationship Manager Training
Source: shutterstock.com
As a result, the company changed the work scheme. Now the training took two days, during which the trainees studied detailed information about the products, the sales system, and learned cold calling techniques. Then they began to independently search for clients. Those who realized that they could not cope left. The remaining ones continued to be trained. If your company works according to the first scheme, then it makes sense for the head of the sales department to change it.
Sales training
If the first stage of manager training is successful, then you can proceed to the next one.
The first step is to appoint a teacher-mentor. It is great if the company has a full-time trainer. But this does not happen very often, so usually this role goes to the most experienced employee of the sales department. When choosing a candidate worthy of becoming a teacher-mentor, it is worth paying attention to someone who works openly and honestly. Otherwise, a newcomer, along with sales skills, can also learn not very conscientious work methods.
The best candidate for the role of a teacher will be an employee who never refuses to help his colleagues, so he has already developed certain teaching skills. Material incentives will also help. He will receive a monetary reward if his protégé achieves positive results in the allotted time. Therefore, it is necessary to keep a strict record of the work performed: how many calls were made, how many applications were received, etc.
Introduction to work, getting to know the company
The first couple of days, the employee gets acquainted with the new place of work. He studies information about the company, about the policy being implemented, gets acquainted with colleagues. The system administrator tells the newcomer about all the computer programs that he will have to work with. Most often, this is the Microsoft Office package, the 1C program, the CRM system installed at this enterprise.
Additionally, it is reported on which local disks publicly available information is stored, how to use this or that office equipment. The manager passes on data about clients to the new employee, talks about the nearest tasks that need to be solved.
Obtaining information about mexico email list the subject of sales, familiarization with the company's product. Formation of a customer base
An employee spends a few more days studying the company's products or services in detail. Then he immediately gets down to his duties and starts building a customer base. Otherwise, the sad experience of one company in the telecommunications sector may be repeated. There, employees were given 10 days to train.
Only after that did they start working, starting with cold calls. And at the very first stage, many failed and were forced to leave. Some could not withstand the psychological stress, others simply did not know how to conduct telephone negotiations. It turns out that the funds for training were wasted.
Client Relationship Manager Training
Source: shutterstock.com
As a result, the company changed the work scheme. Now the training took two days, during which the trainees studied detailed information about the products, the sales system, and learned cold calling techniques. Then they began to independently search for clients. Those who realized that they could not cope left. The remaining ones continued to be trained. If your company works according to the first scheme, then it makes sense for the head of the sales department to change it.
Sales training
If the first stage of manager training is successful, then you can proceed to the next one.
The first step is to appoint a teacher-mentor. It is great if the company has a full-time trainer. But this does not happen very often, so usually this role goes to the most experienced employee of the sales department. When choosing a candidate worthy of becoming a teacher-mentor, it is worth paying attention to someone who works openly and honestly. Otherwise, a newcomer, along with sales skills, can also learn not very conscientious work methods.
The best candidate for the role of a teacher will be an employee who never refuses to help his colleagues, so he has already developed certain teaching skills. Material incentives will also help. He will receive a monetary reward if his protégé achieves positive results in the allotted time. Therefore, it is necessary to keep a strict record of the work performed: how many calls were made, how many applications were received, etc.