I had the honor to provide in-person training and coaching for one of our customers in Georgia for both new hires and veterans on the Customer Service Team.  The local manager wanted to provide his team with all the tools and inspiration they would need to give their customers the answers and solutions they were looking for while projecting kindness and confidence. Some of the new CSRs had only been with the company for a week or two.  Onboarding training is intense!  Learning computer systems, H.R. guidelines, rules of service, and then- “What is this program called Tooty?”  I could tell by the expressions on the faces of the new CSRs that they wondered whether they had any room in their brains to add more new information.  The look of the scripts can be overwhelming and when you don’t know their purpose or how to use them- it becomes an obstacle. The waste services industry is full of details, rules, processes and procedures that have a purpose.  Training is not “one and done” but a daily and weekly necessity. There Are No Short-Cuts to Excellence!

How does training impact employee retention?

There is a lot to take in and absorb in order to provide excellent customer service.  Some people quit after a few weeks or even days because they feel they are not right for the job.  There was a pivotal moment in the training when I told them that it takes a good 6 months to feel like you know your job and have confidence in providing answers and solutions to customers.  There was a sigh of relief from the new CSRs who shared that they thought they might not be capable for the position because they didn’t feel they were catching on fast enough or remembering all the details.  When we remind new and veteran employees that the company is investing in them and that they are full of potential, it changes people and helps them to stick with it.

Tooty Training® programs are high content, customized to your team’s needs and full of encouragement. We are here to support and complement your in-house training and coaching efforts.  We’d love to come visit and love on your team!  You can connect with me directly at: lori_miller@tootyinc.com .