Answers from frontline reps —
Coworkers share knowledge. In order to remain relevant in today’s fast-paced and ever-changing world, service centers should strive to foster cultures of continual learning and agility.
Here’s how we ensure that everyone is current with their skills. Teams meet weekly to review major and upcoming changes. Team members periodically take initiative to educate their peers and others within the department on particular products and services to enhance understanding. For more time-sensitive or critical updates, reps receive communication via email, pop-up announcement, or in skill-specific web chats/instant messaging. In addition, reps complete quarterly compliance-related training. All of these methods ensure that team members are informed and able to act as not only subject matter experts, but also trusted advisors to our members.
— Stacy Evers, Navy Federal Credit Union
Meeting with other departments. Helping the public requires in-depth knowledge and ongoing training in many diverse areas. Our training journey began with the formation of the 311 Customer Service Call Center in 2007. Staff were handpicked from service departments throughout the city. Their training took six months as they shared and learned in-depth knowledge of Public Works, Parks, Finance, City Manager’s Office, Refuse-Zero Waste, Health, Housing and Community Services, and City Clerk.
The 311 Center continues to build on that extensive knowledge and remains current on city services by attending bi-monthly efficiency meetings and training with the departments they serve. And we have a repository of over 1,000 Knowledge Solution documents created by 311 knowledge developers so our staff can easily and expertly assist community members and implement solutions.
— Kathy Cassidy, City of Berkley, CA
Making great service a habit. Perhaps you have heard the quote, “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” To ensure that service excellence is a habit we have regular training which begins during the onboarding process. Some techniques that we use on an ongoing basis are one-on-one on the job training, customer feedback reviews, daily huddles, and other enrichment training.
While it can seem like training is never ending, it is crucial to your business’s, representative’s, and customer’s success.
— Megann Wither, Doc’s Doggy Daycare