You lay awake at night worrying about your NPS as your organization fights for survival
Review your training efforts to ensure they are aligned with your goals for your brand reputation.
All too often training in this situation becomes reactionary or a "one and done" effort.
Once you realize your net promotor scores are lagging or after a bad online review/feedback survey the panic sets in.
This usually results in a thrown together training effort, that doesn't address the real issues or make any real change.
Usually this panicked reaction creates more confusion and stress for all involved.
If there is training offered in the firm?
Onboarding is often reduced to quick HR orientation and some 3rd party canned videos to tick regulatory requirements.
Job skills training is a scatted mess of informal, word-of-mouth, tribal knowledge.
Ongoing development? Nonexistent at worst and random at best.
None of which is going to help you push the NPS in a good direction.
Setting up a clear learning strategy that aligns and supports your NPS goals is straight forward.
✅ Identify processes or systems that erode NPS scores
✅ Ensure processes or systems themselves aren't the culprit
✅ Benchmark current training efforts & team skills or behaviors needed to improve those areas
✅ Review current training efforts to ensure they effectively address these topics
✅ Add additional training topics throughout onboarding, job skills training and ongoing development on topics that focus on & lever growth in the areas effecting NPS
✅ Build self-study resources with work aides, guides, quick videos or field manager delivered modules to reinforce the scheduled training programs
✅ Build a process to ensure new skills or behaviors are being used & create a feedback loop to for training improvements
This approach, compared to a thrown together panic session will drive a steady increase in those scores.
It doesn't need to be cumbersome, complicated or costly, it just needs to be.
Need a bit of help sorting all that out? Let's chat.
Comments