Here is a helping hand for those trying to have business cases and budgets approved for developing their service teams in the New Year.
The scenario goes:
Client: Jaquie, why should we bother developing people in service roles? Does it really pay back?
Jaquie: Here are five reasons why:
1. Staff members, who are closest to the customer, have the most significant impact on your brand. How a customer feels about interaction with one employee is how they feel about the brand itself.
2. It will retain employees and minimise turnover. Developing your staff provides growth and learning opportunities, and is a key driver in retention issues. According to the Workforce Learning Report published by LinkedIn in 2018, 93% of employees would stay at a company longer if it invested in their careers.
3. Developing your staff will free up time for you in the long run. When you develop people, it encourages creative thinking and problem-solving skills. Employees learn to think for themselves rather than depend on the manager to make every decision.
4. You will learn more about your business. Development opportunities provide a platform for conversation and sharing where employees are encouraged to share insights, information and views that managers and leaders do not have.
5. ‘81% of Australians want to interact with a real person MORE as technology improves.’
Therefore, we need to enable, evolve and engage the humans at the frontline who are interacting with customers.
If you need further help just call.
In service to you and with love.
“Love Being in Service”