Getting someone ready for this industry is not an easy task. When training new employees you have to understand where they’re coming from. Do they have prior experience in customer service? Maybe they have no related experience whatsoever, you can work with that too. Sometimes it’s better to train someone who doesn’t have experience versus someone who thinks they know everything. Get to know your new hire’s background before you begin.
Establish procedures and company values
It’s important to let a new hire know the company’s mission. Every current employee should be doing their jobs while portraying the company’s missions and values. With every new hire coming in you want to make sure they’re clear on what those are.
“I train on company values, visions and goals to start, so that all training can be related back to those core values.” - Jason Seal, CVO
Start slow, be flexible, and adapt.
Not everyone learns the same way or at the same speed. You can’t train everyone one way and expect them to retain it the same way. Everyone is different. Instead of getting frustrated, figure out a way to mend the training to meet a person’s needs. Is there a concept they’re struggling with? Put yourself in their shoes and see things from their perspective. This’ll help you find a better way of going about your training process.
Use the 70/20/10 rule
Lessons that are successfully learned are roughly 70% by doing, 20% by listening, and 10% through courses and reading. Meaning have your trainee do most hands-on training while you guide them.
To wrap it all up you can’t expect a new hire to learn everything all at once. Hit all the concepts and expectations, but don’t expect them to learn it until they actually do it. A lot of learning comes from consistently doing something until you get the hang of it. Like teaching a kid how to ride a bike, this is when you let go of the handlebars and let them go on their own. Eventually, they will get it and be riding well on their own.
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