It is an absolute necessity. As a representative of the company, it is imperative for any customer facing personnel to be appropriately trained.
A common mistake is to underplay training and still expect results in a competitive market scenario.
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Mitash
06/16/2009 03:31
Hi Rahul
Training as a Strategic Differentiator - I mean - strategically you train your staff to sharpen & enhance their skill so that whenever they meet a CUSTOMER directly or indirectly - they LISTEN to the CUSTOMER and try to SOLVE the CUSTOMER'S PROBLEM.
Because BUSINESS = CUSTOMER
If there are no CUSTOMERS - not a single BUSINESS can survive in the world
Most of the Company's invest in Product development ( which is very important ) , Marketing , Adv , - very few company invest on their people as far as training is concern. Again the Training Program needs to deliver 100% result & not just a routine fullfillment of the training need. say for example - if a trained Sales Person visit you - he will LISTEN to you CAREFULLY and will POSITION his PRODUCT according to YOUR PURPOSE.They will TALK LESS & LISTEN MORE. They create more BRAND LOYAL CUSTOMERS
If on the contrary - an untrained sales Person visit you - they will TALK MORE about their PRODUCT and try to PUSH their PRODUCT without understanding your requirement.They are not bothered about you as a customer - they just want to sell anyway (mis-sell)- ultimately the customer suffers & leave the BRAND PERMANENTLY.
So the BUSINESS will start LOOSING the CUSTOMERS PERMANENTLY.
So the Strategy is to TRAIN them up to deliver RESULTS - which generates CUSTOMER LOYALTY and make Training as a Strategy to be a Strategic Differentiator in the market
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Joy
08/24/2009 20:49
Training and development is an integral part of any strategy, becuase the macro level view of doing WHAT is covered in the strategy discussion / plan and the HOW part is executed by training the people to move towards that direction.
You are absolutely correct Joy - and to execute the HOW part - the participants need a piece of LEARNING to be TRANSFERRED to THEM , THEY need to ASSIMILATE THAT , THEY need to RETAIN THAT and at any given time they need to RE-CALL THAT.
The current problem in the market is to create a LEARNING ENVIRONMENT .
To-day people think - if they speak well - they cover the above mentioned points ( which is not ) & it has got a definite scientifice process of 1.TRANSFER of LEARNING , 2.RETENTION & 3.LONG TERM RE-CALL
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Debraj
10/25/2009 12:03
I feel the importance of Training in today's financial solution marketing is paramount. However, we see in many companies the training division is being adjudged just as a filler/ a he routine excercise. It is the onus of qualified trainers to change the situation in their advantage.
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