Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the mud. It's crucial to learn about new developments in your field. If management at your agency hasn't developed a learning plan for keeping abreast of new ideas and developments, try getting together with other CSRs and creating one of your own.
Learning plans should include four major areas of education: industry-related, job-related, general business, and personal growth. The following information is based on hundreds of suggestions and questions collected from CSRs across North America. This learning plan includes subjects of interest specifically related to customer service within four areas of education:
- Industry-related: coverage available/applicable, legislative issues, interdepartmental relations, company operations, political and legal issues, etc.
- Job-related: workflow processes, job skills, 'tricks' of the trade, time-management techniques, etc.
- General business: how other agencies operate, writing and interpersonal communication skills, understanding financial statements, advertising and marketing plans, applications of automation, cost accounting, record keeping, etc.
- Personal growth: goal setting, wardrobe planning, tax planning, CPR, home/auto buying tips, suggestions for effectively using public libraries, positive thinking, personal success stories, etc.
Each agency should develop a learning plan to suit its particular needs. Using these four areas of learning as a guide, find out what questions staff members in your department want answered and create a plan that addresses these topics.
Learning can take place in a variety of forums (attendance should be optional). Have a lunch-time session. Meet an hour before work starts - what a great way to start your day - learning something new! Incorporate small segments of learning into regularly scheduled agency meetings. Stay past closing time. One person can be assigned to bring hors d'oeuvres, or have a potluck. Meeting on Saturday mornings is another option: Someone should be assigned to bring the donuts. But whichever forum you choose, and however much fun you have, make sure the topics covered have substance.