Published in Customer Service Training, Bespoke Training · 1 October 2019
As a business develops, so must its employees. In order to attain the company's goals, it's vital that all staff members are on the same page in terms of training and development.However, in any industry and in any workplace, there will always be a number of skill gaps hindering these goals.How do you identify the areas that require training and what can you do to fix these skill gaps?Step 1: Identify the essential skills your employees needThere's simply no way you can set about training your staff if you don't know what they actually need training on! Therefore, you must first identify the exact skills your staff need to possess in order to perform their job at the best level possible.There's no way you can set about training your staff if you don't know what they actually need training on!Bear in mind that these skills will vary depending on the role, so it's important to take everyone's specific job requirements into consideration. A customer-facing sales representative will have a different skill set to someone behind the scenes, like an office administrator. You may even call upon a person's direct line manager to ensure you're getting an accurate representation of just what skills are required in a particular position.This first step is a quick and easy way to recognise the main skill areas that are essential to roles within the company. From here, you can hone in on identifying where gaps are present and work to resolve them.Identifying and resolving skill gaps will help you achieve your company's goals more effectively.Step 2: Survey your employeesTo get a better idea of where competency gaps are present and the areas that require more training, companies should focus on performing skill tests. However, be mindful that the word 'test' has negative connotations and can cause unnecessary worry. Therefore, remind your employees that these surveys are for their sole benefit, as they can help them to develop current expertise and learn an array of new skills to aid them in future career endeavours.Here are a few methods you can adopt:
- Role play - If your organisation has a predominant focus on dealing with customers, set up a range of staged scenarios to see how your employees act in different situations. This will enable you to observe how they operate in various customer situations, and whether they ask the right questions.
- Written assessment - A simple questionnaire is an easy way to test your staff's knowledge on certain topic areas. Questions may include how they would deal with a new customer or how they cope with complaints.
- Performance gap analysis - This method allows a company to collect data in various areas to measure just where gaps are present.This data may come from performance review feedback, employee surveys or customer complaints. Using multiple data sources helps confirm analysis results and properly identify skill gaps. Once collected, you'll now be able to measure individual results with others to see if it's merely the one person who requires training, or the whole team.
Surveys can help employees to develop current and new skills which can aid them in future career endeavours.
Step 3: Invest in external training
Once you've established the skill gap/s within your company, you can work out how to resolve them. One of the easiest ways to do so is through the use of external training. By enlisting the help of Artisan Consulting, we'll conduct engaging sessions based on your specific skill areas that require a little more work. Our facilitators specialise in offering expert advice on a range of topics such as driving revenue, sales performance and developing team capability.
For more information on how you could benefit from external training, give us a call today on 0800 404 142 today.