Customer and employee relationship training

10 Reasons to Train your Staff in Employee Relations | Knowledge Anywhere

customer and employee relationship training

Employee relations can make or break the way employees and even prospective Employee Training: Employees need a clear understanding of the organization's “rules of the road. . Client Spotlight: Community Contacts. Our employee relations training course provides both basic and in-depth training to managers about the issues that are often a root cause of employee. Results 1 - 50 of 58 Interested in learning about Employee Relations & Employment Law? lists the best training courses for HR Professionals Just as important is the relationship with customers, click here for CRM courses.

Workplace issues are not just all over the current news cycle, they are the current news cycle. Sexual harassment, assault, bullying, communication breakdown and discrimination are topics of conversation and condemnation from Hollywood to Washington to major corporate boardrooms. This article will explain how employee relations training can help ensure a healthy work environment for everyone in the office.

What is employee relations training? Employee relations training is professional coursework offering a variety of insights and solutions to issues affecting the human factor in the workplace. Employee relations training empowers businesses to proactively identify potential conflicts and resolve them before they become complex problems, and provide guidance and navigation through laws and regulations governing the handling of disciplinary, diversity, labor, performance and conduct issues.

What purpose does it serve? The training offers regularly updated guidance for attorneys, HR professionals and managers on the practical aspects of laws governing employment, compliance, investigations, litigation, grievance procedures and other management issues. Legal Issues Offering the training and providing refresher courses regularly impacts your staff when legal issues arise.

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Their understanding of the law and their role in its administration can resolve a disagreement or misunderstanding before it becomes a lawsuit or national media story. Training strengthens trust between employees and HR Employees know HR will listen and take the necessary steps to settle a situation, without fear of personal or professional repercussions.

customer and employee relationship training

Dealing with grievance An employee with a grievance and no guidance has no confidence in an untrained HR department. Staff who choose to file complaints need a non-judgmental employer who offers help and support. Healthy Work Environment Employee relations training fosters a healthy work environment. Improving employee perceptions of these root causes will have a positive influence on their behaviors and thus, you will see improvement in customer perceptions as well.

To further improve customer relations and, of course, profits you must also survey your customers. As with employee surveys, customer surveys are invaluable if they are scientifically sound.

I am not referring to a 5-item questionnaire like the too brief instruments I have seen at many of the businesses I patronizebut rather I am referring to a comprehensive, carefully worded instrument designed to measure both obvious and subtle influences of customer behavior.

Organizational psychologists have specialized doctoral-level training in survey instrument design and are the best choice for this task. The next part of the process is taking action on these root causes.

customer and employee relationship training

Improving customer perceptions of the root causes will further increase their desire to continue doing business with your company. This leads to increases in sales and profits. Taking action on customer root causes is not the final step, however.

The survey process needs to be ongoing. There are two reasons. First, resurveying is the only way to know for sure if the strategies you implemented had the desired impact.

Employees, Customers, Surveys, and Business Success

Secondly, human behavior is not static: You must continue to keep your finger on the pulse of your employees and customers in order to stay abreast of the root causes of their attitudes and behaviors. By doing so, you can adjust your strategies when necessary and continue to see increased profits. Recently, the National Business Research Institute NBRI conducted a scientific survey of the employees and the customers of a large financial advising company.

The item identified as the primary root cause was: The root causes were positive, meaning they were having a statistically significant, positive impact on the items they influenced. The first item identified as a root cause was: The second part of the survey, measuring customer attitudes and perceptions, revealed three root causes of overall customer satisfaction. In order of significance they included: Once again, three root causes were identified.

It is coincidence that many of the variables studied at this company had three root causes. The number of root causes varies by sample as does the specific drivers identified. Any interventions made by this company that improve customer perceptions of the root causes will directly and significantly increase customer overall satisfaction and willingness to recommend and therefore, will increase financial performance.

The relationship is bi-directional meaning that decreases in perceptions of the root causes will directly decrease financial performance. Leonard Berry has written a book called Discovering the Soul of Service: I both agree and disagree with his approach.

I agree that in order to have a successful business you must place a high emphasis on the people involved; both the employees and the customers.