Boost 'smart working' with customer care training

Investing in customer care training will not only benefit a business, it will boost employee engagement and promote "smart working".

That is the conclusion reached by marketing expert Jonathan Wainwright in his analysis of training trends over the last decade.

Mr Wainwright, a business development strategist with FCG Consultancy, claims customer care training in particular has risen to prominence in recent years.

However, he suggests that customer care generally will not improve if employees' motivation and communication skills are not honed as well.

"Employers need to tap into their employees' emotions, connect with them and get them fired up about the service they offer customers," he tells the Cambridge Network.

This can be achieved through training which identifies the services and product delivery that draw customers back and then relays this insight to workers so it feels "real and relevant".

Mr Wainwright also believes managers need to "take the time" to determine the training needs of individuals to maximise any performance management initiatives they implement.

In a recent report entitled One Size Does Not Fit All, employee engagement and retention specialist TalentDrain also underlined the benefits of differentiating between staff members to tailor training and maximise their individual strengths.