How companies can create better onboarding experiences for their new recruits is a question that is asked all of the time. Just because an employee has been with a specific company for many years does not mean that they feel comfortable every time they walk in the door. The fact is that if a person is given the task of signing up for the company’s mailing list, filling out paperwork and meeting with a prospect or two on the phone does not necessarily make them feel welcomed the first time. It makes them feel as though they are being pushed or cornered into doing something they do not want to do. People who have been recruited to work in customer service roles often deal with this dynamic firsthand. These individuals know how painful it can be to have a hard sell put upon them before they even get to meet the new people who will be working with them.
How companies can create more authentic customer service training for their employees and recruits first and foremost starts with understanding why the process is so painful in the first place. It begins with the organization’s failure to understand that selling is just as much psychological as it is physical. There is a distinction between what people want to buy and what they need to buy in order to make that purchase. This is where the idea of “re-targeting” comes in. A company can change the way it processes information in order to gain a more accurate read on the customers’ needs and wants before it ever reaches the front line of the sales operation. Companies have to begin targeting the way in which they get ready for new hires so that they can hire the right people for the job.
Another reason how companies can create better customer service in the onboarding process starts with the way that some applicants go about applying for positions within the company. An applicant’s behavior towards those who will be interviewing them is one of the biggest indicators of whether they will be successful or not. When an employee comes unprepared, whether in the form of being too nervous to speak frankly or having rehearsed answers to tough questions, this is often the sign that the applicant is not cut out for the job. Hiring managers are left with the choice to either hire an applicant with little to no potential, or to risk wasting their time interviewing an applicant that may not even show up at all, Employee Onboarding Examples.
The last part of how companies can create better onboarding experiences for the front line of the business begins with the way that they handle the training of their recruits. It is very easy for a company to put out a few basic courses that are designed to walk a new recruit through the necessary procedures of their role. However, this is not sufficient. Far too many companies simply do not take the time to teach their recruits about ethics and human behavior, or how to write effective resumes and cover letters. In order for an employee to be fully prepared for their role, they must know how to communicate their skills and talents to a management standpoint, as well as how to sell themselves to a hiring manager on a personal level.
One of the best ways for a company to handle how they can create better onboarding experiences for their front line employees, is to have a series of mini courses available for their new recruits. These courses should be set up by the recruiting agency in conjunction with the training department of the company itself. Each day, a small group of new hires should go through the mini course. The goal is for these individuals to learn the basic skills necessary for performing their job responsibilities. Once they understand these skills, it will be easier for them to understand why certain actions are necessary in their position and why they should not engage in behavior that is detrimental to their position.
Companies that want to use how companies can create better onboarding experiences for their front line employees should not feel alone. There are many companies that are currently taking advantage of this process. However, it is important to understand that this is not a universal solution for all types of staff members. It is still important for companies to create an environment where their workers are comfortable and are able to understand the reasons for certain actions.