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Many business owners on Koh Samui agree that English training for staff is essential. After all, how can someone learn to drive when they haven’t been taught? However many business owners here on the island have become frustrated with English training, feeling that they’re “simply throwing money away”. But English training should be thought of as an investment, not a cost because, if done properly, with well-planned training sessions which are co-ordinated with a company’s objectives together with customer satisfaction as the primary goal, money spent on focused English training provides a beneficial return on investment.
It is also good to remember too that inadequate English training can result in higher turnover, a negative working environment and most important, unhappy guests. A business loses 68% of their customers as a result of an employee having an indifferent attitude. This indifference is typically the result of an ill-equipped, dissatisfied employee who does not have the motivation and English skills they need to do their job effectively. But merely sending employees off to be trained isn’t enough. Making certain employees hold on to the English skills they’re taught requires briefing, debriefing, monitoring and constant reinforcement by the owner.
Those employees who are scheduled for English training courses need to be briefed prior to English training so they can appreciate why the English training is important and what will be expected of them afterward. Identifying the English training focus differs from job to job, from front of house to back of house, and from business to business. In reality, what might appear essential for an employee to learn from the owner’s point of view could be completely different from that of the customer’s perspective.
Because of this, it’s vital that business owners ascertain their customers’ requirements and evaluate if they’re being fulfilled as this information needs to be taken into account when preparing English training sessions and must obviously be passed on to trainees. Carrying out a variety of customer-service surveys can help discover these requirements, how effectively they’re being achieved, plus the areas in which employees are falling down and how they may be improved.
After English training sessions, employees need to be debriefed to make certain they learned the language they were meant to. Debriefing likewise helps reinforce the reasons why new language skills and training points are necessary. Most businesses will pay out thousands of baht on English language programs, but merely a small fraction of that amount – if any whatsoever – on monitoring and reinforcement. It’ takes 6 months to change an old behaviour pattern with a new one, but it is important to remember that in order for this to happen English training topics must be constantly monitored and reinforced.
Customers also provide reinforcement for employees, especially if employees recognise that customer satisfaction is higher than before the English training. If so employees are apt to make the continued effort to maintain those higher levels of customer satisfaction. Often the smile on a customer’s face is sufficient, but sometimes it’s going to necessary to perform customer-service surveys either verbally or via comment cards. This customer feedback needs to be passed on to employees too so can understand that the learned language and skills are making a difference.
Correctly trained employees are definitely an asset to any business. Which is why, well-structured, professionally delivered English training such as the ETC…Confidence in English programs plus proper monitoring and reinforcement saves time, costs and customers!
So contact us today and see how our strategically designed English Training Courses will focus upon on the specific requirements your business needs to build and develop successful international guest, client and customer relationships.
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