Motivating ESS for Training: Tips for School Business Managers

As a School Business Manager who manages a team of Education Support Staff, you know that providing excellent customer service is crucial for building positive relationships with teachers, parents, students, stakeholders, and the wider community. However, you may encounter resistance from some team members who may feel that attending customer service training is unnecessary or uninteresting.

 

Here are some tips to help you motivate your team and ensure that the training is effective:

Change the Name

Instead of using the term “Customer Service Training,” which may sound boring or uninspiring to some, consider using a more inclusive and exciting title, such as ESS Chain of Excellence or ESS Boot Camp. Promote the session as a reward for great work and highlight at least two benefits that will make their jobs easier. Also, use the opportunity to celebrate the team’s achievements and strengthen their relationships.

 

Design the Session with the Provider

Avoid using a generic training program that may not be relevant to your school, role, challenges, and learning needs. Instead, engage a provider who specialises in customer service and can customise the content to meet your team’s specific requirements. Ensure that the provider encourages attendees to share their concerns and best practices, but avoids role plays that can make staff feel anxious or uncomfortable. Also, build in time for breaks and ask the provider to encourage attendees to go outside to refresh their minds and bodies.

 

Join in the Event

As a manager, it’s essential to lead by example and show your team that customer service excellence is everyone’s responsibility. Join in the event as a team member and participate in the activities. Ask questions, share your challenges, and listen to your team’s concerns. Let the provider handle the tough questions and provide solutions. Use this opportunity to reinforce the importance of people skills and working together.

 

Remember, even if some team members still resist attending with a positive mindset, a well-designed and delivered session can be a positive step forward. External providers should be bringing their A Game and providing ideas to keep your team motivated to work together and provide consistently excellent service.

 

Contact us today to book the perfect professional development for your team.