Trainers are expert trainers….

Trainers know the content of their training enough to apply it effectively. They can tell you or any member of your staff why you conduct one process before another. Trainers can demonstrate the ideal patterns of usage for the content they train. They can also help reinforce the messages of the organization with you.

However, trainers are experts in training and learning. If you pull them to “help” the customers, who is helping your staff? Who is helping you? Customers always come first. However, by focusing on the numbers rather than the quality, you will negatively impact your customer satisfaction in the long run. Busy periods are the best times for the trainers and leaders to spend time with the staff to listen and learn about the flow of the process. Using your trainers to reinforce the content of training and how it connects to the business objectives and marketing plan can help you operate more efficiently. You build the skillset of your staff so that they can handle more customers, more effectively.

If you use trainers to act as expert front-line staff, you will watch the skills of the actual front-line staff decline and your customer satisfaction level out, and even begin to dip over time. You will also see your training quality decline over an even longer time
as your trainers become burned out. They will not consider themselves qualified trainers. They will, however, feel like glorified front-line staff. For those who enjoy the learning process, this will not be enough. Eventually, you will lose your best trainers because you didn’t respect them and the skills they bring. Remember, if you are not respecting your staff and your partners, your customers will eventually feel the same way.


Expertise is a funny creature…
it often disappears when another like beast enters the lair…