Alright, I’ll be honest. When I first joined Lessonly’s Services team, I had a very general understanding of what it is that I’d be doing. Fast forward to now, and not only do I know what we do as a team, but I see the value of what we do. We’re the “extra set of hands” to help our customers make Lessonly a success in their business. We’re in the trenches helping our customers help their teams do better work so they can live better lives. But in a world where we support hundreds of customers in as many different industries, how can any of us possibly know how to support every customer how they need to be supported in order to create the greatest impact for their teams? One word—training.
I’m here to talk to you about the importance of training for professional services teams like mine and the types of training I’ve found to have the greatest impact on my performance as part of the Services team.
Living in the grey
Unlike customer support reps who tend to have more black and white processes in their job training, professional services teams live and work in the grey. It’s a world full of variation and exceptions to the rules, which can make the training needs of our customers difficult to understand and a list of training objectives hard to outline.
Nonetheless, professional services teams still need training to support them in creating high quality deliverables for clients. Great training has helped me align my work with my customers’ priorities. The purpose of training for me has looked like being set up with a solid foundation and feeling equipped to do this job effectively, even though it looks different every day. Quality training from my manager and lessons in Lessonly are helping me leverage my resources strategically to create the most impactful solutions for my customers.
So, what is training actually like for someone in a professional services role?
Here are some training objectives examples to get you started:
- Be able to accurately and succinctly articulate to your customers what your role is and how it fits into their story.
- Explain what the customer journey looks like to them.
- Describe the kind of work you and your team do with other teams to help new customers know what to expect.
- Be knowledgeable about your product, platform, or organization so you can be aligned to your company’s messaging expectations.
- Understand the foundational principles and processes behind how and why your team approaches work the way they do.
If you work in professional services, my hope is the five objectives above serve as goals for you and your team to work toward. What does bringing those objectives to life actually look like though? It’s all in the details. To get started, you’ll need to leverage different types of training and development. Here’s an outline of how I was trained to do my job and engage with new customers:
- Complete a lesson in Lessonly about what I should expect during a kickoff call, what content is in the kickoff deck, the expected outcomes, and required follow-ups of that first call.
- Listen to a recorded example of a great kickoff call.
- Record myself delivering the portion of the call that falls under my role and receive feedback from my manager. Repeat this process after feedback until I’ve got a version I love.
- Have a senior peer or a manager ride “shotgun” on first 4-6 kickoff calls and receive feedback after each one.
While these are just some examples of my personal experience as a Services Delivery Manager at Lessonly, I can’t stress enough the role training played in setting me up to hit the ground running as a new member of the Services Team. The purpose of training and development for the Lessonly Services team is to give all of us the foundation, tools, and understanding of what success looks like so we can develop the skills and confidence we need to deliver great value to any customer, regardless of circumstance.
Having experienced both a robust onboarding process and ongoing training at Lessonly, the benefits of training for individuals on my team, including myself, have been exceptionally clear. I am so thankful for all of the time and effort that was invested in creating a training program for my team. I’ve never felt so well-prepared and confident to step in front of a customer and do my best work.
If you have any questions about my experience, shoot me an email at firstname.lastname@example.org. I’d love to chat about it!
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