How can businesses ensure that soft skills training leads to tangible improvements in customer experiences, rather than just ticking a box on a training program checklist?

Businesses can ensure that soft skills training leads to tangible improvements in customer experiences by aligning the training with specific customer service goals and expectations. This can involve incorporating real-life scenarios and role-playing exercises to practice applying the skills in a customer-facing context. Additionally, providing ongoing support and feedback to employees post-training can help reinforce the learning and ensure that the skills are being implemented effectively. Finally, measuring the impact of the training through customer feedback, satisfaction surveys, and other key performance indicators can help track progress and identify areas for improvement.