Creating the Ultimate Customer Experience: Training and Development – Is There a Difference?

Training and Development. We always say these terms together – like peanut butter and jelly, ham and cheese, or profit and loss. But, is there a difference? Can we do one without the other? The answer to the first question is that there is most definitely a difference and the answer to the second question is maybe. Let’s take a look at defining these two terms as they apply to your organization’s needs.

Training is providing the basics to your work force. When education professionals use this terms they are usually referring to the skills that are essential to performing the most rudimentary tasks. Training also refers to  providing your work force with information that is essential to smooth operations. Training might include familiarizing your work force with the products you sell and support, delineating how the organization defines the customer experience, and explaining operational policies.  Training is most often associated with that portion of the work force that is classified as entry level or for those who may be brand new to your organization.

Development, on the other hand, has to do with the teaching of more advanced skills. Think in terms of advanced product applications, advanced technology skills in the areas of systems and software, leadership development, management development, creative problem solving, productive thinking, etc.

Many of our clients ask if they need to be concerned with both aspects of education in their organizations and my answer is that it depends on the composition of your work force. Do you have a pool of young talent that is new to the working world or new to your organization? Then you probably need to be concerned with teaching them the basics. As your work force matures, in terms of age and experience, or if you already have a percentage of more experienced personnel working for you, they will be hungry for more advanced knowledge of how to perform their jobs better, faster, and easier and that’s where development time in the classroom comes in.

As you budget for the year ahead, be sure to plan for both – training and development. An educated employee is a happy employee and that makes for happy customers! Let Market Viewpoint help you plan for the training and development of your staff in the year ahead.

Now let’s get out there and make some employees and customers happy!

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