ALEXANDRIA, Va. – On this week’s episode of Convenience Matters, “Employee Training for Success,” hosts Carolyn Schnare of NACS and Donovan Woods of the Fuels Institute, talked with Jeff Kahler, president of Ready Training Online (RTO), about the importance of consistently training new employees.
With customers in and out of a convenience store in less than four minutes, it’s even more vital that retailers maximize the guest experience. From an operational standpoint—the guest experience—employees need to know how to handle the kinds of issues that come up during a shift, such as when to open a new cashier line, how to greet them with eye contact, etc.
“You want to make sure you’re doing all those things that are important to the guest,” said Kahler. “You have a single shot of making it right, and you want to be sure you make that one lasting impression [with the guest].”
The guest experience extends beyond the checkout line too. RTO’s No. 1 online training module is restroom care. “That’s now becoming an ever-growing experience and a destination shop for customers,” Kahler said. Training can help retailers become that primary place customers want to stop.
Ongoing training beyond onboarding also tells employees that you care about their career development. “Training really runs hire to retire, so that employees of all levels are always learning,” Kahler said.
NACS partners with RTO to offer comprehensive solutions for a variety of training needs.
Each week a new Convenience Matters episode is released. The podcast can be downloaded on iTunes, Google Play and other podcast apps, and at www.conveniencematters.com. Episodes have been downloaded by listeners more than 60,000 times in 80 countries.