How to Train Event Staff to Deliver Exceptional Customer Experiences

Business events contribute $1.5 trillion to America’s GDP. If this sector were a country, it would be the 13th richest of all time.

A successful event requires careful staffing. It’s part of a holistic growth strategy that helps any business from the smallest retail store to the largest corporation spread its brand message and make new connections.

Read on to learn the best strategies for training event staff.

Create Training Materials

Your training materials need to cover the basics, such as:

  • History of the brand
  • Type of experience the event should offer
  • Products or services being offered
  • Goals for the event
  • Key talking points
  • Frequently asked questions from customers
  • Operational instructions for any technology used
  • Footprints of even flow (or a street team to cover it)
  • Uniform requirements
  • Where to meet and park
  • Check-in and check-out procedures
  • On-site contact information
  • Schedules
  • Emergency procedures

These materials need to be easy to read but detailed if you want your event to go well.

Offer Several Forms of Training

On-the-job training lets your staff go into a real-world environment and experience what their work will be like in the moment. Try letting them go through the event as a customer would.

Blended learning lets them complete modules online at their own pace. Combining the two approaches keeps them learning whether or not they’re at work.

Use Technology

Technology can be as experiential as an event. Virtual reality makes your staff feel like they’re in a pop-up store or trade show before it’s even set up.

Mobile apps are another valuable asset. They let staff access information whenever they need to.

Train your staff to use this new technology. Give them backup plans in case it fails so that it won’t affect customer service.

Provide Feedback

52%.5 of employees want more recognition from their managers, and 41% want it from their coworkers. Spending even 1% more of payroll on it can lead to 85% more engagement.

Feedback should be a part of the staffing process from the beginning to the end. Offer online quizzes during training so they can see how well they’re learning the necessary information. When the event begins, contact them in person, through email, or over the phone to recognize them for their work.

Allow Enough Time

Offer training as early as possible and plan it like a mini-event. Add extra perks such as food so that your staff is prepared and excited.

If you absolutely cannot provide training until the day of the event, provide as much preparation as you can. Give your staff materials that go over the event and what they need to do.

Count the Cost

Typical items in an event budget include marketing and venues. Don’t leave training out of the equation if you want to make sure you get the best team for your money.

How much will you have to pay for your training materials or venues? It’ll pay off when you get the best team.

Invest in Your Business Staffing

Staffing for events is essential to their success. Training throughout the experience requires the right materials, a strategy that uses technology, regular feedback, plenty of time, and a careful budget.

Contact the Auctus Agency today to see how we can invest in your success.