At MGI Learning, we understand that the true value of customer service training lies in a structured combination of the learning event itself and what happens next. A powerful training programme can spark transformation, and it’s a successful embedding process that ensures new behaviours become a lasting part of company culture and drive business metrics. From day one of the entire training process, managers are pivotal to successful embedding. They are the bridge between fresh learning and sustained, everyday practice, ensuring skills are understood, lived, linked and led across their teams. 

So, how seriously are leaders and managers taking the embedding process in your organisation? 

Let’s explore a proven four-step framework that helps managers embed customer service training in a way that brings about consistent cultural change and long-term team performance improvement to see if there are any gaps. 

1. Learn the skills and use them: Build the foundation first 

The first step is for managers to fully absorb the learning, so they feel confident explaining and demonstrating the tools and skills to others. By investing in their own understanding first, they are better equipped to help their teams apply the learning effectively. 

A key early goal is for managers to develop a deeper understanding than their teams, enabling them to coach, guide, and support embedding activities. When leaders actively show their capability – particularly in customer service skills – it sends a powerful message, motivating teams to engage as well. 

One common pitfall is when frontline teams disengage because they do not see their managers or senior leaders modelling the skills being taught. This is easily avoided when leaders adopt the communication style they want their teams to use, drawing directly from the content of high-quality customer service training programmes. 

2. Live the use: Apply the skills daily 

To embed the skills deeply, they need to become part of everyday routine throughout the entire team. Managers should lead the way by using the tools daily and encouraging their teams to do the same. 

Embedding starts with consistent, practical use. Everyday interactions, meetings and routines are the ideal place to integrate new behaviours. Support this with micro-learning, bite-sized refreshers and accessible tools – from quick-reference guides to group practice sessions – to bring the learning to life. 

Try introducing: 

• Daily reminders of key tools and techniques 

• Team check-ins to share experiences 

• Reflection questions to evaluate how the tools are being used 

Celebrating early successes is also key to living the training. Positive reinforcement shows the tools are valued, driving motivation and buy-in across the team. 

3. Link to results: Connect the training to meaningful outcomes 

Learning is also about feeling inspired and motivated. Understanding the “why” behind the training helps managers recognise its value to team success and the customer experience. 

Embedding becomes truly powerful when new skills are connected to the team’s work. This step is about integrating the training into everyday systems, language and ways of working. Could everyone trained be able to explain the value of using the tools in helping them positively manage whatever comes their way at work, build strong relationships and deliver excellent service? 

Think about how performance expectations, objectives, customer outcomes and recognition can be aligned to the behaviours and skills introduced in training. The more your people see the training reflected in the structure of their work, the more naturally it becomes a way of life. 

It’s helpful to: 

• Include key skills in one-to-one conversations and feedback sessions 

• Use the training language in performance reviews and appraisals 

• Link training outcomes to customer feedback and business metrics 

When teams understand how their behaviour contributes to the bigger picture, they’re more likely to say committed. 

4. Lead with action: Be the role model 

The most powerful embedding action managers can take is to lead by example. Managers who consistently demonstrate the tools and behaviours in everything they do, show teams the real-life value of using them, every day.  

One common pitfall is when frontline teams disengage because they do not see their managers or senior leaders modelling the skills being taught. This is easily avoided when leaders adopt the communication style they want their teams to use, drawing directly from the content of high-quality customer service training programmes. 

Managers should be able to describe how they personally apply the learning, how it shapes their leadership and how they’re helping their team do the same. 

To lead it well: 

• Share their own learning journey 

• Ask reflective questions to check team progress 

• Provide ongoing encouragement and praise 

Consistent use of the skills and commitment are the strongest reinforcements of the training’s value. 

Embedding for the long-term 

Embedding is a continuous cycle of reinforcement, reflection and refinement. Influence from managers can transform a training programme from a one-off event into a springboard for lasting excellence in customer service and team culture. 

Your managers play a critical role in this journey. The question is: are they truly embedding the learning? Are they learning it, living it, linking it and leading it, every day? Because when they do, they create a culture where new skills are embraced, shared and celebrated as part of everyday work. 

How MGI Learning supports lasting change 

At MGI Learning, we know that truly effective customer service training goes beyond a successful event. Our expertise lies in helping organisations embed new behaviours so deeply that they become a natural part of everyday mindset, language and action. With our Mindset, Language & Actions Toolkit and our comprehensive approach to embedding – including discovery, tailoring and comprehensive learning journeys – we ensure organisations experience meaningful culture change, consistent performance and measurable business impact. 

Want to ensure your training sticks? 

Get in touch to learn how MGI’s robust manager embedding programmes turn learning into lasting excellence. 

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