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Why Ongoing Customer Service Training Is the Key to Business Growth
Customer Service Achievement: Why Training Matter Less Than You Think
Learning how to apply customer service processes increases the ability for Staff to get the sales.
The other day, I was analysing the results of another customer service training initiative, and it occurred to me: we're fixing the wrong challenge
Close to twenty years of helping businesses has proven to me one crucial truth: most training overlooks the fundamental issue
Just months ago I completed a extensive analysis of client satisfaction outcomes across eighteen separate companies that had in the past twelve months finished major customer service training initiatives. The results were disturbing
Despite substantial amounts of dollars committed in professional development workshops, patron satisfaction ratings showed virtually no sustainable improvement. Sometimes, performance actually declined after the following year of course finishing. Great result on budget, right?
Client feedback ratings? Complete nightmare. I know prospects can pick up on these emotions in the workplace also.
It took forever before I realised we were creating robots, not customer service representatives
What I uncovered was that employee motivation to offer superior service was being constantly hindered by systemic limitations
The fundamental concern isn't worker competency. The problem begins with how we view customer service in the first place
When your company recognises efficiency over relationship building, employees will concentrate on productivity
They recruit inexpensive staff, give minimal support, then wonder when customer experience falls short. They employ the most affordable workers they can find, give them limited training, then wonder why customers moan about poor service
This creates a futile loop: substandard outcomes triggers improvement programs, which deliver temporary results, which creates demand for additional training, ad infinitum
Meanwhile, the actual problems dysfunctional staffing practices, contradictory incentives, poor support, problematic organisational climates stay ignored. I guess clients can pick up on these vibes
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