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Customer Service Training Techniques That Actually Stick
Why Your Customer Service Training Initiative Isn't Working (And the Practical Approach That Does)
Where most Leaders miss out the the secret sauce is they don't work to improve their team and they then are losing out.
Recently, I was present in one more customer service course and it struck me: we're instructing people to behave in ways that have minimal connection to do with genuine customer interactions
Seventeen years consulting with various enterprises around multiple industries, and I can confidently tell you that 85% of improvement workshops I've been involved with tackle the wrong problems
I recently supported a Darwin professional services company that had allocated a major budget to customer service enhancement. Certified facilitators, detailed workshops, the whole treatment. Several months later, minimal change was noticeable
Despite substantial amounts of dollars invested in professional education initiatives, customer experience metrics showed negligible lasting advancement. Frequently, service quality actually deteriorated over the following year of initiative completion. Great return on spending, right?
Service quality measurements? Rock bottom
What is important though companies could look on working on the staff outcomes. When they do this they in turn will develop customer support as well. Most leaders state happy employees cause satisfied customers. It is true that if you have a performing workforce then your workplace will thrive. I know that Customers can get and idea on these emotions in the workplace as well.
The insight came when I started investigating the company atmosphere itself
What I found was a classic example of what happens when motivated staff are put in environments that consistently sabotage their sincere intentions
The root cause goes right back to how companies approach customer interactions. The majority of businesses handle it like a burden, something to minimise rather than maximise
If leadership views customer service as complaint handling rather than business development
They'll adapt to the true incentives, not the stated ones
This results in a destructive cycle: businesses pour money in development to solve quality problems, the courses produces minimal results because it fails to address the fundamental causes, so they invest in different training
Simultaneously, the fundamental causes flawed selection decisions, misaligned priorities, limited systems, negative company atmospheres stay unresolved. I know Customers can get and idea on these vibes
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Website: http://marketingmanagement-jne.blogspot.com/2008/10/
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