Customer Service Training Wasted

Customer Service Training Wasted

Why, with all the money spent on Customer Service training is customer service struggling to meet customer expectations?

Right now business is investing less in the development of front-line customer service skills at a time when the quality of customer service can be an organisations major point of difference and add real value

The reason is the ineffective outdated approach to this type of skill development resulting in little improvement and the investment turning into a business cost.

“When customer service training is carried out without a proper customer experience foundation, the training itself has very little impact on changing employee behaviour and ultimately little impact on improving customer experiences.”

According to Chris Bell, his company Customer Experiences is the only skill development provider that is approaching front-line skill development differently.
All our Leadership, Sales and Customer Service programmes are based around an organisation’s vision, defined customer experience and service standards rather than some abstract concept of good customer service.

Bell says they are hearing more and more stories from business talking about little change in results from sales and customer service teams after a commitment to training and reluctance to investment in further programmes.

While chief executives understand the need for a cohesive customer service package, many do not know how to go about making changes.

In his work with businesses, Bell has found that they do not lack intention or initiative but they sometimes expect a quick fix. Throughout the business world customer related activities have been undertaken as initiative programmes. They run for a short period but are never embraced as a full operational strategy.

Bell was not surprised at the recent results of a NZ Benchmark survey. This showed poor work culture and a lack of workplace leadership is costing the NZ business sector more than 2.6 Billion a year.

Culture comes from an organisations leadership and these result show a lack of focus both on an organisations people and customers.

Bell said customer service training providers must stop marketing their products just to fill a workshop. He said they must take the time to understand the businesses they are dealing with and ensure they have an effective follow-up programme in place to maximise any skill development programme.

ENDS

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