Commit To Customer Service Training For Your Employees
Employees — especially front-line service employees — must be trained to deliver service. The service mentality and the desire to provide service are not native traits. Once trained, employees’ motivation (commitment) must be renewed. In 1979, long before customer service came into vogue, I designed a customer service training program that organizations could use to change the attitudes and the behavior of employees. This was my ninth year in the consulting and training business. I saw organizations spend millions on advertising, trying to attract customers. But then they used baseball bats (figuratively) to drive them away. This was bizarre behavior, I felt. If these organizations would just provide good service, making their customers feel special, wanted, and appreciated, they would keep the customers their advertising attracted. The customer service training system I developed continues to be used by millions of people throughout the world. It is cost effective and user friendly, and it is written to be understood by the employee participants, not just management and trainers.