Customer Service Training: It's a Waste of Time
Posted by Jody Pellerin on Fri, Aug 05, 2011 @ 10:00 AM
Get your attention after last Monday's post? This seems like it will be a rebuttal of that post, but just listen and you will find out that there are more people to train than just those on the front lines.
A learning culture must be in place for customer service training to be effective. It doesn't do any good to tell new employees one thing and have their manager contradict it. Management needs to know how your business trains the customer support staff so that it can reinforce that training.
Nothing will frustrate an employee faster than being given contradictory instructions. This frustration will shorten the shelf life of that employee and possibly some of your customers too.
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