Grosvenor Training services
The challenges of customer service training that works
by Keith Crampton
Customer service training was the first thing I ever got involved with in my learning and development career. I loved it both for the challenge it gave me as a trainer but also for the significant positive impact it had on the organisation. Twenty odd years later I still feel that buzz but also carry a weighty burden of frustration about the ‘tick box’ way that it is sometimes approached. For many organisations it seems to come around every few years but with the advent of service centres, overseas call centres and the role of e-mail technology in customer liaison and troubleshooting there are a whole new set of challenges
With this in mind I was priviledged to partner Richard Pennell in a research Project that asks the question: ‘Why is it that some people and organisations just don’t GET IT?’
In an economic down turn it pays to suck eggs
We often talk about emotional intelligence when referring to understanding our customers and their needs. Right now, we must consider the working level of our emotional intelligence by heightening our awareness of customers’ needs and measuring our reaction and response to those needs.
I’m not teaching you to suck eggs but I am asking you to approach your service as if you were just presented with an egg and asked to suck it. Keeping in mind you are in a suit and don’t want to get messed up, you have a full set of teeth but as yet you don’t know if the egg is uncooked, lightly cooked or hard boiled. All this you will have to work out for yourself. You also do not know if you have a spoon, knife or simply your bare hands to work with.
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Have you lost your MOJO?
It happens to the best of us and in times of increased targets and shrinking markets maintaining enthusiasm and the motivation to be on top of our game can be hard. Join us to re charge your batteries so that you are back in action and ready to make the most of every opportunity.
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Do your customers expect too much?
With the emphasis today on value added sales it is important to sit back and take stock of what is valuable to your customers and how to keep them happy without selling your soul. Service is about selling and selling is about service – come and enjoy the experience of improving your customers experience.
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The Five Steps to Success
We guarantee that if you follow our 5 step plan you will see the benefits of training in your organisation. Are you ready to take the first step?
