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How to Turn New Hires Into Customer Service Champions

 

Why Your Customer Service Training Budget is Being Misused (The Solution That Actually Works)

 

 

Where Most Managers miss the the secret sauce is they dont try to develop their team and they then are losing out.

 

 

You know what fascinates me about exceptional customer service? It's rarely about the training people receive

 

 

I've been in this field long enough to know that most customer service schemes are total loss of time and money

 

 

Last month I witnessed a Melbourne clinical facility that regularly achieves outstanding patient ratings scores. Their method? They recognise that you cannot teach someone to truly show compassion you can only find people who inherently do

 

 

Despite significant sums of dollars committed in high quality training courses, patron experience metrics showed little long term enhancement. In many cases, service quality actually deteriorated after the following year of training finishing. Great benefit on budget, right?

 

 

Here's what no one dares to admit: most customer service development bombs because it approaches people like automatons who just demand the right script

 

 

Nearly all customer service failures result from systemic breakdowns, not staff skill deficiencies

 

 

Actual customer service has bugger all to do with procedures and all to do with real communication

 

 

I figured out this principle directly during a complex consultation in 2015 when I was advising a well known Melbourne department store business

 

 

Complete training initiatives had been completed, thorough operating guidelines were in place Yet guests kept describing poor care and expressing frustration with their experiences. Yet patients were still complaining about inadequate service interactions. Customer experience scores? Still absolutely appalling. I know that Customers can pick up on these Simultaneously this costly cycle continues, the fundamental issues of disappointing customer service organisational breakdowns remain absolutely untouched. I know clients can pick up on these vibes

 

 

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