Customer service training is not a panacea.

I would like to share with you that often I receive calls that reveal that the prospective client experiences the need to provide better service or that front line staff want to be better equipped to deal with 'difficult' customers. This then leads to the conclusion that training will help solve the problem and the organization undertakes a search for a customer service training resource.

It is often revealing if the question is raised what causes the perceived service pains and I suggest that we should first investigate the causes before addressing the symptoms. Quite often we end up conducting a Customer Experience Workshop first to get a handle on what the customer contact or touch points are (Moments of Truth). We systematically analyze the customer experience for each contact point and define what is happening and what should happen. We pay attention to the presence of, or needs for standards and measures. We observe the occurrence of any non-value added activities (for which the customers would not pay you if they knew you were doing it). We harvest numerous improvement opportunities. And, Yes, (customer service) training is often identified here.

When I put forward this approach my prospective clients realize that training is a piece of the puzzle and that the total puzzle is larger. Now we have a better context for training and we are in a position to tailor our existing program (Customers Forever) to specific needs and context. We also use this workshop to harvest anecdotes and real stories and take note of the specific language used in the organization or industry.

So, the lesson is that if you think you want training, your real need maybe to identify causes first and then address symptoms with a variety of interventions, of which training is one.


What say you? Comments? Ideas?


Eric Fraterman
eric@customerfocusconsult.com
www.customerfocusconsult.com