Great Customer Service Training has to be Real
For customer service training to make a difference in the workplace and to customers it has be realistic for the trainees.
Often trainers come into our organization and they have no idea what it is like to work with our customers and talk about an idealized situation.
Yes we know we should help customers and believe you me, I try, but some customers make it very difficult they start shouting or swearing right from the get go. Really good customer service training takes this into account.
I'm fed up of Rah!Rah!Rah! cheerleading type training which tries to "inspire us" to do the right thing. I want to know how to do the right thing when customers are upset with the product and the service they have received from our company. More and more customers seem to be upset about service, especially when money is tight.
The best training I have ever been on just looked at that - what customers say, why they say it, and what we should do to respond.