4 Things Your Customer Service Trainers Probably Won’t Tell You
Is your customer service training creating the outcome you are looking for? Maybe not.
There’s a quote attributed to John Wanamaker: “I know that half of my advertising dollars are wasted. The problem is, I don’t know which half.” Sadly, the same can probably be said for training.
Needless to say, I am a huge believer in the ROI of customer service training – but all too often I’ve seen money spent on customer service training go straight down the drain. Why? What can go wrong? Well, most often it’s one of three things:
The needs, or goals, aren’t well defined in the first place;
Strategically, service leadership training, not customer service training is a more appropriate solution; or
The design and execution of the training simply isn’t on target.
