As we know, (Senior managers are delusional) most senior managers say they’re focused on the customer, but customers think differently. Can customer service be taught? A lot of people say no it can’t - it depends on attitude.
I think that this misses the point. Clearly, training is important, but like most things in life, it is not the initial effort that is to blame, it is the sustained follow-up that creates the difference. Customer service training usually involves bringing a roomful of people together with a motivational presenter, and exploring how to please the customer. Everyone leaves feeling very motivated.
In reality, it is not the training itself that matters; it is how the trainees are:
- held accountable for changing their behaviour
- how their competence is measured
- how they are recognised for their changed behaviour, and
- how their knowledge is reinforced
Think management responsibility, coaching, performance assessment, and recognition. (Ahem, Winning Teams.)
Can customer service be taught? Re-framed, can management act responsibly, coach for performance, assess performance, and recognise achievements? Isn’t this what management is supposed to do?
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