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Customer Service Training Techniques That Actually Stick

 

Customer Service Success: Why Education Are Secondary Than You Think

 

 

Customer Support training is a requirement for any customer focused workplace.

 

 

After two decades witnessing businesses waste cash on development, I've had enough

 

 

Nineteen years consulting with numerous regional businesses improve their customer service standards, and I can categorically state that 90% of what counts as customer service "training" entirely ignores the target

 

 

Not long ago I worked with a Brisbane medical facility that regularly earns remarkable visitor ratings metrics. Their method? They know that you cannot develop someone to truly be concerned you can only identify people who naturally do

 

 

Despite hundreds of thousands of dollars committed in expert development initiatives, guest retention ratings showed little lasting enhancement. Frequently, service quality actually regressed during the following year of course finishing. Great value on money, right?

 

 

Client feedback results? Complete nightmare. I know prospects can get and idea on these emotions in the workplace as well.

 

 

The important realisation developed when I shifted my analysis from individual behaviour to organisational conditions

 

 

What became clear was that skilled team members were unable to deliver consistent service because the workplace structure prevented them

 

 

The inescapable truth is that staff actions is largely determined by systemic factors, not by knowledge programs

 

 

When your business incentivises productivity over quality, staff will prioritise productivity

 

 

They'll conform with what the workplace really values, not what it professes it values. Companies employ the most affordable staff around, offer them minimal support, then wonder why service quality declines

 

 

This produces a expensive cycle: disappointing outcomes triggers improvement programs, which produce disappointing results, which creates demand for better training, repeatedly

 

 

Meanwhile, the genuine problems dysfunctional staffing practices, contradictory rewards, poor tools, toxic company environments stay ignored. I know that prospects can pick up on these vibes

 

 

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