Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in the company’s future. What values and beliefs do we want to communicate to our customers? What investment is needed to ensure our people are fulfilling these brand values as the voice of our organisation?
If you use these questions as your starting point, then you can identify the training and support your staff really need in order to be the difference that makes the difference. You’ll be able to deliver relevant training that improves your service culture and enhances your customers’ experience of your brand on the frontline.
Your customer service departments are responsible for achieving customer satisfaction and building positive relationships – something every business needs to survive and thrive today – so it’s definitely worth investing in customer service training programmes and leadership development, no matter how much or how little you have available to invest!