Comments on: The Top Five Customer Service Mistakes Companies Make – And How Your Organization Can Avoid Them http://dennissnowblog.com/commentary/top-customer-service-mistakes-companies-organization-avoid/ Dennis Snow Blog Wed, 28 Dec 2011 18:27:26 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Seth Brickner http://dennissnowblog.com/commentary/top-customer-service-mistakes-companies-organization-avoid/#comment-132 Seth Brickner Fri, 14 May 2010 15:26:46 +0000 http://dennissnowblog.com/?p=635#comment-132 Seth Brickner | Developer & Facilitator, Impact Learning Systems International So true, so sad and so avoidable! Note that #4 (about customer service training) and #5 (about tolerating poor service performance) are closely related: too often an organization will provide customer service training as a one-time event and expect that this will change the service culture of the organization. That won't happen unless there is follow-up from supervisors and managers to make sure employees are applying the skills from the training. When organizations decide to make excellent customer service part of their culture, they need to look to training programs that support the participants & supervisors after the training event. Post-training support, with reinforcement tools and job aids to sustain the impact of the training, are crucial to long term success. See http://bit.ly/avMygm for a variety of programs aimed at improving customer service and sustaining long-lasting change. Seth Brickner | Developer & Facilitator, Impact Learning Systems International

So true, so sad and so avoidable!

Note that #4 (about customer service training) and #5 (about tolerating poor service performance) are closely related: too often an organization will provide customer service training as a one-time event and expect that this will change the service culture of the organization. That won’t happen unless there is follow-up from supervisors and managers to make sure employees are applying the skills from the training.

When organizations decide to make excellent customer service part of their culture, they need to look to training programs that support the participants & supervisors after the training event. Post-training support, with reinforcement tools and job aids to sustain the impact of the training, are crucial to long term success.

See http://bit.ly/avMygm for a variety of programs aimed at improving customer service and sustaining long-lasting change.

]]> By: Top Customer Service Mistakes Companies Make » makeorbreakmoments.com http://dennissnowblog.com/commentary/top-customer-service-mistakes-companies-organization-avoid/#comment-131 Top Customer Service Mistakes Companies Make » makeorbreakmoments.com Mon, 29 Mar 2010 13:05:35 +0000 http://dennissnowblog.com/?p=635#comment-131 [...] Snow recently wrote a white paper about the 5 Mistakes Companies Make with Customer Service.  In the nut shell they are [...] [...] Snow recently wrote a white paper about the 5 Mistakes Companies Make with Customer Service.  In the nut shell they are [...]

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