What is Customer Service Training?

What is Customer Service Training?

Customer service is about ensuring that you fulfil the promises you make to your customers. Customer Service Training is the process of getting everyone in the organisation to recognise the importance of delivering excellent customer service and keeping our promises at each interaction.

What does it involve?

This training promotes awareness and consistency within an organisation regarding every potential customer interaction. It begins by mapping out the “moment of truth” — every time a customer interacts with any part of your organisation. The goal is to figure out what a positive interaction looks like at each of these points and what behaviours are important to customers.

‘Moments of Truth’

For front-facing staff, training may include how to greet a customer and make them feel important. By mapping out every point of interaction, we can uncover what will make for a delighted customer. It’s a series of small things; for example, greeting a customer with a smile if they’re within 10 feet and a verbal greeting if they are within 5 feet.

Managing the Customer Journey

Scott Hudgens from Walt Disney World said, “No one owns the customer, but someone always owns the moment.” The Chief Customer Officer’s job is to map out these moments of truth in the customer journey and identify who owns each moment. This exercise should be updated regularly, ideally yearly, but more frequently if there are significant changes such as new technologies or products. Mapping out the customer journey helps everyone understand their role in making each moment of truth special, important, or efficient, depending on the requirement.


In the case of mergers, acquisitions, or other major changes, it’s important to ensure consistent language and integration within the team. This helps the team feel like part of the organisation and ensures customers experience a seamless and consistent service

Conclusion

Customer Service Training is about ensuring that every member of the organisation understands their role in delivering excellent customer service. By managing the moments of truth and continuously seeking opportunities for improvement, organisations can ensure they fulfil the promises they make to their customers, leading to a more positive and consistent customer experience.

Improve your team’s customer service today.

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