I got a reminder last week about the importance of “training” communications channels right along with reps to accurately inform and educate. The matter seemed to be simple: I wanted to donate an old flat-screen TV. After a couple hours calling around, based on website-based policies for such items, I learned that many communications either […]
Tag: #attitude
Forbes Senior Contributor Micah Solomon addresses a great question about customer service standards falling as a company scales up operations. He notes: “Is such lowering of standards irreversible, the inevitable status quo as a company continues to scale? Decidedly not—if you relentlessly resharpen your focus and tenaciously stick to your guns once again in only […]
In today’s complex, fast-scaling work environments, competent and ongoing training is an absolute requirement to achieve customer service success. Without it, workforce attitudes and aptitudes suffer—with consequences impacting customers in frustrating ways. To provide complete and accurate information to would-be as well as present customers, companies must ensure that their customer service reps know the […]
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