A waste of time! That may sound a bit strange coming from someone who has delivered hundreds of customer service seminars over the past twenty years. However, there are two provisos.
Customer service training is a waste of time unless managers, supervisors and team leaders:
Attend the same training
Are trained to motivate and coach their staff when they return to the workplace
Managers, supervisors and team leaders need to experience the training undergone by their staff and then support the training outcomes by daily on the job coaching.
They need to spend quality time with their staff, walking the job, listening and observing interactions with guests either face to face or on the telephone.
When they see or hear something they do like, they need to tell the team member about it. When they see or hear something they don’t like, they need to tell the team member about it.
Do not wait until the next performance review; by that time the effect of any feedback, good or not so good, will be very much diluted.
It’s important to do this coaching in a positive and productive manner in order to support good behaviour and rectify not so good behaviour.
About the author
Article by Alan Fairweather, International Speaker and the author of, 'How to be a Motivational Manager, ‘How to Manage Difficult People' and ‘How to Make Sales When You Don't like Selling'. Visit: www.themotivationdoctor.com, for more information.
