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How Customer Service Training Often Reduces Service Levels

...participants about how bright management thinks they are. Many smile training packages or one day wonder seminars are insulting to employees with their simple minded approach and “you’re the problem” messages. Customer service culture, habits, and attitudes start with management. Teach managers how to better serve their servers and watch...

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Rethink the Link: Strengthening the Customer Service Chain

...fault lies in the system, processes, structure, or practices of the organization. Only about 15% of the services problems can be traced back to someone who didn’t care or wasn’t conscientious enough. Many attempts to improve customer service levels are smile training programs. These send “you’re the problem” messages to...

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Customer Satisfaction is a Reflection of Employee Satisfaction

...employees themselves. All too often, this misunderstanding results in sending staff through “smile training,” issuing edicts to be more courteous, or teaching them how to handle dissatisfied customers. In the meantime, processes and systems don’t support front line servers. Irritants and issues that reduce morale are swept aside as excuses....

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The First Ring: Meeting Basic Product/Service Requirements

...it meets minimum requirements and specifications. If an organization, department, or individual contributor’s basic product doesn’t meet minimum standards, then the next two concentric rings don’t matter. Some organizations put lip stick on that proverbial pig by providing support services or teaching “smile training” to frontline staff when their core...

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Are you Building or Hallucinating a High-Performance Service Culture?

...of the services problems can be traced back to someone who didn’t care or wasn’t conscientious enough. Many attempts to improve customer service levels are smile training programs. These send “you’re the problem” messages to frontline servers. And they do little to address 85% of the issues frustrating customers. How...

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Only Learning Leaders Can Transform the Extreme Rate of Transformation Failures

...train, and support such an extensive change process was too high. Instead, they initiated piecemeal programs of “smile training,” incentives, and rebranding. They hired an expensive consulting firm to design and install millions of dollars’ worth of new technologies. This was based on a strategic plan that took months of...

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