Episode 19 - Stop Blaming Training for your customer Service problems

Waiting for Service

English - February 28, 2017 16:46 - 6 minutes - 5.5 MB - ★★★★★ - 19 ratings
Management Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Episode 18 - What A Customer Service Clusterf*** Looks Like

Next Episode: Episode 20 - Jumping Over The Dollars Of Tomorrow For Cents Of Today

You don't need more training. Training is not the reason your experience stinks.
Most training programs and processes are awful. But if you've had a great training program, it's still not equipped with what it takes to help you build an emotional connection with your customers.
You need more contextual coaching to learn how to say "No" to a customer or to say bad news to a customer.