How To Plan & Execute Effective Customer Service Training
Play • 41 min

Customer service training is one of the biggest challenges in organisations globally. One of the reasons for this is that this training is often limited to customer service representatives. Good customer service skills should be developed in all employees, and it should focus on the root causes of customers' issues. That's how your company will consistently deliver the best customer service. 

Gina Tomlinson is the Director of Business Transformation, Organizational Development & Change at the Jamaica Public Service (JPS). She has over 15 years of leadership experience and she, along with her team, helped JPS record its highest ever employee engagement scores in 2021. She spoke with us about customer service training. 

Here's what we discussed. 

00:00 - Intro 

02:05 - Greatest Customer Service Training Challenges 

06:11 - How To Structure A Proactive Customer Service Training Program 

10:51 - How To Do Customer Service Training Collaboratively 

12:33 - How To Make Customer Service Training Effective 

17:54 - What Should Customer Service Training Focus On? 

21:01 - Steps For An Effective Customer Service Training Program 

24:38 - Strategies To Extend Customer Service Training Beyond The Frontline 

27:40 - How To Track The ROI Of Customer Service Training 

30:23 - How To Improve The Customer Onboarding Experience 

34:33 - How To Address Customer Service Preferences 

36:35 - Top 3 Tips For Effective Customer Service Training 

//---- About One On One ----// 

One On One helps Caribbean governments, businesses, and individuals improve education and training so they can be globally competitive. Our Learning Management System (LMS) has been used by 150,000 + learners in over 10 Caribbean countries. We're here to help your Caribbean employees thrive through an online learning tool and content development services specifically tailored to your needs. 

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