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
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