Customer service training – waste of time or good investment?
For many organisations looking to improve the customer experience, one of the go-to solutions is to jump to training the front line teams, whether they be working in a contact centre, retail, sales teams, B2B or B2C. This well-trodden route seems like an easy answer, but will it deliver the result you are after?
It is difficult to gather data in this area to know true effectiveness. This is partly due to the selective case studies online and the cognitive bias that exists from those who purchase such training (it’s in their interest for it to work). All supplier companies celebrate their best work online (and we are as guilty as any – check out our case studies 😊) but true behaviour change and commercial return appears hard to determine – due to a lack of science and rigour.
So instead of sharing the science we’d like to share our experience from our years of delivering training solutions.