If you work in a service industry, sooner or later you will have to deal with an angry, disgruntled client who will resist your best efforts to solve his problem. Service providers have to satisfy a wide variety of clients, each with his own quality standards. We serve many client in the service industry and craft unique solutions for each one.
Results were assessed via post-surveys and via feedback from the entire Leadership team. The post-surveys showed immediate positive receptivity of the staff to the training and their intent to use the techniques. Also, the goal of 95% of the division’s participation in the workshops was met.
There was an employee survey done to assess the current development experience employees had in the area of customer service. It was discovered that very few had formal training in customer service. This seemed to contribute to the lack of consistency in being “like minded” on how to create outstanding customer experiences.
The training sessions were implemented by mixing different departments together in the same training workshop. This approach provided an increase in knowledge and appreciation for the impacts each department has on other departments. The use of different activities such as role plays and brainstorming assignments highlighted scenarios from the different areas and created the opportunity to connect and empathize.