Poor customer interactions always come at a cost. While losing one customer may not be devastating to an organization, a class action lawsuit for discrimination can be. The challenge is how to avoid situations that can come back to negatively impact an organization. While the art of great customer service is something that can take time to develop, there is no question that training is a key part of avoiding minor and major customer service errors.
Customer Service Gone WrongCustomer service training is often ignored by organizations for two reasons. First, customer service representatives are often considered “high churn” employees, so many organizations are hesitant to invest in their customer service training programs. Second, decision makers often have little or no contact with customer service representatives and as a result, simply don’t think about their training needs. One top executive, interviewed by eLeap, explained why ignoring customer service training can and does have an impact.
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