How Good Customer Service Training Can Retain Customers
January 31st, 2008 by Katrina Gallagher
I read an excellent example of how good customer service training can change the outcome of a bad customer experience. The example was written on the Marketing Beyond Blog, under ‘retail training’.
He describes situation 1 where the customer service assistant goes through the motions of returning a phone and cancelling his contract with limited conversation; and situation 2 where the assistant delves deeper, to understand the reasons behind the return and suggest possible solutions.
The good service described is hypothetical, but if you were faced with the second situation, I’m sure you would agree that he’s right in saying you would give the network another try.
It is becoming more common, particularly in telecoms to be transferred to the ‘retention department’ when you call to cancel a service. It demonstrates how important it is to train staff well, and ensure they are aware of service improvements, and product benefits.
January 31st, 2008 at 7:04 pm
I found your site on technorati and read a few of your other posts. Keep up the good work. I just added your RSS feed to my Google News Reader. Looking forward to reading more from you.
Jason Rakowski
January 31st, 2008 at 11:23 pm
Thanks Jason, I’m glad you like the content on here.
It looks like you specialise in this area, so I’m sure I could learn a few things by subscribing to your feed too.
All the best,
Katrina
February 20th, 2008 at 7:30 pm
Thanks for adding us Jason, looking forward to any feedback you have on some of the posts. Regards Christine
June 4th, 2008 at 9:26 am
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