Dear Friend,
Training is still the number one request I get from customer service leaders. This week's Thursday update contains my best advice for making it work.
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Analysis
Most training requests I get are for a generic topic and a fixed amount of time. For example, I was recently asked to do a "half day on the basics."
This vague approach rarely works. You can get far better results by first doing a training needs analysis.
Tips
You can double the impact of any training session by making sure your team is properly prepared. Here's a guide to help you get your employees ready.
Trends
Executives are increasingly demanding customer service training that's faster, better, and cheaper. Here are seven proven training ideas that will train your team faster, better, and at no cost.
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Thank you!
Jeff
PS. Are you in the Washington, DC area? Join me for a special SOCAP event at the Washington Post on Tuesday, November 12 to discover Hidden Obstacles to Outstanding Customer Service.
Jeff Toister
Toister Performance Solutions, Inc.
619-955-7946
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