How far back does Customer Service training go, or supposed to go?
Do you remember the first time you went to a bank to open an account on your own, or your first paperwork application form fill out? As daunting as the big bright world seemed then, it was exciting to feel independent, yet terrifying at the same time as immaturity set in.
Now imagine a bank that had a “First Timer” department, or perhaps a Doctors Office providing a “First Time Young Patient” application form, the accounts departments staff would be a lot happier don’t you think?
Matriculants are taught in their final year to start planning for their future, they are taught to think about furthering their studies or to start casual employment to gain experience, yet no one sets out to teach them how to open a bank account, or how to write a CV correctly. Our education system does not allow for them to be taught the basic rules of an interview process, yet we expect them to become stellar waitron staff and offer superb Customer Service at our Local Spur. How??
We teach our young children to be polite, to say thank you and please, to be respectful and have well kept manners at all times. Sounds alot like Customer Service to me???? Yet once they are thrown into the big world at the age of 18 we leave them to fend for themselves whilst expecting them to actively represent restaurants/coffee shops/hotels as “cheap” labour due to their lack of experience.
Business owners then become impatient due to the amount of Customer complaints and fire these youngsters. Great, another person added to my personal Tax contribution. So how can we change this? Simple :
– During an interview process with an 18 -20 year old, actively discuss your Company’s Customer Service Standards and Policies, explain in detail why Customer Service is important to you and allow them to ask any question.
– Once you have hired an 18-20 year old allow them to attend a new employee orientation meeting – talk about the Company history, assign them to a “training/shadow” partner, and communicate to them who your heroes are. End your meeting with a discussion on what NOT to do i.e Lateness, abuse of Company Telephone etc.
This will be the 1st of many steps in successfully training them within Customer Service and will set the tone for their future dealings with customers and colleagues alike.
Contact our team today via email@example.com to receive further Customer Service related tips and hints.