3 things to do before engaging a customer service training provider

Customer service training is a term that covers a broad range of skill and knowledge development. No matter what your business sells or provides, every business with staff who interact with customers (either face to face or over the phone), need those employees to have high level ‘people skills’ - also referred to as soft skills.

Businesses often seek customer service training providers that speciliase in soft skill development which is fantastic as there are many to choose from but, finding the right training provider can be challenge.

Sadly, if you haven’t had a negative past experience with an external training provider, you probably know someone who has. Perhaps….

• The trainer was inexperienced in the topic or as a trainer

• The time and money spent didn’t achieve the desired outcome

• A poor level of service was given by the training provider - they don’t practise what they preach.

You’re not alone as we often hear of these and other unsatisfactory experiences that have left businesses untrusting of training organisations. Rest assured, there are many professional and competent external training providers ready and waiting to help you but before you hit ‘google’, keep reading.

DIY SOLUTIONS

First step. Before engaging an external training provider, be clear on what outcomes you are seeking and ask the provider how they would address your need, rather than tell them what you want. This will give you an insight as to whether they use a “one size fits all’ process or if they seek to learn about your business and offer customised solutions.

Ask training providers 3 questions;

1. What workplace experience do your trainers have in the chosen topics?

2. What businesses have you worked with and how did you help them?

3. How will you learn about our business, our staff and our customers?

Speak to the trainer. It is not unusual for the person who takes your information and arranges the training program to be different to the person who turns up on the day.

Contact your governing or industry body. They should be able to recommend reliable and professional training providers.

LET US HELP YOU

If your staff need people (soft skills) development ie: customer service attitudes, team work, stress management and dealing with difficult people, then we will repair your confidence. Our Customer Service Analysis (CSA) is our FREE first step.

The CSA is completed over the phone, is obligation free and takes only 20 minutes. If you wish to proceed with any of our recommendations, your allocated trainer will work with you to design and schedule your program/s and will be your go-to person every step of the way.

We have an extensive list of delighted customers who are happy to speak with you and share their experiences with our services..

“Cate designed and delivered a professional behaviours session for our team that was compelling, contemporary and highly relevant. Staff came to me with unsolicited positive feedback and I too was left feeling confident and motivated. Cate has a genuine passion for people working together in harmony in the workplace and her positive attitude is infectious.” Anita Roseblade - General Manager Accounting Practice