People hit me with questions about customer service at the unlikeliest times. In my customer service training workshops, we work on replacing defensive words and phrases with non-inflammatory alternatives, accomplishing this through information, modeling and role-playing. Can anything be done to give staying power to customer service principles?–Frustrated in FresnoDear Frustrated: The value of customer service training is enhanced if it’s part of an overall customer service initiative that includes one or more sustaining rituals, to keep the key points of the training alive. One such ritual that I recommend to customer service consulting and training clients is what I call the “Customer Service Minute.” (In spite of its name, it will more likely require five minutes, but keep it under ten.) Each Customer Service Minute should be devoted to a single aspect of providing great service.

Source: Forbes July 17, 2019 22:26 UTC