Training must do two things. First, it must move your attitude. Second, the skills you gain can only be seen in your work. If work has not changed, then training has done nothing. And remember, the knowledge you gain is not yours. Mr. Isaiah Chol Aruai, Chairman of SSCCSE, Southern Sudan.
Over the last 2 months I have had the privilege of working on some customer service training for clients locally and regionally, and some thoughts come to mind:
- Customer service work is tough and hard to the individual. Most clients who call have a problem and they are angry at the company for their problem and when they call or visit the office they tend not to be in the mood for small talk and simple platitudes. This heavy work takes an emotional toll on the individual worker who apart from the expectation to be polite to the customer, they must endure the constant oversight from their superiors who do not always have the best people management skills. Have a support system for the staff to allow them relief from tough calls or encounters and shield them from customers who are hell bent on taking advantage of their professional standards.