You all know Market Viewpoint as a leader in the mystery shopping field, and many of you have employed our services as a training firm. One of the questions I am asked most often by clients is, “Can you teach my staff to care?” My question back to every person who asks me this is, “Do YOU care?”
Training firms can teach the basics in customer service skills. We can and do teach communications skills like body language, listening skills, and the power of word choices. But we can’t teach someone to care. Or can we? I like to think that we can.
One of the obstacles to caring about and having a passion for your customers is that many employees don’t see customers as real people. This is especially true if you operate and manage a call center, help desk, online service or other operation where the customer is not standing directly in front of you.
Even when the customer is at your desk or work station, employees fail to see them as “real” – that is, having emotions, needs, concerns and problems, just like the employee has.
As employees, we become desensitized to the customer in an effort to be more efficient at our task of serving. Let’s face it – if we get wrapped up in our customers’ problems, we are not going to be as fast as management, and the customers want us to be, right?
One of the things that has been especially successful in the training sessions conducted by Market Viewpoint is that we use real customer reactions to different scenarios throughout our training modules related to customer service. Our clients love it, their customers love it, and the employees being trained come to an appreciation of what customers may be going through in their dealings with that company.
We use video recordings, audio recordings, and at times, we invite customers to attend the training sessions so we can interview them and give the employees a chance to interact and ask questions.
The use of real customer experiences is a great way to “get them to care!”
Have you ever used real live customers in your training sessions? If so, how did that work out for you?
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