The Customer Service Training was a refreshing seminar from other trainings by the same title. The employees initially thought that this would just be another ‘canned’ training, going over the basics. Employees felt like they had a better way to deal with difficult situations, and you can tell that they have greater confidence.
The element that helped the most was the focus on looking at internal interactions (between departments/functions), and viewing colleagues and other employees as ‘customers’ as well. This new perspective has provided a greater sense of teamwork amongst several departments, and the new mentality has been picked up by other employees and put to use.
I would highly recommend this training for any employee, in any industry, that has to deal with difficult customers (internally and externally). This training could also be a great ‘ice breaker’ and tool to rid of any internal conflicts within a department, or between multiple functions of the business.
YRC Glen Moore