Everyone is Trained.... Hunny: How Customer Service Training Can Transform Your Women-Owned Business

To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity-Douglas Adams.

Some time ago, I went to pay a phone bill.

The company erected a 2-way window at each of their payment counters as a security measure, likely due to past negative interactions with the public. This barrier was put in place to protect their CSRs from any potential verbal or physical abuse.

Reflecting on the situation, it became clear that I should have simply left and continued with my errands-and my life.

Despite this, I was taken aback when one of the representatives believed the best (and in her opinion) only way to get customers' attention was to loudly rap on the glass partition with her pen. This rude and unnecessary action revealed a lack of care and consideration for those she was serving, especially since both parties could clearly see and hear each other.

Remarkably, when I addressed this behavior, I was met with indifference.

Even more disconcerting, I soon realized I was the ONLY person taking issue with this behavior.

As I stood there, feeling a surge of frustration and disbelief, it dawned on me that the silence around me was not just a mere absence of noise but a palpable sense of resignation that hung heavy in the air. The indifference of the others in the queue was striking, their faces blank and devoid of any reaction, as if they had accepted this behavior as an inevitable part of their daily lives.

To the customer, you are the company-Shep Hyken.

In that moment, I couldn't help but wonder how a situation that seemed so blatantly wrong to me could be so casually overlooked by everyone else. Was it apathy, fear, or simply a sense of powerlessness that kept them silent? The weight of the collective indifference pressed down on me, making me feel isolated in my dissent.

Often, the typical response to such instances of "customer disservice" is that "They need to be trained"

We're all familiar with the scenarios - the clerk who prioritizes her nails over your purchase, the barista who dismisses you when you place your order, the awkward attempts at being overly familiar by addressing women as ‘moms’/ ‘mother’/ ‘tants’ / ‘tanty’/ ‘famalee’.

Then there's the indifferent server who wordlessly places your meal in front of you.

Often, the typical response to such instances of "customer disservice" is that "They need to be trained", as if this magical ‘Training’ will miraculously turn poor behaviors and bad employees into responsible, caring individuals.

But here's the thing,

While training is meant to alter behavior, and significant resources are usually dedicated to this end, it frequently falls short of its intended outcome.

Key Factors Contributing to Deficiency: Unveiling the 3 Main Issues

Despite various factors contributing to this deficiency, 3 main issues stand out.

1. Training is conducted in a "Controlled Environment".

With the acquired abilities, skills, and knowledge, the trained individual will confidently replicate them in a real-world operational setting. In this environment, various factors such as noise, organizational culture, and the behavior of others, including members of the public, will influence the training outcomes either positively or negatively.

Whether it's a bored demeanor, a dismissive look, or just plain rude behavior, sloppy customer service spells disaster faster than just about any other business transgression-Lauren Simonds

2. For optimal success, training must be monitored, evaluated, and controlled.

This process of encoding new behaviors into our memory ensures that they are deeply ingrained, almost becoming second nature to us.

The term 'hard-wired' signifies the establishment of a strong and lasting connection between short-term and long-term memory, allowing these behaviors to be retained and recalled effortlessly over time.

As we repeatedly engage in these behaviors through practice and repetition, the neural pathways associated with them become more robust and efficient, making the actions almost automatic in nature.

The transition from conscious effort to automatic response is a crucial step in the learning process

This transition from conscious effort to automatic response is a crucial step in the learning process, as it signifies mastery and integration of these behaviors into our daily routines. Through consistent practice and reinforcement, these behaviors become an integral part of our cognitive processes, shaping our habits and actions in a profound way.

3. Third, training must be imparted using a methodology that involves the ‘HOW’ as well as the ‘WHY’.

Having the necessary training empowers individuals to navigate and excel in the fast-paced and ever-changing landscapes of modern-day scenarios. In such dynamic environments, where quick decisions are frequently required, being equipped with the right skills and knowledge is crucial.

Without adequate training, assessing performance accurately becomes a challenge, leading to inconsistent outcomes that can hinder the effectiveness of any efforts aimed at addressing identified issues or obstacles. Therefore, investing in training and development not only enhances individual capabilities but also contributes to the overall success and adaptability of individuals and organizations in today's rapidly evolving world.

"Make the customer's problem your problem" - Shep Hyken.

For a training program to truly make a significant impact and yield desirable outcomes such as high levels of customer engagement, increased customer returns, and exceptional reviews, it is imperative that it incorporates the three key components.

These components play a crucial role in shaping the effectiveness and success of the training initiative. However, it is disheartening to note that in many cases, these essential elements are either missing or inadequately addressed, leading to subpar results that ultimately have negative repercussions for all parties involved.

For optimal results, an effective training program should prioritize feedback mechanisms that enable continuous evaluation and refinement. By soliciting feedback from both employees and customers, organizations can identify areas for improvement, address any shortcomings, and enhance the overall quality of their service delivery.

Revolutionizing Customer Service Training: Our Approach

Here's our take on what customer service/frontline training should be.

If your company is currently facing specific needs or lacks certain resources, it's essential to address these gaps to ensure smooth operations and sustainable growth. Identifying areas where improvement is necessary is the first step towards enhancing efficiency and productivity within your organization. Here's a valuable resource that can help you bridge these gaps and meet your company's requirements:

"People don't want to hear from you unless they've heard of you"- Adam .S. Knight.

By utilizing this link, you can access tools, information, or solutions that cater to your company's unique needs. Embracing the right resources can make a significant difference in achieving your business objectives and staying ahead in a competitive market.

Remember, investing in the improvement of your company's operations is an investment in its future success. So, seize the opportunity and explore the link provided.

And yes, you're welcome.