Many organizations spend heavily on customer service training and then wonder why no substantial improvements are achieved or why enthusiasm stalls soon after training.
Customer Service training teaches someone how to ‘do’ something: provide a defined level of service in a specific situation. Training is tactical, prescriptive and often differs between functions and departments.
This approach results in:
A fragmented understanding of service inside the organization.
Employees who are unsure about what to do when they
encounter a situation they have not been ‘trained’ to handle.
Frequent escalations that take time and resources to resolve – with no guarantee of a desirable outcome for the customer
What is Service Education?
Service Education builds a workforce that can think, decide and act effectively in a variety of service situations. In UP! Your Service Courses, employees learn and apply fundamental service principles to create value for customers and colleagues.
What happens in effective service education?
1. A new understanding of service value
Service education enables a person to:
- Observe and appreciate the customer’s experience from an outside-in perspective.
- Understand fundamental service principles that apply to internal and external service, and to all levels of leadership, management and staff.
- Learn how to think about excellent service, how to understand concerns, and how to create and deliver value in any situation
2. Colleagues learn and apply a common service language
- The domain of service has few well-developed and widely accepted terms that practitioners use to coordinate and improve their actions. The field suffers from weak clichés, poor distinctions and inaccurate common sense.
- Effective service education breaks through this hazy thinking and offers well-grounded service language to connect employees with customers, across departments and throughout large organizations.
3. Personal behavior models beliefs
- Service education shifts the attitude of service providers, forging a genuine understanding and connection with those they serve.
- Successful education produces service providers who are motivated to create value for others from within, not because they are being told, watched or required.
4. Taking new and valuable actions
- Learning builds new competence, new confidence and inspires new actions.
- Educated service providers enjoy applying the principles and practices they learn. The ideas they generate and the actions they take is the test of effective education.
5. Foundation for a Service Culture
- Service education is the foundation for committed service leadership and aligned service culture-building activities.
- When infused with your company values, service education helps you build a service culture completely unique to your organization.
- When focused on solving business issues and problems, service education leads to immediate action and valuable business results.