reinforce | Customer Service Solutions, Inc.

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Create a Training Reinforcement Program

Posted on in Business Advice Please leave a comment

You just implemented the top customer service training program that the organization has ever undertaken. The session ratings were sky high. The employee feedback was positive. Everyone is energized.

Now what?

In so many organizations, when customer service training hasn’t been done for a while and customer complaints start to rise, management’s answer is often “let’s put everyone through training.” That might be a fine answer. But that would be an incomplete answer.

If we focus purely on part of what training is supposed to do – improve staff service skills, get everyone on the same page in terms of expectations of behavior and focus, and create some motivation – then a solid customer service training program can be considered a success for the short-term. But if you look at what training is supposed to generate in terms of long-term results, there needs to be something more.

As staff and managers move further and further away from the training date, the need to keep the momentum going gets greater and greater.

To make the skills stick, the common focus continue, and the motivation move forward, the organization needs to create a training reinforcement plan. The plan should be focused on tapping into managers and supervisors to set the expectation that they will perform exercises or facilitate discussions with employees that reinforce the skills learned, discussing customer issues, and having staff learn best practices from each other.

There should be a standard frequency of at least monthly, an accountability if supervisors do not reinforce the skills, and a core set of exercises and facilitation guidelines from which supervisors can select and use in their staff meetings.

If you feel good about your customer service training, make sure you implement a reinforcement plan so that your customers will feel good that staff skills will continue to improve.

Make the successes of customer service training stick for the long-term.

Want to discuss how we help clients create a Training Reinforcement Program? Contact me directly via e-mail…

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