Developing an Organizational Customer Service Culture Through Training

Every organizational leader wants their teams to supply great customer experiences.

They put “the customer comes first” on their company posters, they say the phrase “customer-centric” over and over when talking to employees, and they proudly announce the purchase of the latest software designed to improve the company’s customer experiences.

Yet, these same leaders are often shocked by the lack of execution in the field, by the failure of their team to deliver the experience they expect.

This challenge often has many roots, but in most organizations, a scarcity of customer service training is a major cause

Let’s check out five reasons customer service training is essential:

1. People aren’t wired for reactive service

Deep down, we’re still wired like our ancestors with “fight or flight” caveperson brains. We aren't equipped to reply to anger, aggression, or threats with a relaxed, helpful demeanor. It takes training to override our biological responses to affect difficult customer service situations in a constructive manner.

2. Our past experiences color our current reactions

We remember our own customer experiences through the lens of the emotions we felt during the experience. Therefore, we’re likely to feel an emotion — positive or negative — when interacting with another customer. It’s a bias we all have and unconscious bias training helps us overcome them.  

3. Training prevents backsliding into bad habits

Just like an athlete continuously trains to improve, customer service team members must work at keeping their skills sharp. Training increases their skills and renews their focus on the customer.

4. Employee training sends a message    

Nothing kills employee engagement like company leaders who talk the talk but don’t walk the walk. Leaders … don’t say your company is customer-centric if you’re not willing to invest in the customer experience and your team.

More importantly, investing in training for your employees signals you care about them and their professional development which dramatically increases employee engagement, productivity, and retention.

5. Training creates happier and more confident teams     

All other things being equal, who do you think is happier at work, someone insecure in their skills who is frantically hoping to avoid tough situations or someone who has the pride and confidence to tackle the problem and challenge head-on?

The link between training and job satisfaction is proven. Good training — not just training for the sake of training — can enhance employee confidence, competence, and satisfaction. Today, when many businesses are trying to hang on in the face of the pandemic, find a way to train your employees. It can be the difference between thriving or shutting your doors.  

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