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7 Customer Service insights no one talks about:
- training budgets get cut not because money is tight, but because deep down, no one believes the results are worth the money spent
- money would be heavily invested if a link could be proven between what’s spent on training and what’s gained in the customer’s intent to “definitely recommend” and “definitely repurchase”
- poor trainers make training even harder
- poor trainers are a byproduct of poor leadership
- poor leadership is byproduct of lack of a clear, concise, and compelling vision
- a clear vision is not enough to motivate discretionary effort, at all
- the lack of consistently delivered discretionary effort is the root cause of poor customer service
- the percentage of employees not giving discretionary effort is directly proportional to the poor leadership ratings from employees
- culture is what employees think and do without thinking
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Be the standard by which all others measure. Make your culture worth defending.
dad
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