Customer Service Training
Customer Service Training
Thomas Peckinpaugh
Everest University Online
Professor Falacienski
Customer Relations and Servicing
November 11, 2015
1
Customer Service Training
Every time a person is hired on by a company they get a basic level of training by the
company. This will usually include a background on the company, what the company sells or
makes and what the strategy for the customer service experience is. The CSRs are the front line
of a company. Taking the time to properly train these individuals can set them up for long term
success.
The first area that should be addressed is how to actively listen to a customer’s problem
and come up a viable solution for both parties. Many exercises should be set up to teach
employees that it takes more than just hearing the customer but processing what they are telling
us. This can be done with a couple of techniques. First I would use a verbal instruction exercise.
Read a prepared statement to the employee and then have then respond with what they heard
from it. A customer can give us multitudes of information if we only listen to them and ask the
right questions. This works well in small groups. It is basically a more organized version of the
repeater game every kid played when we were young.
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