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Case Study: Why Your Customer Service Training Won’t Lead to Happy Customers (or Inspired Employees)

Summary: This article takes the stance that standardized service is not quality service. Each person inside a company needs to understand what service excellence means to customers and colleagues and truly feel empowered to provide it. Furthermore, employees need to know how to serve each other. Companies need to educate employees to understand what it means to serve someone else, so that the employees step away from an "I did what I was supposed to do" mindset, and into the "I did what the customer really needed/appreciated" mindset. This requires a move from training employees on the mechanics of service to educating them on the meaning of service. This is a paradigm shift for most organizations, and certainly for quality and human resources professionals. Quantifiers and numbers people have to get comfortable with a different way of thinking about the quality of the experience provided to customers. Service education is more than teaching employees to deliver predictable service or to handle customer complaints, it is a foundation for creating a culture of uplifting service throughout the organization.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Customer service, Customer satisfaction (CS), Customer requirements, Employee education & training
  • Author: Kaufman, Ron;
  • Journal: Journal for Quality and Participation