Ensuring your team understands your product and service set and why customers use them is where excellent service begins. You can bridge the knowledge gap for new hires with comprehensive on the job training, however, you cannot train your workers to care about the customer. When you hire a person whose heart is not aligned with your mission and your service offerings, or they lack the basic service acumen to execute your customer service objectives, this same level of dissatisfaction is what your customers experience.
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