Why Customer Service Training Fails

You recognise the service your customers receive might well be the most memorable part of doing business with you.

And you understand to deliver good customer care your team need to know what constitutes good service, to have the customer service skills to deliver this, and receive the appropriate customer service skills training.

But relying on employees to pick things up as they go along can lead to picking up bad habits, mixed messages and ultimately poor performance and wasted resources.

And depending on experienced team members to pass on their skills to others is risky; just because they are good at doing something doesn’t necessarily mean they’re willing or able to explain it to others.

There are many things that can get in the way of you conducting training: the day-to-day pressures of the operation, not having the skills or resources to write your own programme, or you simply feel you need a fresh perspective.

Of course there are plenty of open courses and off the shelf programmes to choose from.

But …

      • How well do they relate to YOUR business?
      • And is a one off course really what you want?
Customer Service Training

Tailored to your needs

Before we do anything we’ll discuss the best options and content for your business, based on your objectives. You may want to cover customer service skills and the customer experience in general, or you may wish to home in on a specific aspect such as complaint handling, upselling or ongoing customer communication. The choice is yours.

Set up a no obligation call with me today, to discuss your customer service training needs and identify the best options for your business

Jacky Thorne

The National Coastal Tourism Academy has worked with Caroline at Naturally Loyal for two years now. During that time her skills as a trainer and in an advisory capacity have been invaluable. She has helped the NCTA develop its online training provision for tourism employees on the south coast and many of these have also benefited from both her face to face training sessions. Feedback has been excellent, and we look forward to continuing this fruitful relationship.

Jacky Thorne, National Coastal Tourism Academy

Now we’ve got together to go over the revised drafts you sent over and we are really happy with everything.

The fact that you spent time discussing with us to develop a detailed brief and understand our specific needs made the whole process very easy and by spending the day with us to show exactly how to bring the training to life, you have provided a package that will give value to the charity for years to come.

We are now just working on into context with real life situations that our staff will relate to.

Thank you so much for all of your help, it really is appreciated.

Great North Air Ambulance Service

Valuable Free Resources from Caroline

Estimates suggest that over 78% of training is ineffective in that it does not “stick” in the delegates’ minds or change their behaviours