Crack The Customer Code

Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience, and what you can do to fix it. Customer service training done right Companies talk or even brag a lot about the ways they train, mentor, and educate their employees. But for all their efforts, many of them are still doing it wrong. It’s easy for leaders to think that dedicating the right amount of time and resources ensures all the right ground is covered... so please don’t fall into this trap! “Great intentions do not always lead to great results!” -Adam Toporek It’s not just about following procedures, using available tools and software correctly, and simply helping customers get what they need. Truly great customer service training instills a customer-focused mindset, then works it into company’s DNA. It leaves employees with a greater understanding of customer emotions, a sense of ownership for the experience delivered, and a sense of empowerment to always do what’s right. “You hav