Too often, the value of service excellence is communicated only at new employee orientation and the on-the-job training during the first week with no reinforcement thereafter. That is simply not enough to drive consistent customer care performance. And while I enjoy presenting my customer experience seminars to clients, I always let them know that learning about customer service cannot be seen as an event, but must be seen as a process. If your intent is to drive customer service excellence, you need to say it and your team needs to hear it more than just one time.
One of my favorite quotes is from Samuel Johnson, “People need to be reminded more often than they need to be instructed.” You must continually remind your team that when it comes to customer service, being consistently good is better than being occasionally great. Listen to this episode to hear a few ideas:
This episode is also available as a blog post: http://billquiseng.com/2011/09/12/when-it-comes-to-service-training-once-is-never-enough/
