Case Studies

Customer Service Training

"Hi, we need customer service training."
When a client calls with this opener, it's a great opportunity to put performance consulting into practice. With performance consulting, the client gets a solution that will have documented business results.

"Ok, great. May I ask you some questions to get a better feel for your issues?"
There are key questions to ask at this point to help determine whether customer service training is really in the client's best interest.

"Can you give me some background on what prompted you to seek customer service training?"
"Sure, we work in a small office and deal directly with patients all day long. There's this one receptionist who is just nasty to people. She snaps at them, goes on breaks without telling other staff. If we do customer service training, maybe she'll get the message."
At this point, it's clear that customer service training won't solve the client's problem. First, sending everyone to training when only one person is not performing isn't economical and it may cause resentment in those that are performing well.

"Sounds like what you need is for one person to change behavior, is that correct?" "Exactly."
"Can you tell me what may have been done to address her behavior?"
"Well, when we hired her we told her that it would be dealing with the public all day. We also made it clear that we expect friendly, prompt service for people."
"Good. What has been discussed with her since that time?"
"Nothing that I know of and she's causing a lot of poor morale among the other receptionists."
"Who's her boss?"
"The Office Manager."
"Since you're looking for one person to change her behavior, we can do customer service training, although I'd suggest an alternative that is more likely to work for this situation. One person's poor performance should be addressed by that person's manager. If the manager is uncomfortable holding people accountable, or isn't sure of legal procedures in addressing poor performance, we can coach her and help her develop progressive steps that are both respectful and follow company procedures. There are clear steps that can allow the employee to change behavior if she chooses to do so. There are also follow up steps that progress toward dismissal if she chooses not to change. Should we have a meeting with the Office Manager to talk with her about her view of the situation and then decide if coaching is the appropriate thing to do?"