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October 2021 Newsletter

October 2021 Newsletter

A Few Words from Bob:  Is it Training, or Something Else?

When I started in the training field in 1969, we weren’t even thinking about customer service training. In the late 70s and early 80s, however, it was made popular by leading training professionals such as Ron Zemke, Carl Albrecht, Jan Carlson CEO of Scandinavian Airlines and others.

Thanks to their foresight, we now have been doing this type of training for more than 45 years. Yet, things don’t seem to be improving that much.

  • What is the answer? While customer service training is important and necessary, we also need to work with stakeholders in other areas of the business to look beyond it to other things that influence the customer experience.
  • Do systems support what we want to achieve, for example, or do they get in the way?
  • Are we hiring and placing people properly?
  • Do we have the right policies in place?
  • Do managers coach for proper performance?

Read more in this month’s newsletter HERE.
Bob Pike, Editor

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