How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Management Involvement: A Must!

Fact: To succeed in your customer service training, you need management involvement and support.

Involvement of managers, decision makers, and top management is particularly important if the customer service training program is expected to change the customer service culture. It is this level of the organization that will decide or approve customer service values, policies, and procedures. Remember that even if it is not written down, there is generally a clearly “acted-upon” level of values that can be articulated. Policies and procedures also may not be written down, but there may be informal policies and procedures in place that have not been captured yet in print. The dialogue you generate with top management ...