From the course: Leading a Customer-Centric Culture

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How to train employees to achieve a customer-centric culture

How to train employees to achieve a customer-centric culture

From the course: Leading a Customer-Centric Culture

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How to train employees to achieve a customer-centric culture

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- We need to give employees training if we want them to embrace our service culture in their daily work. This can help them understand the types of behaviors we're looking for. For example, employees in a software company are trained to focus on the organization's vision of helping clients maximize the use of the software. Customers sometimes call and ask for a feature that the software doesn't have. A typical response in most companies would be to say, "I'm sorry, that feature is not available." Employees in this company are trained to ask detailed questions about the customer's needs, and find a way to help the customer use the software to accomplish her objectives. Training is essential to helping employees know how to follow the vision and do the right thing in moments like this. Here's a training plan that you can use. Let's start with the learning objectives. Employees should be able to identify your customer service vision, they should be able to explain the vision in their own…

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