With cold weather comes momentous disruption across a significant proportion of the UK. It is starting to become clear that it isn’t just those that clear snow and scatter salt that need to be prepared for the chaos; anyone who provides an all-year round service requires preparation, an element of which should be customer service training. How to deal with difficult customers; how to provide excellent service in challenging circumstances; how to deal with complaints; why each individual plays an important part in the organisation no matter what their role; sustaining a united company culture in adverse conditions; empowering staff to negotiate and resolve situations with unhappy customers…
As a customer I expect staff to be competent come snow or ice. Not a nightmare journey traipsing into work, extreme sub-zero temperatures, or even a broken boiler should affect customer service standards and break that smile. And it wouldn’t if customer service training was an integral part of staff continual personal development.
It isn’t a surprise that people get frustrated with the slower pace and ineffectual services. It is a surprise however, that year upon year, we are shocked at forecasted unrelenting weather conditions causing unforgiving situations which we continually find ourselves unequipped to deal with it.
By Claudia Cooney | Righttrack’s Sales & Key Account Executive