Employees often get affected by the drudgery of their daily tasks. They would rather attend to their work rather than entertain customers’ requests for assistance or answer their queries. Hence, customers who are equally impatient and are offended with this kind of responses are wont to complain.

Employees often get affected by the drudgery of their daily tasks. They would rather attend to their work rather than entertain customers’ requests for assistance or answer their queries. Hence, customers who are equally impatient and are offended with this kind of responses are wont to complain. These complaints should serve as signs to the human resources department that their employees should be re-oriented by undergoing customer service training.          

Due to the permanency of their status, some employees tend to be complacent and will not exert their all out effort to help the company in terms of customer service. New hires on the other hand may have very little idea on how they can best contribute to the company in terms of customer service. Hence, the HRD department should submit an immediate recommendation to management, to hold a customers service training workshop or conference for all employees directly involved in service related functions.  

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However, this matter will also depend on the financial capacity of the company. The training may include only the supervisors or department heads, who will in turn conduct the customer service training tips they have learned to their subordinates. Aside from this, the following matters will also be considered in planning a customer service training event: 

1. Decide on the theme of the customer service training event. This should be something that will immediately instill in the minds of the participants as to what aspect of their work will be given emphasis. A good example would be “Making Customer Service Our 1st Priority”.  

2. Plan on the type of event, whether it will be a retreat or seminar/workshop style where the participants do not have to be closed in. The plan will also have to consider whether it’s going to be an on-site event or off-site. Hence, if it’s going to be a retreat style of customer service training convention, the ideal venue would be off-site. Off-site and retreat styles allow for less distraction where employees will be able to focus only on the training goals.            

3. Choose your speakers and resource persons and make sure they have the most relevant input for the customer service training convention. For this purpose, the speakers should be properly informed about the goals of the customer service training program and of the company as a whole. Supply your speakers with enough materials that can provide comprehensive information about the company, its vision, and its history and future goals. It will also help if you will inform the speaker regarding your business’s closest competitor or cultural restrictions if any.   

4. Make sure that the event organizer knows the amount of budget they are working on to avoid over shooting of expenses. In addition, the event organizer should have proper experience in handling these customer service training events to make sure that the venue, the food, the sound systems and the program as a whole will all match the theme of the customer service training event. 

5. Continue carrying out the insights gathered during the customer service training program even after the event is over. Dedicate a page in the company’s website for putting the printed materials of the lectures, the welcome addresses and introductions, including photographs taken during the customer service training event. Encourage employees to visit the site so they will know how they can help the company to become more stable, in light of the stiff competition and challenges that the company is facing.     

The company will hopefully benefit in reminding the supervisors and department heads about their need to be more hands on and meticulous in supervising the company staff. Hence, if the customer service training event carried the theme “Making Customer Service Our 1st Priority”, the supervisors and department heads will become answerable if a staff will become another subject of customer complaint for not being helpful.