Customer Service Bootcamp

[Jetfire]

This came across my local news feeds. . The (entirely nonscientific) poll should be interesting to see how it trends too.

I'm sure the only reason the CBC NB site picked it up is due to the Marketplace show they aired a few weeks ago.

[tropicsgoddess]

I don't think it's the customer service workers that need a course, it's the managers. S%^t trickles downhill and if a manager doesn't know what good service is, then how can you expect the minimum wage worker to know? CS workers are paid pitiful wages and will only "give what they get". There is a skill involved in CS but no one seems to want to pay for the people that can deliver. Business owners need to offer incentives and monitor the service they are providing

I couldn't agree more. Customer service reps are force fed this corporate drivel that they have to shove down customers' throats or risk putting their jobs in jeopardy if that's not done. Besides that, the wages should be increased for customer service reps and the thing with rewarding management with bonuses for cutting hours and saving money by being cheap bastards for corporate should stop. Another thing that should stop too are those stupid inspection visits from corporate. Do we really need to put on a dog and pony show to appease corporate?! Perhaps corporate should partake in the customer service bootcamp too.

[smileyeagle1021]

while I agree that management is greatly to blame, it's not just policies, it's hiring decisions. There are a lot of people working customer service who have absolutely no business working with customers.
If you can't understand concepts like it's the customer's call, pay attention (seriously, I've before ordered pizza and never had it delivered because the rep wasn't paying attention and put down the wrong address, the wrong phone number, and the wrong name... they put down my name as Zach... there isn't even a Z in my name), don't lie to the customer (we can understand mistakes, what we can't understand is you lying about the mistake after we've discovered it), and most importantly, anybody can be your customer (believe it or not, but deaf people, people who don't speak English, and those who are disabled can be customers too... don't just dismiss them because they are dealing with you through an intermediary who is assisting them), then you have no place in customer service.

[taxguykarl]

Do we really need to put on a dog and pony show to appease corporate?! Perhaps corporate should partake in the customer service bootcamp too.

Maybe more from corporate should work the front lines for a week or so to remind them of SC's.