|
|
|
4 New Income Streams To Your Online Business At No Extra Cost
No matter what you are earning now on the net, you should position your business/service to earn more, and at no extra cost or time to you.. Most of your high volume traffic will not ultimately be interested in any single offer. Thus, to...
4 time-saving email tips!
Email is the 'killer app' of the internet, the most widely used tool available today. Here's 4 great tips for making sure that you take advantage of this fabulous tool. The result? A powerful marketing system that will save you lots of time and...
Kentucky Hospital Association to benefit from meetingtrak and etrak upgrade
gomembers, Inc. (http://www.gomembers.com) is pleased to announce that the Kentucky Hospital Association (http://www.kyha.com) has elected to upgrade its meetingtrak solution as well as adding etrak, the .NET online component that web-enables their...
Part 1 of 5 - How "Pipe Dreams" Can Become Realities!
Take a look at yourself - inside and out. Where do you live what job do you have, how do you relate to your friends and family? What interests do you pursue, what adventures do you have? What do you truly want from life? Do you want wealth...
The Three Most Common Mistakes Sales Managers Make
In most organizations, sales managers are the essential bridge between the company's sales goals and the realization of those goals. The gritty day-to-day interactions between the sales people and their customers are frequently filtered through...
|
|
| |
|
|
|
|
|
|
The Critical Role of Training
There is always an excuse for not providing employees with training opportunities. Very few people articulate these excuses to either their customers or their staff, but the net effect is still the same.
When the economy was good and employees few, the excuse was, "Why worry about customer service training? Demand is so high that if we tick-off a few customers, so what - there are more lined up at the door. Average employee tenure is so brief, why should we train them so they can go work somewhere else?"
Now that the economy is poor and training is one of the first areas most companies cut, the excuse is, "We are laying off employees - we can't justify the expense of training."
Both indicate an arrogant disregard for both the employees and the customers. I have addressed the shortcomings of the first excuse in previous articles and newsletters. Permit me to briefly address the second.
At a time when every customer has suddenly become precious and you are expecting more of the remaining employees following a downturn, how can you not justify training?
To the customer, it indicates that you care about obtaining and retaining their business. To the employee, training indicates that you are willing to make an
investment in them and the future of the company. Even though you are asking them to accomplish more, you are willing to give them something in return - the training to enhance their skill set so that they can serve the customer better.
Lest you think this is totally self-serving, I will let you know why I do what I do; it is a sincere passion for the customer experience and the joy of watching an employee blossom when given the tools to do the job. Both of the excuses listed above have the same net effect - customers are poorly served and employees remain demoralized and unmotivated.
Good training produces guaranteed quantifiable benefits. If your training has not done that then you need to find a training provider that will measure effectiveness and guarantee results - WOW!
About the Author
Carol Verret and Associates, offers training and consulting services to the hospitality industry in the areas of sales, marketing and customer service. Carol's latest training product is a comprehensive customer service system, ResultsWOW. Learn more about her services, at http://www.carolverret.biz.
Be sure to subscribe to her newsletter, ResultsWoW Customer Service Newsletter by sending an email to subscribe-on@carolverret.biz
|
|
|
|
|
|
