John DiJulius | Customer Experience Blog


How well are you training to provide a World-Class customer experience

Commandment V. Training To Provide a World-Class Customer Experience
Systems and processes that remove variation and provide a consistent customer experience

Answer the following true or false. This test will show you were you have opportunity for improvement in your non-negotiable standards & Secret Service Systems.

1. Employees are trained in the classroom on customer
service as well as on the job service training.
2. Our employees are fully trained on customer service
skills before they are permitted customer interaction.
3. Our employees are screened and tested on their
service aptitude.
4. Our customer experience standards, for each point of
customer contact, are documented and used to train
every new hire.
5. All employees are tested and certified on our
nonnegotiable customer service standards.
6. We provide soft-skill customer service training for all
NEW employees regardless of their position.
7. We provide soft-skill customer service training and
recertification for all EXISTING employees at
least annually.
8. Our customer experience cycle is well outlined and
our employees understand each stage.
9. How many hours of CUSTOMER SERVICE
TRAINING, soft skill, nontechnical training,
does your company provide to each NEW employee?
• 0 • 1–5 • 6–10 • 11–15 • 16 & up
10. How many hours of CUSTOMER SERVICE
TRAINING, soft skill, nontechnical training,
does your company provide to each EXISTING
employee per year?
• 0 • 1–3 • 4–7 • 8–11 • 12 & up

Based on the Company Service Aptitude Test by The DiJulius Group (www.thedijuliusgroup.com/SAT) from the best selling book What’s the Secret?

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