John DiJulius | Customer Experience Blog

Service Aptitude: The Game Changer in 2016
January 6, 2016, 7:10 am
Filed under: Customer Service, Service Aptitude
It is NOT the employees’ responsibility to have high Service Aptitude;
it is the company’s job to teach it to them.


If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, 99 percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Most companies have their new employees go through technical training only, and when they end up delivering poor Customer service, management gets frustrated with that employee’s decision making. It is not their fault! Most would agree that the hospitality side (how our Customers are treated and cared for) is just as important as the technical/operational side of what the Customer receives. However, our training contradicts that. We would never think of having an accountant, lawyer, nurse, doctor, hairdresser, or technician perform work without the proper technical training, certification, and licensing. Yet most companies have little to zero Customer service certification. To my knowledge, there is no college major in Customer experience that prepares our next generation of workforce on how to have strong Customer service skills.


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