Clients often ask me how to motivate stodgy “old-timers” to give better service, work more effectively on teams or contribute to building a stronger learning culture. They want to know how to get difficult employees on board with customer service training. One company even asked me to help “crack four tough nuts” out of a staff strength of over five hundred!
My response to these situations is this: stop spending so much time and energy trying to convert the few who are “stuck in the mud” and unwilling to change and embrace customer service training. Instead, put more focus and attention on staff who do want to learn, are willing to change and will improve their skills.
Over time, the “old timers” will become uncomfortable with all the focused and positive efforts. They will wake up and get with the program and embrace changes and customer service training, or leave.
Please note: I am not saying that “old-timers” are always a problem. Their wisdom and experience can be a precious asset. But in today’s fast moving world, everyone must be willing to learn, ready to change and eager to grow. If someone refuses to rise with the tide, let them sink. Training is meant to help you forge ahead, not behind.
Key Learning Point To Customer Service Training
Don’t let a few stodgy characters from the “old school” keep you from building an effective learning organization. Training programs and innovative ideas are essential for company growth. Don’t let a few employees stand in the way.
Action Steps To Customer Service Training
To keep your culture vibrant and growing strong: conduct more customer service training, launch new campaigns, circulate interesting articles, share real stories, run frequent contests, reward staff initiatives, give plenty of praise, share benchmarking results, capture and communicate up-to-date customer information. Do everything positive you possibly can. And then do even more.
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.
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