How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Audience: Know Whom You’re Training

Whom should you train on customer service? How do you decide whom to train? (I could make this chapter very short and simply say everyone!)

We’ve all heard that the first person who answers the phone or greets the customer is the most important person in the company to receive customer service training. That person represents the entire company, so start with the receptionists and front line people. Right? Well, that used to be right. However, today, with direct inward dial or voice mail, any employee can be the first person a customer talks with at your company. In many corporations, customers can call the president directly because they now answer their own phones. Therefore, no one should be exempt from ...