Return to our Home page Search
Click here for the hotel and hospitality news from around the globe Hotel, Travel and Hospitality Articles Videos and in-depth Interviews
CONCIERGE DESK
Read more now
Read more now
Read more now
The Two Sides of Customer Service Training: Human and Technical.
By Shep Hyken
Wednesday, 29th May 2013
 

Just because an employee understands what it means to deliver great customer service, doesn’t mean that he or she is able to deliver it.

As I talk to many different companies about how they build an organization that is customer-focused, many of them start with the hiring process.  You have to hire people that already understand customer service and that are capable of delivering it.  That’s the human side of customer service.

The hiring professional in the organization looks at the applicant’s background, prior experiences, answers to interview questions and more.  The applicant’s background indicates extensive customer service experience, and he or she may be the perfect fit. 

Still, after the interviews and assessments, hiring the people who know it, get it and have experience with it, doesn’t mean they are going to deliver the customer service you hope for, unless you provide training – technical customer service training.

Now I think every employee should go through customer service training, and it should be ongoing.  It keeps the employees focused by reminding and reinforcing various customer service skills, techniques, and the attitudes necessary for delivering excellent customer service.  That’s the human side and is what helps keep the organization’s culture customer-focused. 

In addition to the human side, or what some refer to as “people skills” training, the employees need to go through technical customer service training that teaches how to apply that human side to their job responsibilities.

4Hoteliers Image LibraryFor example, you may be the owner of a restaurant and you hire a server.  Let’s call him Bob.  Bob has never worked at a restaurant, but has a background in customer service. 

As a matter of fact, Bob was a front-desk clerk at a very nice hotel.  He really does understand how to deliver great customer service.  But, he doesn’t understand how to wait tables.

That’s where the second side of service comes in, the technical side.  A technical customer service lesson might teach an employee which side of the guest is the right side to pick up and set down a plate. 

No amount of customer service background will teach that, or many of the other nuances that go into creating the perfect customer experience at a restaurant.

This is the same in just about any business.  It takes both attitude and skill.  The best people have both.  The best companies recognize and make sure their employees have both.

The technical side of customer service is actually easy to teach, but that doesn’t mean the customer will have a great experience. 

The employee also has to understand the human side of customer service.  It is the combination of the two that is greater than the sum of the parts.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200. For information on The  Customer  Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken (Copyright © MMXIII, Shep Hyken)

Advertise with 4Hoteliers.com ...[Click for More]

~ Important Notice ~
Articles appearing here contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.

Learn more about DigiJames - in room technology
Advertisment  
 Related Articles  (Click title to read)
I, Robot Hotelier.
Test Before You Launch, Virgin!
The Folly of Organisational Restructures.
Leadership.... There's Something Funny Going On Here.
 Latest News  (Click title to read article)
Ritz-Carlton reveals its secrets
Sunday, 20th April 2014

$3 3 Billion travel tech & internet spending binge
Sunday, 20th April 2014

TripAdvisor travel app reaches 100 million downloads
Saturday, 19th April 2014

Holiday Inn M4 Jct 4 refurbishes double-standard bedrooms
Saturday, 19th April 2014

Facebook and Twitter - Nothing there says Priceline
Friday, 18th April 2014
 Latest Articles  (Click title to read)
Are You Trying Too Hard, or Not Hard Enough?
Sunday, 20th April 2014

Do Your Job Descriptions Inspire Greatness?
Saturday, 19th April 2014

Creativity & Passion - Keys to Wowing and Returning Guests
Friday, 18th April 2014

The Critical Connection Between Resilient Workplaces And Diversity
Friday, 18th April 2014

Besides Training: How To Maximize Hotel Reservations Conversions
Thursday, 17th April 2014
 Most Read Articles  (Click title to read)
Global Update: Who's Where and Doing What - Jan 2014
The Top Trends in Search for 2014
The Digital Direction Part 1: Fundamentals of Digital Marketing and Why it is Vital Hotels Understand
Global Update: Who's Where and Doing What - Feb 2014
Expedia's Top Five Conversion Tips

© Copyright 4Hoteliers 2001-2014 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here

Use of this web site is subject to our
terms & conditions of service and privacy policy