Member Since: 27th Sep 2002
Training Consultant Jenny James Training
26th Jul 2010
Agree wholeheartedly with this article! I'd also add into the pot that another of the reasons training doesn't work is that the organisation itself and its own objectives stop it happening. For example, if customer-facing staff are measured on numbers of calls taken or customers served they will naturally want to deal with people as fast as they can, often to the detriment of good customer service. If "managers" also have to produce sales, process invoices, deal with customers' complaints etc they will devote most of their time to these measurable activities and not to truly managing their staff (by offering development, carrying out meaningful appraisals, dealing with poor motivation etc). So, much of the customer care training and management development training they receive will, sadly, be "put in the bottom drawer of the desk", once they get back to work.