doug smith training

We do it frequently -- blame people for what's wrong. And when we blame people for something they did not cause it often makes things worse because now they feel bad about it and maybe even defensive. Even though it feels like people get i the way of perfection, it's usually something else. Fix the process. Fix the rule. Fix the presentation. Fix the product. People are better than we realize, and seldom to blame for service breakdowns. -- doug smith Training Activity Make a list of the three most recent service breakdowns that you have experienced. For each breakdown, score on a scale of 1 - 10 how much of that breakdown was caused by: Process Rules Presentation Product People Now you know where to start fixing things.  

  Training is important. Service is a priority. But you just can't train someone to provide great service and satisfy a customer if the product is bad. Maybe for a moment, but not for long can you keep anyone smiling when the product is poking them in the eye. The best customer service rep in the world can't fix a bad product. Once you realize that you're dealing with a bad product there's no reason to be angry with the service rep. They know it's bad, too. They'd fix it if they could. They likely can't. When the product is bad, find a better product. -- doug smith Training Activity What if that assumption is incorrect? What if you really can make things better with superior service, even when the product is broken beyond repair? What would that look like? What would you train your people to say? What would it look like for someone to create such a great relationship with a customer that the product was inconsequential?