{"id":427,"date":"2009-10-14T22:02:03","date_gmt":"2009-10-14T22:02:03","guid":{"rendered":"http:\/\/www.epicliving.com\/epic\/how-social-media-can-save-customer-service-training\/"},"modified":"2009-10-14T22:02:03","modified_gmt":"2009-10-14T22:02:03","slug":"how-social-media-can-save-customer-service-training","status":"publish","type":"post","link":"https:\/\/www.epicliving.com\/epic\/how-social-media-can-save-customer-service-training\/","title":{"rendered":"How Social Media Can Save Customer Service Training"},"content":{"rendered":"

Was doing some research for a friend\/client on customer service training materials this week.  I decided to use Twitter<\/a> (my top choice for social media portals) as a tool to do some research on the matter.  A simple search on the term "customer service training" is all it took to create a hmmm moment.  And though my research was not very scientific, it did reveal some things I knew instinctively.<\/p>\n

First, customer service is a very popular discipline for a number of companies\/consultants.  Must mean that bad customer service is more the norm than the exception.  I agree with that on its face.<\/p>\n

Second, I don't think the customers (organizations) of the customer service training product are fully aware of what's going on inside their own walls. <\/p>\n

Here's what brought me to the above conclusions:<\/p>\n

    \n
  1. My typed search "customer service training" revealed that for every two consultants offering training, there were an equal number of employees who were referring to customer service training as a boring event, a cure for insomnia, or a pain in the rear.  Again, this wasn't a scientific result, but it seems that many employees are nodding yes, but thinking and feeling no.<\/li>\n
  2. Employees, especially those in larger entities, feel like their targets for cost cutting and lay-offs.  Creates a jaded, if not callused view of things.  Wonder how these folks treat customers who have legitimate needs\/issues?<\/li>\n
  3. Why the disconnect?  Leadership.  Some managers may think they're leading well, but have yet to look behind them to find no one following.<\/li>\n
  4. Fixing conclusion #3 creates a bridge for change.<\/li>\n
  5. Employers are missing out on the power of social media.  See this article<\/a> for more on that.  But I'm speaking of finding out what's REALLY<\/strong> going on with the employee base.  Might save them some money and go a long way in reinventing how they serve-employees and customers.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    Was doing some research for a friend\/client on customer service training materials this week.  I decided to use Twitter (my top choice for social media portals) as a tool to do some research on the matter.  A simple search on the term "customer service training" is all it took to create a hmmm moment.  And…<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18,4,5,170,406],"tags":[1334,1401,1322,172,1402,347,670],"class_list":["post-427","post","type-post","status-publish","format-standard","hentry","category-business-commentary","category-coaching","category-entrepreneur-advice","category-management","category-new-media","tag-business-coaching","tag-customer-service-training","tag-employee-engagement","tag-hr","tag-management-consulting","tag-social-media","tag-twitter"],"_links":{"self":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/427","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/comments?post=427"}],"version-history":[{"count":0,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/427\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/media?parent=427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/categories?post=427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/tags?post=427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}