What is involved in Customer service training

Find out what the related areas are that Customer service training connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Customer service training thinking-frame.

How far is your company on its Customer service training journey?

Take this short survey to gauge your organization’s progress toward Customer service training leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Customer service training related domains to cover and 44 essential critical questions to check off in that domain.

The following domains are covered:

Customer service training, Blended learning, Customer satisfaction, Customer service, Face-to-face interaction, Web based training:

Customer service training Critical Criteria:

Track Customer service training engagements and achieve a single Customer service training view and bringing data together.

– What management system can we use to leverage the Customer service training experience, ideas, and concerns of the people closest to the work to be done?

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Customer service training process?

– Does Customer service training analysis show the relationships among important Customer service training factors?

Blended learning Critical Criteria:

Pilot Blended learning failures and diversify disclosure of information – dealing with confidential Blended learning information.

– What will be the consequences to the business (financial, reputation etc) if Customer service training does not go ahead or fails to deliver the objectives?

– How will we insure seamless interoperability of Customer service training moving forward?

– Why should we adopt a Customer service training framework?

– Blended learning: a dangerous idea?

Customer satisfaction Critical Criteria:

Win new insights about Customer satisfaction tasks and create a map for yourself.

– Do we Make sure to ask about our vendors customer satisfaction rating and references in our particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?

– What is the difference, if any, in customer satisfaction between the use and results of agile-driven software development methods and the use and results of plan-driven software development software development methods?

– How important are hard measurements that show return on investment compared to soft measurements that demonstrate customer satisfaction and public perception?

– Performance Standard: What should be the standards for completeness, reliability, accuracy, timeliness, customer satisfaction, quality and/or cost?

– Has it re-engineered or redesigned processes, and leveraged technologies to improve responsiveness, Customer Service and customer satisfaction?

– How does the company manage the design and delivery of products and services that promise a high level of customer satisfaction?

– Does Customer service training create potential expectations in other areas that need to be recognized and considered?

– Do several people in different organizational units assist with the Customer service training process?

– Is the Customer Satisfaction Process something which you think can be automated via an IVR?

– How does the firm measure and monitor client service and customer satisfaction?

– How do we manage Customer service training Knowledge Management (KM)?

– What employee characteristics drive customer satisfaction?

Customer service Critical Criteria:

Nurse Customer service tactics and budget for Customer service challenges.

– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

– When you use social media to complain about a Customer Service issue, how often do you feel you get an answer or your complaint is resolved by the company?

– What are some strategies to use in order to avoid words or phrases that may negatively affect your relationship with your customer?

– How many attempts do you make before you reach the correct person (e.g., number of phone transfers, e-mail forwards, etc.)?

– How much more would you be willing to spend with a company that you believe provides excellent Customer Service?

– When dealing with customers with a disability, how can you best help them?

– What kinds of problems would cause the most Customer Service complaints?

– Can you deliver good Customer Service if employees do not report to duty?

– In what ways have you seen modesty in others exhibited in the past?

– Are our most unhappy customers our greatest source of learning?

– What are the pros and cons of outsourcing Customer Service?

– What needs to be in place to make Customer Service work?

– What will be your Customer Service and credit policies?

– How would you define outstanding Customer Service?

– What does a Customer Service culture look like?

– How would you define Customer Service?

– Why is Customer Service substandard?

– What is Effective Customer Service?

– Arent all customers alike?

– Is 99.9% Good Enough?

Face-to-face interaction Critical Criteria:

Powwow over Face-to-face interaction failures and ask what if.

– At what point will vulnerability assessments be performed once Customer service training is put into production (e.g., ongoing Risk Management after implementation)?

– Is there a Customer service training Communication plan covering who needs to get what information when?

– Who will be responsible for documenting the Customer service training requirements in detail?

Web based training Critical Criteria:

Nurse Web based training goals and gather Web based training models .

– Do we monitor the Customer service training decisions made and fine tune them as they evolve?

– Have all basic functions of Customer service training been defined?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Customer service training Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | theartofservice.com

[email protected]


Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Customer service training External links:

15 Top Customer Service Training Courses for Your …

Blended learning External links:

Ready to Blend: Bring blended learning to your school.

Online & Blended Learning—Global Personalized Academics

Blended Learning — Personalized Education | Rasmussen College

Customer satisfaction External links:

JCPenney Customer Satisfaction Survey – Welcome

3 Ways to Increase Customer Satisfaction

Wawa Customer Satisfaction Survey – Welcome

Customer service External links:

ODJFS | Child Support Customer Service Portal

Customer Service Center v2.0.15 Built: 2017-11-10_1655

Capital One Customer Service | Contact Us