While the forms of training can (and should) vary, the important takeaway is that companies have the obligation to continually monitor the customer experience and assess areas of opportunity with customer service training.
Because let's face it, none of us want to be in the majority of this American Express survey stat: 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
Diane Mettler has been a manager for nearly 20 years. She's also a freelance writer and editor—with hundreds of her articles published in a variety of magazines—and teaches writing at the University of Washington.
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