Spent $200 on a customer service training course and it made things worse

I bought this online course to help with angry callers, but the scripts felt so fake that customers got more upset when I used them. Now I'm stuck between using the awkward new methods or going back to my old, more natural way of talking. Has anyone else paid for training that actually hurt how you deal with people?

3 comments

3 Comments

logan7052d ago

My company spent three grand on a similar communication seminar last year. The trainer told us to "mirror" customer emotions, which just made me sound like a creepy parrot. I'm pretty sure my customer satisfaction scores dropped for a solid month after that.

markhall1d ago

Yeah, the "mirroring" thing is meant to be subtle, like showing you get their frustration. Just repeating their words back does sound weird.

sean_johnson161d ago

Man, I used to think all that professional training stuff was the answer. But after seeing how my wife's office forced some similar course on her team, I get it now. Those perfect scripts just don't work on real people having a bad day. It kinda makes you sound like a robot, and that just pisses folks off more. I mean, maybe some of the basic ideas are okay, but you gotta make it sound like yourself.