Don’t Forgo Customer Service Training in Challenging Times


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With all the uncer­tainty and insta­bil­ity in today’s work­place and many orga­ni­za­tions hav­ing scaled-back bud­gets, one of the areas that tends to get cut is cus­tomer ser­vice train­ing. While this might seem to make sense, it can actu­ally be a counter-productive strat­egy. Cus­tomer ser­vice train­ing is of the utmost importance.

When com­pa­nies are faced with bud­get and/or hir­ing lim­i­ta­tions at work, they nec­es­sar­ily have to find ways to “do more with less.” This is the right time to focus on, and invest in, the devel­op­ment of cur­rent employees.

Fol­low­ing are some ben­e­fits of pro­vid­ing cus­tomer ser­vice train­ing dur­ing chal­leng­ing eco­nomic (and emo­tional) times. By invest­ing in train­ing, you’re able to:

  • Enhance employ­ees’ skills and knowledge.
  • Ensure that they feel val­ued by the organization.
  • Main­tain a sense of nor­malcy and con­ti­nu­ity in the work environment.
  • Remain com­pet­i­tive (by keep­ing skill level high).
  • Sus­tain and enhance cus­tomer rela­tion­ships by mak­ing sure your staff gives cus­tomers them the best ser­vice possible.
  • Ensure cus­tomer ser­vice reps are pre­pared for pros­per­ous times.

Chal­leng­ing eco­nomic times can also mean a reduc­tion in staff turnover. When this hap­pens, you have an oppor­tu­nity to focus on devel­op­ing your staff and increas­ing the level of their engage­ment with the orga­ni­za­tion (and hope­fully their pas­sion for the job). When times get tough, you should not react by stop­ping the learn­ing process. This is an oppor­tune time for com­pa­nies to con­tinue to be com­pet­i­tive and focus on grow­ing and main­tain­ing clientele.

Keep in mind that invest­ing in cus­tomer ser­vice train­ing is an invest­ment that will give your com­pany a com­pet­i­tive advan­tage both with your employ­ees and with your customers.

Coach­ing Tip

Main­tain con­tin­u­ous com­mu­ni­ca­tion with your cus­tomer ser­vice team mem­bers. Dif­fi­cult times can take a toll, espe­cially if cus­tomer ser­vice reps sus­pect (rightly or wrongly) that they’re not being fully informed of every­thing that’s going on with the depart­ment or orga­ni­za­tion. To avoid the rumor mill, hold weekly meet­ings with your team. At these meet­ings, have a set agenda, but also allow some time for a Q&A ses­sion, where you open the floor up to questions.

For more tips on train­ing and per­for­mance, visit or give us a call at 800 545 9003

Republished with author's permission from original post.

Monique Castillo
Monique Castillo is an Impact Performance Specialist with knowledge and background in customer service, sales, coaching and mentoring. When she is not helping customers improve their business, she is also a world traveler, gym enthusiast, and an aspiring foodie.


  1. This is an oppor­tune time for com­pa­nies to con­tinue to be com­pet­i­tive and focus on grow­ing and main­tain­ing clientele…….


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