Q: please send me any information you have about Customer Management tools and Customer Service Training. I have a particular staff member who is more data driven than customer service driven so we are looking at ways to train her to understand the data implications of good CS.
A: Data are essential to the effective planning and marketing of your program, but the most effective marketing strategies will not create the success you hope for if your customer service falls short.
The best recommendation I can make for you is to purchase our Customer Service Manual, "Frontline Leaders." It is a comprehensive publication which we have used for in customer service training sessions as well as providing to members for their staff. If you are interested in buying this publication or learning more about it, email us at info@lern.org.
In addition, you might want to check out the customer service webinars in the LERN Club on the LERN website. These are available on-demand, and you may find them useful. The Customer Service webinar is entitled, "Customer Retention.."