Have you ever contacted a company about fixing a problem and felt like you weren’t being listened to or were even insulted? This happened to me recently with my telecommunications provider when my phones started working intermittently. My first phone call informed me about an outage that was “fixed”, the second told me that the outage really had been fixed and I needed new phones, and, on the third, I found out that it had yet again been repaired and I should not be experiencing any further difficulties (like no dial tone). The next day, I received a phone call asking me if everything was working fine and I used it as an opportunity to complain about the process I had been through, especially being told that I needed to replace my phones. The response was, “It’s a training problem”.
I have not changed telecommunications companies despite my annoyance and living in a town where I have ample choices. I have not contributed to the abundant “IhateX.com” sites – there was ever one that included “loathe” and “detest”!
But I did ponder the “It’s a training problem” response. Here is what I cynically imagine: this is what customer service representatives are told to say to calm an irate customer because there are few responses to that statement. But suppose that my complaint is actually logged. In fact, wasn’t that call recorded? The segment where I am told to replace my phones is used in a new online course: listen to this and identify why the customer was offended. Listen again and suggest a different direction the customer service representative could have taken it in. Now speculate on the result: would the problem be solved? would the customer be irate? Now let’s do some online role plays. Playing the irate customer would be both insightful and fun. And then, it’s no longer a training problem.
Well, yeah, it’s a training problem. So? That’s approximately as useful as saying “Yes, that person does that.” :–)
Plus, the answer says “Yeah, when our system screws up, we augment it by serving you with insufficiently trained people.” Heh.
Well, this is where we’ve ended up as we’ve gone with cheaper and cheaper phone service. Service goes out, support people go out, and the follow-up call has a feeble answer!
But I suppose you’re right – it could be a worthwhile training exercise.
Our company does just that. In many of the courses we design for our clients, we include Virtual Role Plays(TM) as extended practice sessions for the material presented in the course. The role plays also record the learners’ responses to the scenarios so that both the learner and his/her supervisor can play them back with the dialog. In addition, an expert also responds to the situation.
How does “it’s a training problem” contribute to resolving the actual problem?
“It’s a training problem” simply means that management doesn’t have its ‘stuff’ together. I used to work for Domino’s Pizza as a manager and we, nationally and my local store, frequently earned customer service awards.
The correct answer is “What will it take to make this right in your (the customer’s) eyes?” When the customer gives their answer, ask “Is that all?”
Then implement their request. The customer is generally the only source of money in a company.
“Training problems” are NOT handled in front of the customer and they are NOT handled after the incident any more than once. The only ‘training problem’ is a failure to properly and proactively train. This is a MANAGEMENT responsibility and belongs on no other shoulders.
I read your blog post – on ‘it’s a training problem’ – with interest. Maybe it’s a cross-cultural thing but I’ve never heard the ‘it’s a training problem’ excuse, despite being on the end of some pretty poor customer service from utilities companies from time to time. I wouldn’t want that excuse to percolate over here (because, as you say, it’s difficult to argue against when you complain). So, this time, I hope that people in the UK are not reading your blog post!
This happens many times… but what we can do?
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