The Manager's Pocket Guide to Training

The Benefits of Training for Customers when Employees are Trained

In addition to the organization benefiting from employee training, customers gain advantages from doing business with well-trained employees.

The customer gets better service. Customers get better, moreefficient service when they are being helped by a well-trained employee. I once ordered something at a deli and found out after the fact that they didn’t take credit cards. When I voiced some displeasure with this policy, the reply was, “We don’t take credit cards because it slows us down.” If the employee had been trained in how to handle these kinds of complaints, it probably wouldn’t have bothered me, but the answer was all about them and not about pleasing the customer.

The customer ...