Customer Service: Train Employees to Focus on Customers

Whether they’re interacting with a customer on the phone or designing the layout of your next catalog, your employees are your company’s mouthpiece. And training employees company-wide to be customer focused at all times can have a big impact on how your customers perceive your brand, writes Craig Cochran, author of “Becoming a Customer-Focused Organization” (Paton Press). Cochran identifies five staff-training tactics that drive customer focus and long-term success.