Frank Disbrow, Division Warranty / Quality Manager at Centex Homes, on a customer service training that delivered "AH-HA" moments across his department.
Dear Baker Communications: Recently our company sponsored a training event for our Customer Service Department. The speaker was Ms. Peggy "SUPER TEACHER" Rainwater of Baker Communications. It was a sheer delight to have her expound upon the Exceptional Customer Service topic.
I have been through about a million "hype-you-up" training classes over the years; however, Peggy brought us real examples and real answers to help all of us in the customer service department create Exceptional Customer Service in our worlds. Being the manager of the department, I was relieved to see "AH-HA" after "AH-HA" in the eyes of my team. I heard countless "So that's why they do that" or "So that's why I react instead of act!"
The self-revelations regarding the material were worth their weight in gold. I know that if my team can see themselves in a true light, understanding their motives and drives, then matching our customers' unique expectations becomes like second nature. The tailored curriculum enticed all to participate. Her approach even drew in the people in the back row in the training center — as we all know, they are probably the ones who need it the most.
In only a few short moments, everyone was engaged and learning about themselves and our customers. Great job, Peggy! We can't wait to have you back for more training events!
Frank Disbrow
Division Warranty / Quality Manager
Centex Homes — Gaithersburg, Maryland
