“Wax on- wax off!” Admit it. The original Karate Kid movie is great. In it good triumphs over evil and the mean people get their just deserts. I somehow feel more motivated to fight the good fight myself after watching a rerun. I have secretly wished that I had a Mr. Miyagi in my life; someone who could impart wisdom for all of life’s trials and keep me accountable to doing the right thing.

The goal of customer service training and management is not to script every scenario, but to give your customer service representatives the training, knowledge and experiences necessary to respond instinctively to the customer in a way that benefits the company and makes the customer happy. Apologizing to an unhappy customer should be a natural instinctive response versus words to read on a sheet of paper. Making sure a new account is set up properly every time needs to be the way we do business all the time, not just when the phones are slow or you think it is a monitored call. Customer satisfaction scores and individual performance scores should both keep you accountable and give you something to celebrate as skills improve not just on paper, but in the day to day interactions with your customers.

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