You can feel great customer service just as easily as you can spot poor service from a mile away. And so can your customers. Whether it’s the indifferent tone, the “I don’t know” answers, or the lack of confidence in handling an issue, untrained or undertrained staff send out red flags to customers faster than you might think. The truth is, customers don’t just notice the gaps, they experience them. And when they do, it directly impacts their trust in your brand, their likelihood to return, and whether they recommend you to others.
So, what are the warning signs that your team’s customer service training might be falling short? And more importantly, what can you do about it?
The Subtle (and Not So Subtle) Signs
Even the smallest moments in a customer interaction matter. Here are just a few signs that your team may not be as prepared as they need to be:
Inconsistent Service: One staff member is friendly and helpful, the next seems confused or cold. Customers hate unpredictability.
Lack of Product Knowledge: When your team can’t answer questions about what you offer, customers lose confidence.
Defensiveness Over Empathy: Instead of listening and helping, untrained staff may get defensive, a surefire way to lose loyalty.
No Ownership: “It’s not my department”, or “There’s nothing I can do”, is code for “I don’t care”, Ouch.
Robotic Responses: Scripts are helpful, but without training in tone, empathy, and adaptability, they can sound hollow.
Why This Hurts Your Business
Customer service is more than just a smile and a “have a nice day”. It’s one of the strongest drivers of customer retention, loyalty, and brand reputation. A single poor interaction can undo years of hard work, especially in an age where reviews are public, immediate, and influential.
When customers feel like your team isn’t equipped to help them, they won’t just walk away, they’ll talk about it. On Google. On Facebook. In group chats. And often, their negative word-of-mouth spreads faster than any advertising campaign can keep up with.
So, What Can You Do About It?
1. Acknowledge the Gap
First things first: recognise that customer service isn’t just common sense, it’s a skill. Just like sales, marketing, or operations, it needs training, structure, and reinforcement. If your team hasn’t had formal, ongoing training, now is the time to start.
2. Invest in Tailored Training
Generic, one-size-fits-all workshops won’t cut it. Your business is unique, and so are the challenges your team faces. That’s why tailored customer service training makes all the difference. A personalised approach helps your team understand not only what to do, but why it matters and how to do it in a way that feels authentic to your brand.
3. Focus on Soft Skills
Empathy, active listening, tone, body language, problem-solving – these are the heart of excellent customer service. Teaching these skills through interactive training (not just PowerPoint slides!) builds the kind of confidence that your customers feel.
4. Reinforce and Review
Training shouldn’t be a one-off event. Ongoing coaching, real-time feedback, and team check-ins keep service standards high and consistent. Celebrate wins, learn from missteps, and always be growing.
5. Lead by Example
Customer service culture starts at the top. When leaders model great service internally and externally, the ripple effect is powerful. Your team will mirror what they see.
Sparkle Customer Service Training Workshop
Ready to Strengthen Your Team and Wow Your Customers?
If you’ve noticed that customer service standards just aren’t where they need to be, or if you’re ready to go from “okay” to “outstanding”, we can help. At SPARKLE Training, we create customised customer service training programs that transform how your team shows up, connects, and delivers.
Because when your people are confident, your customers feel it. And they keep coming back for more.
Contact SPARKLE Training today to find out how we can help your team shine brighter than ever.
Call 1300 611 288 or Email info@sparkletraining.com.au
Author – Garret Norris – https://www.linkedin.com/in/garretnorris/