How do you get customer service staff and trainers to work together?

In my experience, trainers should be more handy with the real world situations where the customer service staff should get the sense of the situation and proactively should come up with a solution. Being in the service industry understanding customer & changing market trends are more important because if you are able to understand customer you will be able to communicate clearly, for which we need well designed session with the training team.

In my experience, communication is crucial because it serves as the foundation for effective collaboration and understanding. I have witnessed more than a few instances where clear communication could have prevented or minimized misunderstandings/ conflicts. I also found that since communication is done in various ways, it is important to find which is the best method of communication for a team or individual. This will help foster an environment where everyone is on the same page and working towards the same goal.

I agree that customer service staff and trainers should have common objectives. In my experience having regular meetings with both groups at the same time is important. This type of meeting can allow for suggestions on charges, creative ways to steamline processes and new technology or information that can reduce expenses.

In my experience, the best trainers have come from the customer service realm. There is no better resource than personal experience. I would like to see more front-line employees brought up to be trainers. They will know most if not all of the customer service standards, policies, and procedures.

I agree with this. "What gets measured gets managed" -Peter Drucker If we are not measuring and adjusting as needed, we will never know what works. Customer satisfaction is a KPI for a reason.

COMPROMISE AND MAKE THEM FEEL IN CHARGE Another point to consider is to compromise with the trainers. If they want to do something their own way, let them do this, so give them some freedom to see if their ideas will be working. It is giving them some authority and allowing them to be in charge. If these ideas, let's say do not work, show them advantages of our own ones and what to focus on at first.