Correcting Customer Service Attitudes Involves More Than Just Training

 Maria, at Customers Are Always, reports that Northwest Airlines wants to improve its customer service. Maria reports that NW employees will be invited to a seminar where they can provide feedback to management.

I hope NW is prepared to change its entire culture. Contrary to popular belief you can't just put your employees through a training program and expect them to change.

You have to change the corporate culture so that senior managers support the customer service initiative and assist in embedding it into the corporate culture.

You need to realign policies and procedures so that they don't conflict with the new culture.

You need to revamp rewards and recognition to reflect the new culture.

You need to create an internal marketing campaign that explains the benefits to each individual employee, their team, and the organization as a whole.

Then, you need to revamp your customer service training programs.