{"id":803,"date":"2012-08-22T19:38:01","date_gmt":"2012-08-22T19:38:01","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=803"},"modified":"2022-07-14T21:13:54","modified_gmt":"2022-07-14T21:13:54","slug":"customer-service-training-for-shared-services","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2012\/08\/customer-service-training-for-shared-services\/","title":{"rendered":"Customer Service Training for Shared Services"},"content":{"rendered":"

One of the most common questions regarding Shared Services<\/a><\/span><\/strong> is how it is different from corporate centralization. While both can result in savings through scale, Shared Services encompasses many attributes of a stand-alone business, including a \u201ccustomer first\u201d approach to service.<\/p>\n

From a service perspective, centralized services tend to view Corporate (with emphasis on controls and compliance) as their primary customer. Shared Services, on the other hand, views the business operations as its primary customer, with an emphasis on service and value, while embedding the appropriate controls and compliance prescribed by Corporate within their offerings. A challenge for Shared Services leaders<\/a> is embedding a service culture within their organizations.<\/p>\n

Recently, a Peeriosity member commenced research within the Shared Services research area regarding the extent to which employees are trained in customer service<\/a>. The member initiated a polling question to identify how prevalent training programs were for Shared Services employees. Somewhat surprisingly, only 33% of organizations have implemented a formalized customer service-training<\/a> program for their Shared Services teams:<\/p>\n

\"shared<\/p>\n

For the Shared Services organizations that do have formalized training<\/a>, the follow-up question indicated that 45% of the training was customized for Shared Services:<\/p>\n

\"formalized<\/p>\n

As with all Peeriosity polling, members have full visibility of respondents\u2019 names by company, as well as the ability to contact them for follow-up discussion using Peeriosity\u2019s integrated email system, Peer MailTM<\/sup>. Additionally, a discussion stream of comments adds further insights to the research. Some of the representative comments include:<\/p>\n