Don’t offer customer service training. Develop your people with customer CARE education.

Don’t offer customer service training. Training is finite, usually only one to several days. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the how and what of service. Training is to develop THE BUSINESS. In the end, training is for a job. And the job of employees is to serve to satisfy the customer. The mission is to TAKE CARE of the customer.

Instead, have customer CARE education. Don’t have trainers or instructors. Have mentors and coaches. Your education is interactive and frequent. Your education is the how, what, and, why of service excellence. As mentors, educate your students with role-playing customer CARE (Communicate, Acknowledge, Respond, Enrich) actions to practice their soft skills. Your students will learn and appreciate the value of appearance standards, telephone etiquette, service recovery, and customer care. After “graduation”, as coaches, remind the people interactively, frequently, and continuously of your customer CARE excellence strategies. With suggestions, recommendations, and encouragement, empower your people to develop THEMSELVES. Your people will be enthused and energized to engage customers. They will create an emotional connection with your customers. The more emotional the connection, the more memorable the experience, the more loyal the customer. And everyone’s lives will be enriched. Your passion is to CARE for everyone, our people and customers alike.

And, yes, educate everyone. If you’re not caring for the customer, you darn well better be caring for the person who is.

When you create a great experience for people as much as you do for customers, you will earn the loyalty of both. And soon, without your focus on profits, profits will grow.

Leave a comment

Filed under Customer Service

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.