Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education.
QUI TAKEAWAY: Don’t offer customer service training. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. In the end, training instructs people on how to TAKE CARE of the customer.
Instead, have business people enroll in Customer CARE University. We don’t have trainers or instructors. We have mentors and coaches. Our education classes are interactive. As mentors, educate your people with customer CARE actions to practice their interpersonal skills. They will learn and appreciate the value of telephone etiquette, service recovery, and customer CARE. After graduation, as coaches, remind them of your customer CARE excellence strategies. With suggestions, recommendations, and encouragement, empower your people to develop THEMSELVES and engage customers. Your people will create an emotional connection with their customers. The more emotional the connections, the more memorable the experiences, the more loyal the customers. Loyal customers will repeatedly return, spend more money, and rave about their WOW experience to others on social media.
In Customer CARE 101, your passion is to CARE for your people.
- COMMUNICATE openly, transparently, interactively, and frequently any customer CARE information your people need or want to know. Listen empathetically to their suggestions, concerns, and complaints.
- APPRECIATE their roles, responsibilities, actions, suggestions, and recommendations.
- RECOGNIZE, honor, and offer accolades for their role-playing acts of customer CARE.
- EMPOWER your people to act on their own to do what is right for them, their colleagues, their customers, and your business.
In Customer CARE 102, educate your people on how to CARE for their customers:
- COMMUNICATE with each customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to the customer.
- ACKNOWLEDGE each customer’s presence and value to the customer CARE person and your business.
- RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
- ENRICH the experiences and, ultimately, the lives of every customer.
And, yes, educate everyone. Don’t just educate customer CARE representatives. Educate the people in the business who don’t need to CARE for their customers. When you create a GREAT experience for everyone as much as customer CARE representatives need to with their customers, you will earn the loyalty of both. Soon, without a focus on profits, profits will grow. Everyone, the people, their customers, the leaders and their businesses, and you and your business, will be enriched.
NEXT WEEK: Now is the time for a CX Revolution! Part Four.
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BILL QUISENG | Deliver the World's Best Customer Experience 