This post is a thought-provoking challenge to the traditional approach of “customer service training.” I completely agree with the sentiment that training is often finite and top-down, focusing more on the technical aspects of service delivery rather than the human connection. The proposed shift towards customer CARE education, with an emphasis on mentorship, interactive learning, and personal development, is a refreshing and inspiring perspective. The CARE acronym (Communicate, Acknowledge, Respond, Enrich) provides a simple yet powerful framework for employees to build genuine rapport with customers. SogoCX, as a comprehensive customer experience management platform, can play a crucial role in reinforcing this CARE approach. It can provide tools for ongoing feedback and coaching, enabling employees to continually improve their interpersonal skills and customer interactions. The concept of educating everyone within the organization, even those not directly interacting with customers, is a powerful idea. It reinforces the notion that everyone plays a role in creating a positive customer experience, and it fosters a culture of collaboration and shared responsibility. This post is a valuable resource for any business looking to transform its customer service approach.
"People need to be reminded more often than they need to be instructed."
Samuel Johnson
This blog, along with my Facebook, Instagram and Twitter pages, offer practical tips, insight and inspiration to serve as reminders on how to improve your personal delivery of customer service.
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This post is a thought-provoking challenge to the traditional approach of “customer service training.” I completely agree with the sentiment that training is often finite and top-down, focusing more on the technical aspects of service delivery rather than the human connection. The proposed shift towards customer CARE education, with an emphasis on mentorship, interactive learning, and personal development, is a refreshing and inspiring perspective.
The CARE acronym (Communicate, Acknowledge, Respond, Enrich) provides a simple yet powerful framework for employees to build genuine rapport with customers.
SogoCX, as a comprehensive customer experience management platform, can play a crucial role in reinforcing this CARE approach. It can provide tools for ongoing feedback and coaching, enabling employees to continually improve their interpersonal skills and customer interactions.
The concept of educating everyone within the organization, even those not directly interacting with customers, is a powerful idea. It reinforces the notion that everyone plays a role in creating a positive customer experience, and it fosters a culture of collaboration and shared responsibility.
This post is a valuable resource for any business looking to transform its customer service approach.