We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. 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 students on how to TAKE CARE of the customer.
Instead, enroll in Customer CARE University. We don’t have trainers or instructors. We have mentors and coaches. Our education classes are interactive. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills. You will learn and appreciate the value of telephone etiquette, service recovery, and customer CARE. After graduation, as coaches, we remind you of our customer CARE excellence strategies. With suggestions, recommendations, and encouragement, we empower you and your colleagues to develop YOURSELVES. Ideally, all of you will be enthused and energized to engage customers. You and your colleagues will create an emotional connection with your customers. The more emotional the connections, the more memorable the experiences, the more loyal the customers. And everyone’s lives will be enriched.
In Customer CARE 101, our passion is to CARE for you and your colleagues.
- COMMUNICATE openly, transparently, interactively, and frequently any customer CARE information that you and your colleagues need or want to know. We will listen empathetically to your suggestions, concerns, and complaints.
- APPRECIATE your role, responsibilities, and actions, and your suggestions and recommendations.
- RECOGNIZE, honor, and offer accolades for you and your colleagues’ role-playing acts of customer CARE.
- EMPOWER you to act on your own to do what is right for you, your colleagues, your customers, and your business.
In Customer CARE 102, we will educate you on how to CARE for your customers:
- COMMUNICATE with every 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 you 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, we educate everyone. If we’re not caring for customer CARE representatives, we better be caring for your colleagues who are.
When we create a great experience for you as much as we do for your colleagues, you will earn the loyalty of both colleagues and customers. And soon, without your focus on profits, profits will grow, for you and your business, literally and figuratively.
Enrollment starts now. Tuition is free. But you must attend to learn each of the classes of the two courses or you will fail.
Enroll today. You won’t be sorry. And neither will your customers.
DISCLAIMER: Customer CARE University classes are my posts for either Customer CARE strategies for customer service people or Customer CARE actions for customers. You are always invited to “attend” the classes. Our discussions have been very interactive with open and honest opinions and complaints from some who have disagreed with me. With each interaction, I hope we can agree to disagree or agree. Whether you have the opportunity to “attend” regularly or can only “attend” when you can, I encourage you to remind yourself or your colleagues who interact with customers, when you say, “Let’s be GREAT out there!”
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BILL QUISENG | Deliver the World's Best Customer Experience 