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, your 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.
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BILL QUISENG | Deliver the World's Best Customer Experience 
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