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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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.