Are You Training for a Better Customer Experience?

Here comes part 3 of our mini-series of posts from a conversation between Lessonly’s Conner Burt and Anthony Onesto. In this section of their Google+ Hangout On Air, they discuss the importance of training with regard to customer service. If you are interested in watching their entire chat, click here or watch it below.

Conner:

I’d also like to touch a little bit on where you mentioned how training can correlate to a great customer experience and I think a lot of folks might not necessarily make that leap initially – from training to customer experience – but how would you see the two being connected or correlated in some of the companies that you’ve seen?

Anthony:

I think the best example of this – and I think you would look at it from a customer perspective – you look at the worst experiences that you’ve had and the first industry that comes to my mind is airlines. Airlines literally have the worst customer experience that I’ve ever – and this is my personal opinion and nor are they clients of mine – but it’s just really like, when you think about the customer experience, they just haven’t thought of the training and development.

Safety obviously, is number one importance, but the problem with that is that safety is assumed now, right? We assume that you’re going to be, you know, my favorite thing is when you see these commercials and they say “safety is our first job.” Yeah, we already know that, like we assume that to be the case. You don’t have to state that.

So, when they think about it, it’s very safety-focused, it’s very process-focused, versus customer experience-focused. If you have a problem with an airline, unless it’s in some process document, it’s a bad customer experience and that’s the struggle that the airlines have is trying to meet that “Zappos-like” feel of customer experience.

Zappos is famous for keeping folks on a customer service line for more than the standard 15-20 minutes because they want to order a pizza. It’s a customer experience thing, but they’re also known not to have a strong marketing budget because they use that customer experience as a way to get additional customers through word of mouth. So, airlines are a great example where that customer experience and that training gap is really divided, unfortunately.

And again, if you think about relevancy in that, you can train folks on these things. So, what happens when a customer comes up and their flight is canceled, or every customer has a personal situation, it’s like you can start training. Then you think about every device and access anywhere, you know, those people that are on break can literally have a five-minute training course on great customer experience.

So, the internet and SAAS solutions – like what you guys are doing – are making training more readily available and in real time and I think that’s the key.

If you haven’t already, take a look at how Lessonly helps customer experience teams get up-to-speed and stay there [here].

Image Source: Giphy.

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