A Pop Culture Guide to Customer Care Training

A Pop Culture Guide to Customer Care Training

Looking for a guide to build your customer care training session off of? Then look no further than the TV in front of you! Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Many of us have sat through these training sessions that involve slide after slide of text heavy information and a droning voice going on and on about what to do and what not to do. However, at TCFCR we think that popular examples of CX from films and television series can be used to illustrate best practices, things to avoid, and missed opportunities. Described below are three examples from various media representations of customer service that highlight what not to do when interacting with a customer. We also share some opportunities where the representative could have adapted and delivered a stellar customer experience.

Customer Care Training Tip #1: Respect the Customer’s Time

Even though this example presents an exaggerated version of a negative customer service interaction, it is not too far off from what some customers experience in real life. First and foremost, in this clip the customer service representative (the sloth) does not value the customer’s time as he is moving extremely slowly and not recognizing that the customer’s time and participation are precious resources! The customer service representative also commits one of the biggest CX sins by interrupting the customer throughout their interaction, something that sends the message that the is neither interested in what the customer has to say or in helping them overall. On the flip side however, the sloth does cooperate in helping the customer by performing the necessary tasks and looking up the information that the customer is requesting. Overall, if this rep was able to move a bit quicker and avoid interrupting their customer, they would be capable of delivering exceptional customer service. Customer care training sessions could use this example to show reps (in a playful/light hearted way) how rude it can come across to customers when they think their time is not being valued.

Customer Care Training Tip #2: Own up to Mistakes and Apologize to the Customer

Moving on to a more realistic customer service example, this representative displays some of the worst practices possible in the world of CX. When greeted by the customer, this representative immediately tells them “No,” in stating that despite their reservation, she will be unable to honor it and render the service/product that was expected. Additionally, when further interacting with the customer in order to find a solution to the issue, this representative begins to get defensive and argumentative with the customer, something that NO rep should EVER do. Not only is this actively insulting/demeaning to the customer, it also reflects negatively on the company overall and shows how little the representative cares to honor the company’s image and uphold their standards. This example can be used in any customer care training session to not only show what behaviors representatives should avoid, but also the opportunities where they can excel. One thing that this representative could have done to alleviate some of the customer’s anger, would be to apologize immediately for the mix up, and surprise the customer in a good way by offering a discounted or free service to make up for the missing one. Overall, this clip can teach customer service professionals behaviors that they should always avoid, and showcase a missed opportunity where the customer could have been ‘won back.’

Customer Care Training Tip #3: One Size DOES NOT Fit All

Despite the overall short length of this clip, it showcases a common approach that many customer service representatives take when dealing with customers…a dated approach that no longer works in today’s CX environment. Each and every customer that a rep interacts with to complain, request information, ask a question, etc. presents an opportunity for the representative to adapt and alter their strategy to help the customer in the most individualized way possible. In this clip, the customer service representative is simply reading from the same script over and over and delivering the same generic response to each person that is calling in with a complaint. While this strategy may not lead to any problems or upset any of the callers, as they can’t be positive that the rep is using the same approach with others, it shows the lack of determination that the rep has to perform to the best of their ability in the position. Each and every call that this representative is receiving represents an opportunity to try a new approach and deliver the best possible experience for the customer. Each customer is calling in with a different scenario, and therefore deserves an individualized response and not the cookie cutter/textbook approach. Every customer care training session should be emphasizing the point that each customer interaction is different and deserves individualized attention in order to guarantee positive performance.

These three examples represent some of the easiest mistakes for customer service representatives to avoid. When training your staff or teaching them how to interact with customers, consider teaching them through a visual as they will be much more likely to remember the slow sloth, argumentative woman, or cookie cutter call center approach, than the text appearing on the slides before them.


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Comments (2)

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  1. Ellen Dolgin says:

    Each clip engages and is just long enough for people to keep the talking point or teachable moment at the ready.
    I ESP enjoyed the order of the chosen clips and the range of genres.

    • Thanks for the constructive feedback! Glad to hear you enjoyed it. We thought long and hard about clip length and the type of clips chosen, so we are happy that you saw it work out for the best!