Cross training. It’s a term that’s become popular in the health and fitness world, but it originated in the business world. There is some similarity though—cross training can make your business healthier and more fit.
Cross-training involves teaching an employee who was hired to perform one job function the skills required to perform other job functions, according to Inc. magazine’s encyclopedia of business terms.
While you can cross-train your employees across many lines, customer support is perhaps the most vital focus if you want to create an Amazon-like culture of winning with customers.
Think about the big picture. Good customer service is a quasi marketing tool that can drive extreme loyalty. Customers are actively engaging in word-of-mouth marketing over social media channels in the same way news is propagating in near real-time via Twitter. And listening, truly listening, to what your customers are saying can help you retain even the most disgruntled customers—and attract brand new ones.