Stop Training for the Sake of Training: What Do You Want Your Team to Know, Feel, and Do?

Have you ever sat through a training session and wondered, "What's the point of all this?" You're not alone. As customer service professionals, we're often bombarded with training that feels more like a checkbox exercise than a genuine opportunity for growth. But what if I told you there's a simple formula that can transform your training approach and actually drive real change in your team?

Let's dive into the secret sauce of effective training - a method I've used countless times to create impactful learning experiences that stick.

The Power of Know, Feel, Do

Before you even think about content or delivery, there's one crucial step you need to take. Ask yourself this powerful question: "What do I want my team to know, feel, and do by the end of this training?" This simple framework cuts through the noise and focuses your efforts on what truly matters.

Know: The Brain Work

This is where we lay the foundation. What are the core takeaways your team absolutely must walk away with? Maybe it's:

• Understanding how to confidently close a call
• Recognizing the psychology behind customer escalations
• Knowing the right words to use in tense conversations

Remember, the goal isn't to teach everything - it's to teach what matters most. Be ruthless about focus. What knowledge will make the biggest impact on your team's performance?

Feel: The Heart of Great Training

Here's where many training programs fall short. It's not enough for your team to feel informed - you want them to feel:

• Confident under pressure
• Supported in their growth
• Capable of handling even the most difficult conversations

When people feel seen and empowered, they show up differently. They bring their best selves to every customer interaction. How can your training tap into these emotions?

Do: The Gold Standard

At the end of the day, behavior change is what we're after. What specific actions do you want your team to take after the training? For example:

• Closing long calls in half the time
• Holding their ground without escalating
• Staying calm when customers aren't

The 'know' and 'feel' only matter if they lead to action. What tangible differences do you want to see in your team's performance?

Putting It Into Practice

Now that you understand the framework, how can you apply it? Here are some practical tips:

• Start with the end in mind: Before you plan any training, sit down and clearly define what you want your team to know, feel, and do by the end.
• Be specific: Vague goals lead to vague results. The more precise you can be about your desired outcomes, the easier it will be to design training that achieves them.
• Align with business objectives: Ensure that your 'know, feel, do' goals tie directly to your organization's customer service goals.
• Communicate clearly: Share these objectives with your team at the start of the training. When they understand the 'why' behind the training, they're more likely to engage fully.
• Measure results: Use your 'know, feel, do' objectives as benchmarks to assess the effectiveness of your training.

The Ripple Effect of Intentional Training

When you approach training with this level of clarity and intention, you'll start to see a ripple effect across your team and customer interactions:

• Team members feel more confident and empowered
• Customer interactions become more positive and efficient
• Escalations decrease as your team handles challenging situations more effectively
• Overall customer satisfaction improves

Remember, great training isn't about the quantity of information you provide - it's about the quality of change you inspire.

Your Challenge: Reimagine Your Next Training

Here's my challenge to you: Before your next team meeting, training session, or onboarding refresh, take a moment to apply the 'know, feel, do' framework. Ask yourself:

• What do I want my team to know by the end of this?
• How do I want them to feel?
• What specific actions do I want them to do differently?

You might be surprised at how this simple exercise brings new intention, simplicity, and results to everything you teach.

Remember, in the world of customer service, every interaction counts. By focusing your training on clear, actionable outcomes, you're not just improving your team's skills - you're elevating the entire customer experience.

So, are you ready to transform your training approach? Your team - and your customers - will thank you for it.

And if you’d like a partner in getting it done…

If building out a training experience still feels overwhelming…
If your calendar is already stretched thin…
Or if you simply want a polished, professional video your team can watch again and again—

Let me do the work for you.

My 30-Minute Custom Video Training is designed around your goals and built using this exact KFD method. I script it, film it, and bring it to life—so your team gets high-impact learning with zero stress on your end.

🎥 Start Your Custom Video Training

Let’s train with intention. Let’s make it stick.