Do Training and Development Professionals Need a Customer Bill of Rights?

Like many of my colleagues, I have taken advantage of the quarantine to improve my skills. I've signed up for several certification courses, numerous free webinars, and, in one burst of enthusiasm, simultaneously attended three four-day virtual conferences. Participating in all these training activities has given me much satisfaction while exposing me to some great trainers and training organizations.

And then there was a recent encounter with a "training" provider. Three-and-a-half months ago, I signed up for an online certification program. The program had a special introductory rate and then eight months of no-interest payments with the usual 30-days or your money-back offer. Long story short: After two months of going through a few lessons, I felt that the course didn't meet my needs and expectations.

I contacted the provider and asked to cancel the rest of the payments. I offered to let them keep the three-monthly payments for their time and trouble. The response quickly came from the owner of the company and was severe.

I was told that I had passed the 30-days money-back guarantee, and I owed them the rest of the money. They will collect their money the president wrote and, if I dared dispute their decision, they would charge me an extra $15 for every remaining monthly payment and "applicable attorney fees." "I don't care if you complete the program or not," wrote the company president.

Legally, he had me. I paid the remaining amount owed. It was an expensive lesson in caveat emptor ("buyer beware"). After I made the payment, I thought about my business practices with my training and development consultancy, BAS2A. Did I also want to treat my customers the same way? Is caveat emptor a good customer service philosophy for training and development professionals?

No. I could not reconcile caveat emptor with my training approach based on helping people reach their potential through my servant leadership skills, brain-based coaching approach, and advancing the art of positive organizational development. I want to succeed and make a good living with my skills. And I can do so by providing a transformative learning experience for my clients.

I created a "Customer Bill of Rights" (CBR) and prominently display it on the BAS2A website. Before I wrote the BAS2A CBR, I searched for examples of training and development CBRs. I found none. I broadened my search to CBRs in general. I found a few, including a great example from Macy's.

Thankfully, my bad experience was rare. Most other training providers have excellent customer service and are eager to give a great learning experience. Perhaps a CBR is unnecessary for our customers. Maybe. But I think the CBR's real value is to remind me of the promises I have made to my customers. And if I leave a few dollars on the table but stay true to my values, it's worth it.

BAS2A - CUSTOMER BILL OF RIGHTS

YOU ARE WELCOME HERE.

BAS2A believes that everyone who interacts with us should be treated with dignity, respect, and kindness. We will make you feel welcome…no matter your race, color, religion, sexual orientation, gender identity, age, disability, citizenship, ancestry, appearance, or any other personal or physical characteristics that make you who you are.

WE ARE COMMITTED TO YOU.

Any BAS2A employee who either engages in or fails to report discrimination violates our policies by not reflecting our values or our commitment to make you feel welcome. This is unacceptable to us, and we will act - including termination of employment where warranted.

WE RESPECT YOU AND WANT TO HELP YOU.

You are part of the BAS2A community, and we respect your rights. BAS2A was founded on the principles of advancing people’s potential through learning and development. All BAS2A employees are servant leaders and are dedicated to helping you realize your potential. We have rigorous standards in our training, and we will challenge you to be your best. All that we do is for your benefit.

WE WANT TO WORK WITH YOU TO RESOLVE PROBLEMS IN A RESPECTFUL MANNER AND STRIVE FOR AN EQUITABLE SOLUTION FOR YOU AND BAS2A.

We assume positive intent in all interactions with you. Life happens, and our business practices are designed to create a positive and supportive environment for you while allowing BAS2A to grow and provide a positive employee experience.

We realize that sometimes, despite our best efforts, our training and development products and services may not fully meet your needs. We want you to be satisfied with BAS2A’s offerings and offer a no-questions-asked, moneyback guarantee on books and similar items if you are not completely satisfied with the product. We offer a no-questions-asked, moneyback guarantee for our training courses if you complete 50% or less of the course and find that the course doesn’t meet your needs.

We also expect that you will treat BAS2A employees with respect and work collaboratively to develop a satisfactory solution for both you and BAS2A. BAS2A will treat you with dignity, respect, and kindness, and we expect the same from our customers and partners.

WE THANK YOU.

We thank you for choosing to learn with us and appreciate the opportunity to serve you. You are welcome here.