Currently browsing "Customer Service Training"
Great customer service sustains great organizations. While customer service training comes in all shapes, the best training programs use multi-media, immersive content and design to convey powerful yet simple concepts. See how great customer service training is done.
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Is Customer Support Incentivized to be Bad?
Have you ever experienced poor customer service or support? Something isn’t right with the product or service you bought. You sigh, steel yourself, and dial up the customer service phone number. Maybe you get lost in a convoluted voice menu. Maybe you get tired of waiting on hold after 10 or 15 minutes (or more). […]
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Automation Rocks, but Not Every Business Needs a Chatbot
In the future, the success of businesses, even small businesses, will increasingly pivot on the adoption of automated solutions such as chatbots. By automating routine tasks, businesses can do more for less and increase their ability to serve customers around the clock. While the benefits of automation are obvious, it is still important for businesses […]
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The High Cost of Poor Customer Service
Poor customer interactions always come at a cost. While losing one customer may not be devastating to an organization, a class action lawsuit for discrimination can be. The challenge is how to avoid situations that can come back to negatively impact an organization. While the art of great customer service is something that can take […]
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Toss Out the Scripts: Customer Service Training
In the past, creating better customer service often involved rewriting scripts. In 2016, there’s a growing recognition that scripts are simply not responsive enough to meet customer demands. In fact, stilted scripts are now viewed with suspicion by many customers. After all, we live in a Web 2.0 world where seemingly everything else is customized […]
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Stepping up to the Plate on Customer Service
Every company wants to be known for excellent customer service (download free customer service ebook), but when it comes down to it, very few can claim they’re truly stellar at it. Each year 24/7 Wall St. publishes the results of a customer service poll to find out which companies deserve to be in the Customer […]
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Customer Service Essentials for Your Summer Staff
Customer service positions—online, on the phone and in person—account for a large percentage of available summer jobs. While customer service positions are often assumed to be ideal for entry-level workers, this is not necessarily the case. Indeed, the assumption that new workers can be easily assigned to customer service positions presumes that customer service positions […]
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How You Can Use Customer Insight to Improve Employee Training
Customer service training: just hearing the phrase sounds dull, outdated and ineffective, yet it’s not optional. Without customer service training you’re leaving yourself open to so many possible problems. With today’s Internet-driven culture, just one bad customer experience can spell disaster for your brand.
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Do Your Customers Need Software Training? If So, Here Are Tips To Make It Work
The Advantages of Customer Training Customer training has many benefits, and with the rise in the availability of e-Learning and learning management systems, it’s more affordable, efficient and simple to deliver training. Customer training can be of particular importance as it pertains to companies selling software solutions. When your software company backs its products with […]
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Outstanding Customer Service—Old and New Approaches
In the mid-twentieth century, sales staff (now more commonly known as “sales associates”) were trained to attend to customers’ individual needs and if required, to take as much time as needed to ensure their customers were finding everything. Is such old-style outstanding customer service really a thing of the past? And if not, how can […]
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How Training Promotes Trust: Part 1
Trust is a pillar of good business. Indeed, building trust is one of the most important engines of business. After all, the decision to purchase a product or service is typically based on the fact that a consumer trusts the company from which he or she is making the purchase. As an example, consider the […]
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Can and Should we Train Employees to Smile?
From time to time, a lone woman stands outside the steps of the New York Public Library’s main branch asking passing pedestrians a single question, “I’m looking for something – can you help me?” Anyone who stops receives the same reply, “I’m looking for the nearest smile!” While the lone woman outside the library appears […]
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Supporting Your Support Personnel
Prepare yourselves, because this is going to be a venting post. Whether you’re in HR, Training, Learning, or some other type of support personnel, this post is for you. I speak from experience, having spent over 20 years of my professional life in various support roles. Far too often, support personnel are expected to continually […]