Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. Unfortunately, there was no meeting room where I could sit down for training sessions , or 24/7 mentors who can walk me through the topics in my onboarding sheet.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. And don’t think customers won’t notice.

Culture 154

Culture Hotels Customer Service Training Training 154

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

Magellan Solutions

MAY 25, 2018

To keep the customers satisfied, you must first create a great corporate culture. And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. How would you this?

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 109

Culture Customer Centricity Sports Customer Service Training 109

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. 7 Customer – Support Confrontation. Here are the remaining four! #5 5 True or False Quiz. 8 Positive Behaviour Promotion.

Customer Service Training 74

Customer Service Training Training Customer Service Groups 74

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. 3 Fake Customer Communication. However, not all of them use these funds effectively. Jason Grills.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

CSM Magazine

NOVEMBER 1, 2018

It is therefore important for all businesses to ensure that customer service training equips teams with the tools, skills and competencies to consistently delight customers. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

Michel Falcon Experience

AUGUST 8, 2016

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. What Learning Management Software (LMS) to use. Comment on the video.

Customer Service Training 60

Customer Service Training Video Training Customer Service 60

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Don’t let training fade out.

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Training Culture Customer Service Training Customers 213

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Customer Service Training 40

Customer Service Training Training Customer Service Culture 40

Vonage

NOVEMBER 24, 2016

Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! My name is Ron.”

Culture 120

Culture Customer Service Entertainment Hospitality 120

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

MARCH 2, 2022

Learning and development professionals in the customer service and retail industry are experiencing an evolution in how they engage their employees in ongoing job training. This allows employees to interact with the training material in a safe and engaging environment that helps them to practice critical skills on demand.

Training 52

Training Retail Customer Service Culture 52

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. As mentioned, for us it’s customer service. The point is we all share a story. Because it works! How do you end it?

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Meeting Customer Service Exercises Customer Service Training 141

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. The Zenarate AI Coach platform is purpose built to develop outstanding customer service and sales agents.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, we’ll just refer to him as Bob.

Leadership 122

Leadership Culture Customer Service Training Training 122

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? email, chat, web).

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service? Key learning point for customer service excellence.

Customer Service 186

Customer Service Tourism Government Culture 186

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients.

Customer Service 145

Customer Service Leadership Training Customer Service Training 145

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Vonage

OCTOBER 2, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service? They deserve customer service excellence.

Customer Service 186

Customer Service Tourism Government Culture 186

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

AUGUST 7, 2019

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. What’s Your Training Schedule? Josh Linkner) Professional athletes achieve at the highest levels by spending 90% of their time training and 10% of their time performing. Here are my top five picks from last week.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65