15 Top Customer Service Training Courses for Your Agents (Half Are Free)


We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose.

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Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed


How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond.

Trending Sources

It’s More of a Customer Obstacle Course than a Journey


Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control.

A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments


Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat.

Upcoming Courses & Conferences About Customer Experience & Metrics - Frank Reactions

Tema Frank

Metrics Madness 1/2 Day Intensive Course. The Marketing Research & Intelligence Association has invited me to teach this course on digital media measurement tools and techniques in Toronto on April 8, 2016. And me, of course!).

Customer Experience Excellence Course


Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training

Charting Your Customer Loyalty Course


If we choose the wrong technology, fail to allocate the proper resources, and ignore how the technology and people interface with our processes, we will end up horribly off course

Cyber Monday Sale -50% Off!

Myra Golden

Myra Golden Full Access is an exclusive membership program that gives your entire organization a full year of unlimited access to Myra’s live webinar series, library of on-demand training courses, customer service eLearning suite and training kits – at one flat rate.

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Charting Your Customer Loyalty Course


If we choose the wrong technology, fail to allocate the proper resources, and ignore how the technology and people interface with our processes, we will end up horribly off course Every organization should have a clear picture of the attitude of their audience(s) toward their organization, and the satisfaction of mutual transaction points, as well as insights into where improvements could be made to positively improve that attitude and satisfaction.

How Negative Customer Feedback is Good for Your Business (No, Really!)

Happy or Not

Of course not, but the good thing about it, is that it can be turned into opportunities to improve your business processes and make your customers happier! Criticism or negative feedback isn’t the nicest thing to deal with in a business, right?

A Quick Course in Relationships: The 4 Dimensions of Customer Effort

Customer Interactions

With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive.

Learn What This Person Did to Get a $20 Tip for a Cup of Espresso

Steve DiGioia

But what do you do when a person that is a guest at our property for a wedding asks his waiter for a cup of coffee, espresso to be exact, just as she places the first course salad in front of them? Dessert and coffee aren’t planned until 3 courses later.

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This Week in CX – October 23


A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! 6 Common Mistakes in Customer Satisfaction Surveys A basic overview of what really differentiates a great customer satisfaction survey from one that is not so great. Why Customer Gratitude Trumps Loyalty As. View Article

This is Why Cheerleaders Give the Best Customer Service

Steve DiGioia

Now, of course I don’t mean to hire a bunch of teenagers to cheer on your customers but why can’t we ensure that every person leaving our business is aware of how much we appreciate them and their willingness to do business with us? get your pom-poms out!

7 Ways Brands Profit From Customer Experience Management Programs

ICC Decision Services

Managing the customer experience has obvious benefits , of course. Why do leading brands manage their customer experience? Why the mystery shops, customer satisfaction surveys, and in-store customer interviews? Forget “It’s nice to know how we’re doing.”

Why The World is NOT Full of Guys

Steve DiGioia

Over the course of my training career I have constantly said “words have meaning”. please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Of course you have, it has happened to many of us. that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”?

The 8 Remarkable Traits of Leadership

Steve DiGioia

Of course not. What makes a leader? Is it making great speeches or bossing others around? This original article was written by Steve DiGioia. Leadership. We all wish that others thought of us as a leader.

How the IoT transformed my jogging experience

Customer Interactions

This is, of course, a pre-run psychological effect, but recently I have felt it even more I often find that the toughest part of my run is the 5 minutes at home before I leave.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

What Southwest did was good humanity, of course, but it was also great customer experience. About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do?

Lessons From Leaders At Brands Where CX Is Working


His company emphasizes sales, of course, but more, they truly focus on the ownership experience so that ride after ride, and year after year, the experience stays fresh in customers’ minds.

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Do you know the lifetime value of your customer?


So, assuming that with each move they shop at a new grocery store, one family is worth about $35,000 over the course of seven years. Of course not! I read a surprising statistic recently.

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Predictions 2018: IoT Will Move From Experimentation To Business Scale

Forrester's Customer Insights

At a technical level, IoT encompasses those two elements as well analytics, sophisticated management and monitoring, and of course pervasive […]. The term IoT can be confusing, and depending on who you talk to they might choose to focus on one element like connectivity or another. At Forrester we believe IoT extends beyond devices and connectivity.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

One of my proudest moments as a facilitator was later in that same workshop, after I’d course-corrected by donning my trusty T-Rex arms. Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Back to School: Customer Experience 101

Andrew Mcfarland

In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives

Can Great Customer Service Make Shopping Fun?

Steve DiGioia

As my eyes scanned the store I saw suit after suit that I liked but of course I thought they would be too expensive for my tastes. Mike scanned my shape and picked out a suit that he thought would fit, of course he was right. isn't that what customer service is all about?

Coaching for Better Sales Performance

Customer Interactions

Of course, there’s nothing wrong with keeping score and providing encouragement. Sales managers often dedicate a tremendous amount of time to tracking sales performance data and motivating their team. But these activities may not be as valuable as sales managers think they are

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3 Ways Retailers Can Still Win Holiday 2015

ICC Decision Services

Of course, that predication came true. Before the holiday 2015 shopping season officially kicked off late last month, one truth was already universally acknowledged: Shoppers were going to spend more on e-commerce channels than in 2014.

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Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Of course, I’d be remiss if I didn’t mention that attending one of our open enrollment workshops is also a great way to combat that feeling of being overwhelmed.

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Customer Journey Mapping Workshop in November!

Kerry Bodine

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Preparing Employees to Deliver a Great Customer Experience

CX Journey

And it serves as a guide to help choose future courses of action. Corporate Vision : Your corporate vision not only outlines what the company is trying to achieve but also guides decision-making processes and the resultant course of action.

Customer Service Professional Development – Resources To Help You Learn & Grow


LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow. Specialized Training Courses. ITSM – IT Service Management courses.

A surefire concept for overcoming negativity in the workplace

Customer Bliss

Let them show those skill sets — and if they mess up or do something off-brand or not customer-aligned, course correct with them. They won’t always be perfect — and when they’re off-base, course correct with them. Negativity in the workplace is brutal.

Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Forrester's Customer Insights

Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors.

Accelerating profitable growth: How to tip the scales in your favor

Waypoint Group

Of course there […]. I’m going to get a bit snarky. Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating profitable growth is through customer loyalty.

The Vendor Experience: Why You Should Want More


If this describes your organization, the best course of action may be to conduct a Total Cost of Ownership analysis to truly understand both the hard and soft costs of your vendor relationship. Providing the best customer experience possible is at the top of every company’s priority list.

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The Journey to a Great Customer Service Experience

CX Journey

I define customer experience as (a) the sum of all the interactions that a customer has with a company over the course of the relationship lifecycle and (b) the customer's feelings, emotions, and perceptions of the brand over the course of those interactions.

What Does Your Brand Stand For? No, Really.

Kerry Bodine

Of course, these made-up slogans are funny because—on some level—they’re true. Have you seen the website Honest Slogans ? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy : Try it out before buying it on Amazon. Gillette : We’re just going to keep adding more blades. WebMD: Convince yourself that you have a terminal illness.

CX process mapping: Kill a stupid rule

Customer Bliss

This varies by company, of course, but let me give you a couple of examples: “All documents must reside in X-place before they can be weighed in on:” It’s good to have a central repository and version control, of course.


News & Customer Experience

Of course, the more powerful is the one who “screams” these words in your company, the more powerful and devastating is the attack against the Customer Experience.