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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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.

Trending Sources

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!).

Marketing Courses in Edmonton This Spring - Frank Reactions

Tema Frank

Here are a few marketing courses coming up that might interest you. Digital Marketing April 3, 2014 – Full-day course at MacEwan University, co-taught by Tema Frank & Sharon Bell … Continue Reading → The post Marketing Courses in Edmonton This Spring appeared first on Frank Reactions. Things are getting busy on the speaking and teaching front.

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.

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.”

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.

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.

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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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!

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?

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.

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.

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.

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.

Forgotten Facts & Fantasies of Customer Delight


Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art. ” And then, of course, I got the traditional apology for being kept waiting.

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What’s the State of Work-at-Home in Customer Care in 2017?


Did WAH move from something to be avoided to something to be embraced over the course of just a few years? About five years ago, we entered a discussion with a prospective client.

The Winning Formula For Retail Stores In 5 Simple Letters

ICC Decision Services

There are of course exceptions. To master CX, the whole is greater than the sum of the parts. In our latest guest post, our colleague Chris Petersen explores commonalities of world-class customer centric organizations and what it takes to be considered among them.

3 Ways to Win Big When Customers Are Furious


Of course there are exceptions to this rule, and some people are just plain nasty. Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry.

You Hired Great, But You STILL Micromanage Them?

Steve DiGioia

Of course not. you gotta be kidding, right? This original article was written by Steve DiGioia. There are countless websites that tout the benefits and importance of “ hiring right “ Hire for attitude then train for the skills, is talked about. Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture.

Which Map Is That: Selecting the Right Customer Journey Map


Of course this makes […]. I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Customer Journey Mapping

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017


Additionally, analytics allow managers to give more comprehensive feedback so employees are either validated or can course correct quickly. This time of year, many of us are working to evaluate and solidify our goals for the coming year.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs


Both of these amenities are now par-for-the-course which brings up a point…. But, they’ve yet to decide that purchasing your product or service is the best course of action. This is a guest post from our friends over at FieldBoom.

3 Myths that Prevent You from Understanding Customers


And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous.

A United Airlines Post Mortem Discussion, With Diane Magers – CB48

Customer Bliss

I’ve actually developed this over the course of my career, and I wanted to make it available for download (free, no opt-in required) for any customer leaders in organizations struggling with similar (maybe not at the same scale) issues as United. Episode Overview.

20 Customer Service Training Ideas and Activities for Busy Teams


Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged.

What Makes Great Customer Service Great?

Wired and Dangerous

Lacey gets great service and of course remembered us from our last visit. Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers.

15 Customer Retention Strategies for Long-Term Customer Loyalty


Courses. Read our post, 15 Top Customer Service Training Courses for Your Agents for Comm100 approved resources. Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition.

Give yourself the gift of learning…


We provide a series of courses in a variety of formats to broaden and deepen the knowledge of our practitioners and partners all over the world. Courses are 90 minutes to 2 hours long and are targeted at progressive skills groups. Full list of SuiteCX courses. By Julie St.

Focusing on Customers: Lessons from Medellin


The violence is what made the news, of course, and it was primarily due to the drug trade. I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news.

Addressing the United incident, Part 1

Customer Bliss

It is compelling to note that in its aftermath United’s net profit was down 69% last week. It is still too soon to tell of course what the long term implication of this incident will be to United’s financial condition.