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.

Strativity Touches Down in Australia with Pareto Fundraising JMA Course


The post Strativity Touches Down in Australia with Pareto Fundraising JMA Course appeared first on Strativity. Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week. The Touchpoint Dashboard touch-down was recorded for posterity in this Australian recreation of the Beatles’ Abbey Road album cover, shot in picturesque Glebe, Sydney.

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.

Digital Marketing Courses in Edmonton, AB - Frank Reactions

Tema Frank

Digital Marketing April 3, 2014 Full-day course at MacEwan University, co-taught by digital marketing expert, Tema Frank, and brand marketing expert, Sharon Bell You need digital and social media to play an effective role in your marketing and communication … Continue Reading → The post Digital Marketing Courses in Edmonton, AB appeared first on Frank Reactions.

This is How You Communicate Empathy to Customers

Myra Golden

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.

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13 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden

Customer Service Training customer service videos Call Center Short Videos Contact Center Short Videos Customer Experience Training Customer Service YouTube Videos Free Customer Service Videos Myra Golden Online CoursesMyra Golden’s Customer Service Video Library.

Strativity Touches Down in Australia with Pareto Fundraising JMA Course

Touchpoint Dashboard

The post Strativity Touches Down in Australia with Pareto Fundraising JMA Course appeared first on Touchpoint Dashboard. Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week.

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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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

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.

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.

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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Reduce Repetition with an Omnichannel Customer Experience


One twin can switch between different channels in the course of his interaction, whenever needed to, the other one – not so much.

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!

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett


This is not to say that NPS has no value, of course it does, but more as a kind of quick barometric reading giving an assessment of how an organisation is doing in relation to its customers, rather than anything deeper. I’m not of course suggesting NPS should be discarded.

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.

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.

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.

How to Keep Your Customers Coming Back


You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? What will set you apart and build brand loyalty, however, is your customer support. Why does brand loyalty matter?

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 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?

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


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.

CX Institute eLearning Module Teasers

Experience Matters

We just created these teaser videos to provide a sense of what’s in each course… eLearning Module: Customer Experience Foundations This interactive online course is meant for just about everyone in your organization, from front-line supervisors to senior executives.

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.

This Is What You Say When a Customer Cusses At You

Myra Golden

These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. I cuss. A lot. But never have I dared to cuss at a person in a customer service role.

Delivering Bad News to a Customer

Myra Golden

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! This course outlines a simple four-step approach that can be used in a variety of customer service settings.

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?

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

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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Average Talk Time: The Little Metric with Big Insights


Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion. Don’t be afraid to course correct as you get more data, don’t forget to tell your agents why when you make adjustments to their targets.

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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Ever Considered Adding a Live Chat to Your Digital Classroom?

ProProfs Chat

The digital model, on the other hand, is convenient and a participant can learn any course online, sitting in their pajamas and munching snacks. The increasing popularity of digital classrooms is a good enough reason to smile for online course makers, however, it’s only a tip of the iceberg.