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.

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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.

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.

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.

Tips 116

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.

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

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.

B2C 105

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.

Course 102

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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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!

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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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.

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.

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.

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.

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.

Your plan for growth in 2017


Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. Of course you want your current analytics team to be contributing so you can maximize what you already know and socialize it across the company. Current State.

Is Investing In Customer Experience Really Worth It?


Of course, and not just for that meal but for the future too. This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction.

How To Map Long, Amorphous Journeys

Kerry Bodine

The problem is that journeys like this take place over the course of years—or even decades—and customers’ memories are short. Of course, you’ll want to validate with customers what they think the start and end points are. In my last post , I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.”

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

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.

Tips 80

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.

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.

Mobile operator Giff Gaff makes big gaffe by hiking roaming charges

Helen Dewdney

Charges are incurred for making calls, receiving a voicemail, picking it up, sending and receiving SMS text messages and pictures and, of course, using the Internet and downloading or streaming. Dewdney warns “Of course there are also the customers who won’t realise and will end up paying over the odds too.”. Press release.