Kayako
MARCH 21, 2018
These videos covered core and advance product features, internal procedures, and customer service best practices that one could watch and learn at their own pace. Training videos as a format may sound like a lot of work for onboarding, but they’re useful since they supplement any existing onboarding documentation you may already have.
Integrity Solutions
SEPTEMBER 28, 2023
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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.
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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.
ShepHyken
SEPTEMBER 18, 2019
Then, through training, give employees examples that show them how far they can go. It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. Document those examples for others to follow.
Integrity Solutions
FEBRUARY 12, 2021
Sure, they know the obvious rules—don’t falsify documents, don’t surf inappropriate websites, don’t share trade secrets. For example, do they know not to speak to customers in a bored or impatient tone? Implementing A Customer Service Strategy. Customer Service Strategy Through The Standards of Behavior.
Vonage
DECEMBER 13, 2018
List eight to twelve principles that make up your philosophy for customer-facing interactions. For example, “When it comes to interacting with customers, there are no ‘not my job’ tasks in our organization."). Double down on customer service training. If this sounds goofy, prepare to risk feeling goofy at first.
Kayako
JUNE 30, 2016
So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. How will you know when you’ve got customer service skills right? I thought this was a fantastic idea.
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