Creating Customer Service Training Videos to Onboard New Recruits


Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos.

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!

29 Customer Service Training and Coaching Tips


If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver.

3 Ways to Add Magic to your Customer Service Training

Experience Investigators by 360Connext

What do customers talk about after interacting with your company? Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. Most likely, one of two things happens.

Customer Service Training: When you’re done… you’re not done!


As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained.

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


Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service

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Customer service training, or service education. What’s the difference?

Up Your Service

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ?

The Critical Role Of Customer Service Training In Successful Customer Engagement

Magellan Solutions

To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training.

How to Pick the Right Customer Service Training Software

CSM Magazine

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution.

Leadership Sets the Tone of the Culture


As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. When leadership complains about customers, it gives permission for employees to do the same.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2

Peter Lavers

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. 7 Customer – Support Confrontation.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 1

Peter Lavers

No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers.

Essentials Of Internal Customer Service: Training And Inspiring Employees To Serve Their Colleagues

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? The “what”: Internal customer service is when we provide customer service to the people we work with, helping them to do their best to serve external customers and promote the interests of our company.

VIDEO – Customer Service Training 101: How to Build a World-Class Program

Michel Falcon Experience

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. Customer Service

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


When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.

The dPop Culture: How a Facilities Design Company Impacts Client Relationships

Who's Your Gladys?

When customers walk through your doors can they tell exactly what your company culture is all about? Customer Service client relationships Customer Service Articles customer service training dpop melissa price quicken loans

Be Like Disney: Best Customer Service Training Ideas


Poor customer experience is more expensive than we think. And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand.

Set a customer service culture with three steps to welcome


Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. Your Service.

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Customer Service Articles customer service training

Create a customer service culture to stand out in the crowd


When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore.

Five Reasons Your Company May Fail at Customer Service


Customer Service Culture. There are a number of reasons that companies fail at customer service. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it looks like and what you want the customer to experience.

Customer Service May Not Be Your First Priority, and That’s Okay


The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority. That’s where the culture begins.

Yes is More Than an Answer. It’s an Attitude!


Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. Then, through training, give employees examples that show them how far they can go.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week


National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In customer service, there are so many ways to do things right.

What Makes Good Customer Service


National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”

Are You Focused on What Matters Most to Your Customers?

Integrity Solutions

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature.

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No Toilet Paper – Is Customer Service Getting Worse?


Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. That could be a sign of bad training.

Create Your Customer Service Mantra


Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Guest Blog: Good Customer Service Is More than Good PR


Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us.

5 Top Customer Service Articles for the Week of September 11, 2017


Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

Customer Service and CX Lessons from Three Iconic Brands


I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

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A Doctor’s Prescription for Good Customer Service


This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

Myra Golden’s Customer Service eLearning Training

Myra Golden

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.

How to Improve Your CX Function Through Coaching


Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. Ways to Build a Coaching Culture. Embrace Training.

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Customer Engagement With A Human Touch Is A Powerful Thing

Integrity Solutions

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement.

5 Top Customer Service Articles For the Week of April 24, 2017


Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

Grading customer service excellence


One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B”

Create a customer service culture to stand out in the crowd


When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.

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Customer Service Culture Stimuli: 10+ Ways To Kickstart Company Success)

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. ” Building and nurturing your customer service culture should be the foundation that supports and sustains superior customer service. It’s the bedrock upon which a properly designed and focused customer experience should rest.

Best Customer Service and Experience Articles, Videos, & Podcasts


Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

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