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Free Soft Skills Training: Best Practices: Customer Service Representatives

Myra Golden Media

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

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How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.

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What Every Customer Service Representative Should Know About Helping Customers

LiveChat

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s marketing message. I’ve round up a couple of tips and best practices customer service representative should know when working in support or sales.

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6 Habits of Highly Successful Customer Service Representatives

CSM Magazine

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. He believes that if you keep your employees happy, they will, in turn, take care of your customers. Customers want to talk to a real person so refrain from sounding too rehearsed.

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A knowledgeable, well-trained, professional customer service representative is worth their weight in CX gold!

Innovative CX

I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations.

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When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden Media

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. Matching the customer word for word, Beverly spit out, “B$#&@, no we won’t!” I was glad Beverly got this customer and not me. The customer punched Beverly!

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Create a training plan that helps customer service representatives succeed

Service Untitled

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization. Why then, are service people often treated as among the lowest paid in many organizations?

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Guest Blog: The Power of Training in Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Most of us go through training when we start a new job, learning the systems, tools and processes we need to accomplish our day-to-day responsibilities.

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What it takes to succeed as a customer service representative

Service Untitled

The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks. Most of us as consumers can probably remember some unfortunate experiences we have had with customer service agents who have lacked the ability to deal with stress and were easily excitable.

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Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions. They’re your front line for your customers.

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When a customer service representative is limited to talk time

Service Untitled

Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment. Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time.

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Training Solutions That Can Improve Your Customer Service Management Style

CSM Magazine

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment.

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“That’s Not My Department” and 10 Other Phrases Customers Hate

ShepHyken

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait.

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Call center training time comes down with these 7 technologies

TechSee

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. The post Call center training time comes down with these 7 technologies appeared first on TechSee.

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Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence. My wife and I were on the phone with our bank.

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3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use

Playvox

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders.

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Why Must I Repeat Myself Again and Again?

ShepHyken

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?”.

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20 Customer Service Training Ideas and Activities for Busy Teams

Comm100

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. Planning activities can take a lot of time that your training instructor might not have to spare. Take a load off and use the following activities when planning your next training day or session. This activity is adapted from 10 Customer Service Activities To Supercharge Your Team.

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The Complete Customer Service Training Guide

ProProfs Chat

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. One-Time Training.

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How to Train Your Customer Service Staff to Talk About Sustainability

CSM Magazine

Although the skills needed to create engaging and valuable experiences are the same, the reasons why people contact customer service have changed a lot in recent years. It’s yet another task for a department that already has to deal with a lot – including unhappy or confused customers.

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Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?

Tricia Morris

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. In addition, the survey also shows customer service as one of departments with the lowest job satisfaction ratings and highest percentage of hostile employees.

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Effectively Train and Equip Your Customer Service Team for Success

Return Customer

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

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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. And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within.

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2016 Customer Service Trends: The Rise of Service Talent

Tricia Morris

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1.

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Service Untitled» Blog Archive » Working on customer service skills

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

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Learn What The Customers Expect – Shweta Jha, Manager Of Customer Experience, Training & Quality, Ferns N Petals

Customer Guru

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience. In every role that she has played, her focus has always been on optimizing the customer’s experience.

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3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. Be honest with yourself: How confident are you, really, with your current level of customer service?

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Service Untitled» Blog Archive » Employing company vision in.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

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How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

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Service Untitled» Blog Archive » Help customer focus with the.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

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Winner! Winner! Chicken Dinner!

ShepHyken

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Then there is the solution or resolution to the customer’s issue.

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Service Untitled» Blog Archive » Help your customer service staff.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

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Service Untitled» Blog Archive » Customer service technology can.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service technology can monitor your emotions Cheryl May 27, 2010 Customer Service , Proactive No Comments Just imagine being a customer service representative and having the ability to read and monitor a customer’s emotions so you know exactly what to say and when to say it.

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The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Myra Golden

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

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The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Myra Golden

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

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The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings.

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Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. That means lower agent effort and higher overall satisfaction for both the agent and the customer.

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4 Little Changes That’ll Make a Big Difference With Your Customer Service Team

Stella Connect

Customer service is a major driver of customer experience, customer loyalty, and long-term business success. That’s why investing in customer service is essential to improving customer outcomes.

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The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings.

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6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

Myra Golden

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor. How this works with a difficult customer.

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