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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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
Consider the three below as entry points as you get more detail in creating a training program that works: Set up documentation. Don’t let training fade out. Set up documentation. As a customer support professional, it’s impossible to overstate the importance of good documentation. Provide role clarity.
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? Instead, put together a cross-functional “Service Team” to spearhead the initiative and create the first draft.
ShepHyken
SEPTEMBER 18, 2019
Document those examples for others to follow. Train by citing examples of actual interactions between employees and customers. By the way, if someone crosses the line and doesn’t say no when they should, that is a great training opportunity as well. For information, contact 314-692-2200 or www.hyken.com.
CSM Magazine
JANUARY 19, 2023
Develop Onboarding Documents & Procedures Onboarding documents provide clear guidance for every stage of your onboarding process. Furthermore, creating detailed onboarding documents ensures that new candidates are aware of what’s expected of them. There are many platforms you can use to train candidates.
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.
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