Bill Quiseng
OCTOBER 26, 2020
Re-orient your Associates to the delivery of the customer experience in what is now the “not-so-new-normal” In the first weeks of the pandemic, you were focused on introducing all the new protocols. Over the last few months, your associates consistently follow the safety guidelines, from temp checks to facemasks.
ShepHyken
OCTOBER 22, 2021
These fundamentals drive behavior inside an organization: If all staff know these guidelines well, their actions match precisely what you want your company’s culture to stand for. . Know Your Customer Avatar. Empower Your Service Team. A customer experience strategy is not a one-time occurrence. Conclusion .
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Stella Connect
SEPTEMBER 16, 2021
That’s why creating an effective agent performance scorecard designed to evaluate and uncover opportunities to improve customer service agent performance is an important part of any quality assurance program and customer service training program. Define any customer service terms referenced within your card.
Stella Connect
JANUARY 4, 2022
Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Make coaching sessions 1:1, always. Keep it simple.
Comm100
NOVEMBER 3, 2017
Usually: Casual training is implemented by companies entering the coordination stage of social maturity. It often revolves around established social media policies, adding color, and bringing to life the published guidelines. Casual training is a good tool for spreading awareness of those policies throughout an organization.
CSM Magazine
MARCH 4, 2020
Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service. Invest in a Proper CSM System.
Stella Connect
APRIL 17, 2018
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. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Keep your coaching session simple.
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