ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service? John Boccuzzi Jr.

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Customer Service Training Video Training Customer Service 52

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

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Advertising Customer Service Training Interaction Customer Experience 148

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

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Customer Service Training Training Customer Service Management 41

ShepHyken

JANUARY 4, 2019

For one, a good customer service rep must be aware of their company’s missions and values. Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. It is critical for a service rep to be mindful of their tone and tenor at all times.

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Customer Service Training Training Customer Service How To 77

Magellan Solutions

MAY 25, 2018

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. Phases of customer service training.

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Customer Service Training Training Customer Engagement Engagement 70

CSM Magazine

NOVEMBER 1, 2018

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. Course management.

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Customer Service Training Training Software Customer Service 40

Lumoa

NOVEMBER 17, 2022

Some of the trending tools and programs to help you offer outstanding online customer service include: A safe and secure website (with an SSL certificate ). Multiple customer support options. Collecting customer feedback. Customers view personalization as an integral part of their online experience.

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e-support Customer Experience Social Media Chatbots 208

CSM Magazine

AUGUST 23, 2022

Customer Service Defined: Customer service is the support you provide your customers before, during, and after a sale. It’s the processes and steps you provide for every business and individual interacting with your brand. Understanding your customers requires you to listen and ask for feedback.

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Customer Service Management Rewards Programs Social Media 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

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Customer Service Training Exercises Feedback 98

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. How knowledge management helps in improving FCR? Smooth customer interaction.

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First Call Resolution System Self Service Management 78

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

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Strategy Customer Experience How To Customer Journeys 287

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Follow on Twitter: @Hyken.

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Customer Service Training Feedback Groups Customers 150

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Act to improve the change further.

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Strategy Customer Experience How To Effort Score 226

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”.

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Customer Service Customer Service Training Policies Loyalty 123

CSM Magazine

OCTOBER 25, 2023

Ultimately, a welcoming smile, attentive service, and the ability to interact face-to-face with knowledgeable staff can make a world of difference. An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Feedback Collection : Using CRM to gather and act on customer feedback.

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Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

FEBRUARY 18, 2024

For me, customer service is more than support. It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. It’s not a department.

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Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

NOVEMBER 8, 2021

Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy. The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience. Follow on Twitter: @Hyken.

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Customer Service Retail Interaction Hospitality 88

Qualtrics

DECEMBER 14, 2021

One-third of consumers say they would consider switching companies after just one instance of bad customer service , and it takes 12 positive customer experiences to make up for one negative experience, so every interaction needs to be on brand and on-point. Why it’s hard to manage remote teams and employees.

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Management How To Effort Score Interaction 26

Comm100

FEBRUARY 23, 2021

The key here is to make sure that all of your customer interactions take place in a unified platform. No matter what channel your customer connection with you on, your agents know all previous conversation history and can provide personalized and helpful support. Listen to customer feedback. All for free, forever!

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Customer Service Self Service Social Media Knowledge Base 130

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.

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Customer Service Training Training Tips Customer Service 97

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Follow on Twitter: @Hyken.

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Customer Service Training Feedback Groups Customers 73

Stella Connect

SEPTEMBER 16, 2021

According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction. Define any customer service terms referenced within your card.

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Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

DECEMBER 27, 2021

Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you.

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Customer Service Tips Fashion Call Center 71

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Training 40

Training Management Call Center Connections 40

Comm100

NOVEMBER 21, 2017

After all, in the end, the goal is to either create that perfect product or service that does not require a call for support, or if it does, ensuring that the call is handled in a professional and knowledgeable manner. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

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How To Customer Service Training Training eBook 0

Vonage

NOVEMBER 11, 2015

A friend of mine had a complaint about the service, or lack thereof, at a local hotel. He visited the hotel’s website and wrote to the “feedback” email address provided. One week later he got this reply: ‘Dear Mr _, Sorry, but I’m not the PR manager. Align your speed of response to the technology your customers are using.

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Customer Service Hotels Fashion Culture 120

Comm100

JUNE 26, 2018

As Zita Richardson, a partner in a Liverpool-based soft skills consultancy, points out, many organizations today are spending money on skills training without considering that excellent communication skills as well as manners matter. This is often a line manager or someone else within the organization that acts as a coach for the team.

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How To Training Culture Customer Service Training 106

Stella Connect

SEPTEMBER 10, 2021

QA scorecards provide insight into each agent’s strengths and weaknesses, facilitate better training and coaching strategies , and motivate agents to take accountability for their performance. Let’s take a closer look at QA scorecards and why they’re so important for your customer service team.

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Customer Service Effort Score Measurement Interaction 52

Stella Connect

FEBRUARY 2, 2022

It first needs to determine the period of time to capture, so the customer service team’s manager decides to take a year-long view from January to December. Share data-rich feedback to highlight ideal service interactions — whether via email, a Slack message, or during a team meeting.

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Call Center How To Training Customer Service Training 52

Comm100

OCTOBER 25, 2017

These results indicate that there’s a hell of a lot of frustrated customer service workers out there, turning to Google for answers to their questions – who presumably aren’t getting answers from their managers. So – are customers actually rude, stupid or entitled? Or are you a manager working to counter this view?

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Customers Customer Service Ecommerce eBook 313

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. Provide Leadership Training. Invest in a Proper CSM System.

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Leadership Customer Service Strategy How To 59

ViiBE Blog

APRIL 19, 2021

Revise: Follow-up with the customer to ensure their satisfaction with the solution. Look into past customer interactions and see if you can identify a pattern with the same issue. Have a system in place to record feedback every time customers complain. Create training programs built around this feedback.

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Healthcare Case Study Knowledge Base Video 52

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. Be helpful whenever possible and ask for feedback, even if it means going above and beyond what is required of you or what is expected of you.

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Contact Center Customer Service Self Service How To 98

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. It’s become the preferred way to ask questions, relay information, and receive feedback. My Comment: I’m a big fan of using social media to enhance the customer experience.

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Customer Service Social Media Tips Multi-Channel 88

ProProfs Chat

JANUARY 31, 2018

The quality of customer experience a business provides generally goes a long way towards determining how successful that business is. A major reason as to why companies invest so heavily in things like customer service training programmes, and why they put so much effort into handling feedback, queries, and complaints.

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Customer Service Customer Service Training Social Media Customers 98

CSM Magazine

MARCH 2, 2022

Hours of sitting through slide presentations are becoming increasingly obsolete as top name brand stores are exploring how they can utilize Immersive Learning to ensure their customer-facing employees are prepared to handle a variety of challenges on any given day. Number of interactions in the training module.

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Training Retail Customer Service Culture 52

ShepHyken

SEPTEMBER 20, 2017

Remember, training isn’t something you did. Once they understand the vision and are properly trained, they must manage every interaction they have with their customers for an optimal experience. So, for this year’s National Customer Service Week , take some time to talk about your service vision.

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Customer Service Customer Expectations Training Customer Service Training 105