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.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

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.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

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.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

JANUARY 4, 2019

Regardless of this, it is important to show your customers that they are valued and that their issues are being actively fixed or monitored. Lastly, customer service reps are expected to manage their time effectively. Customer service training is a continuous process and onboarding is merely the first step in the journey.

Customer Service Training 77

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.

Customer Service Training 70

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.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

ShepHyken

OCTOBER 22, 2021

Hire a factoring company to handle the business of accounts receivable and take that time to focus on building relationships with your customers, leveraging that cash flow to create experiences that delight them. . Empower Your Service Team. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Tips 143

Tips Customer Experience Management Return on Investment 143

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

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.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

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.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JULY 13, 2022

It may not be as public as Yelp, but it’s the place where your customers share their experiences with their colleagues. . I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. It’s important to get feedback.

Feedback 124

Feedback Customer Service Training Industry Customer Experience 124

CSM Magazine

AUGUST 23, 2022

Understanding Your Customers: Deep dive into who are your ideal customers and get to know what makes them tick. Understanding your customers requires you to listen and ask for feedback. Employee Feedback: Ask for and act upon regular employee feedback and implement changes to enhance employee experiences to assist them.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . These questions are for you and your management team.

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

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.

Customer Service 98

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? Gather feedback.

First Call Resolution 78

First Call Resolution System Self Service Management 78

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.

Customer Service Training 150

Customer Service Training Feedback Groups Customers 150

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

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.”.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

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.

Strategy 226

Strategy Customer Experience How To Effort Score 226

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Involving executive management and staff is crucial.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. How do you know what your customers think of you?

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Why do our customers come back? There are a number of ways organizations measure customer satisfaction. It’s important to know how customers feel about the experience they just had. You know it is! What’s the best metric?

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

ShepHyken

SEPTEMBER 21, 2022

Get and act on employee feedback. Employees want to give feedback but often feel uncomfortable doing so. So, make it easy for employees to share their feedback. Some companies have a formal feedback program that makes it easy for employees to share ideas to improve virtually every area. Leadership must be approachable.

Leadership 71

Leadership Feedback Customer Service Training Training 71

CSM Magazine

DECEMBER 29, 2022

Business banking encompasses many services, including business loans , lines of credit, processing payments, foreign business exchange and making investments to help business owners manage their finances. Train your employees well so that they can provide excellent customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

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.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Magellan Solutions

APRIL 11, 2024

With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. In this article, discover the benefits, services offered, and tips for choosing the right partner to enhance your e-commerce experience.

e-support 95

e-support Net Promoter Score Training Policies 95

ShepHyken

APRIL 13, 2022

I’ve written about being a 12-year-old birthday party magician when my parents taught me some basic customer service lessons. Show up on time, say thank you, follow up to get feedback, and a few other important lessons that any and every business should practice. She appreciated my assistance, but my manager didn’t.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Don’t forget to give (and take) feedback.

Training 213

Training Culture Customer Service Training Customers 213

Qualtrics

DECEMBER 14, 2021

Managers realized that managing remote teams is hard work and had to rethink how teams interact with each other, give feedback , perform coaching and onboarding, and so much more. Combine that with the demands of customer service teams and the challenges are tenfold.

Management 26

Management How To Effort Score Interaction 26

Comm100

FEBRUARY 23, 2021

Listen to customer feedback. Your customers know where their pain points are. Make asking your customers for feedback part of a consistent practice that all your agents are responsible for – and don’t forget to act on it! Tips for getting feedback: – Add surveys. – Empower your agents.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. When customers have opinions about your product or service, they aren’t shy about letting the world know. My Comment: Feedback is a gift. Is your business keeping up? Who doesn’t want that?!)

Customer Service 82

Customer Service Airlines Feedback Social Media 82

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.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson.

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

ShepHyken

NOVEMBER 6, 2023

Peter Drucker is known for saying, “You can’t manage what you don’t measure.” This article shares the top customer support center metrics to pay attention to. I could add to this list, but if all you did was consider these, you would be on your way to measuring and managing for success. My Comment: Business is numbers.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

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.

How To 106

How To Training Culture Customer Service Training 106

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.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52