29 Customer Service Training and Coaching Tips

StellaService

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. These are the top- and bottom-line benefits your coaching and training programs should deliver. Coaching Customer Service Agents for Individual Growth. “A

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service.

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29 Customer Service Training and Coaching Tips

StellaService

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. These are the top- and bottom-line benefits your coaching and training programs should deliver. Coach your service team strategically.

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.

How to use customer service training videos to improve your business

ViiBE Blog

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 to use customer service training videos to improve your business

ViiBE Blog

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.

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?

Guest Post: 5 Tips to Improve a Bad Customer Experience

ShepHyken

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

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5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season. And by this point, you’ve probably already trained your team members on the basic operational aspects of the holiday season.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. In an effort to help address some of these gaps, I have prepared a list of some of the common issues I’ve come across over my years in the industry, as well as some best practice tips and suggestions on how to resolve these problems.

Holiday Shopping Tips for GETTING Good Customer Service

Who's Your Gladys?

You know how to treat customers. But how do you treat service providers when you’re the customer? It can be infuriating to receive poor service, when you know exactly what they could and should do make things right. customer experience technology Customer Service Marilyn Suttle customer service article customer service training holiday shopping

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7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

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5 Top Customer Service Articles For the Week of March 15, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. My Comment: We all want repeat customers.

This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It’s undoubtedly efficient to ask customers questions in this manner. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences. When you have to ask your customer questions, I want you to do two things: Always ask in complete sentences.

This is How to Ask Your Customer Questions

Myra Golden

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. Our customers liked them too.

Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. This fact has been consistently reinforced by the contact center leaders, managers and supervisors we’ve polled at the two most recent Customer Contact Week (CCW) events.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

Up Your Service

In Part One , I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You acknowledge service achievements. Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service. Don’t overcomplicate service. That meant they had to serve each other as well as the customer.

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Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. While you probably thought that your days of studying and cramming for tests was over once you’d left college and university, to compete and stay current in today’s global economies, keeping your customer service professional development up to date is an absolute necessity. Author of The Service Culture Handbook. Internal Training.

Here’s a Great Energizer for Telephone Techniques Training Classes

Myra Golden

In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. I was going into the final inning of this 2-day training in South Dakota. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. They were to make a routine customer inquiry. In the debrief after presentations, we discussed how we could take the great and apply it to their own calls with customers.

12 Worst Things Never to Say to Angry Customers

Provide Support

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.

Amazing Business Radio: Patricia Fripp

ShepHyken

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert.

Customer Information Form Basics: What You Need to Know

Customers That Stick

And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. To collect this information, you need a method, and the customer information form is a tried and true way to get to know your customers.

5 Disastrous Mistakes when Dealing with Difficult Customers

Customers That Stick

Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and customers. Don’t focus on your feelings; focus on the customer’s feelings.

How to Become an Expert in Customer Service

Provide Support

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.

Advice from 25 Top Experts: A Customer Service Week Compilation

Who's Your Gladys?

In honor of customer service week, we’re bringing you a compilation favorite. We put out the query shown below to the community of customer service pros and business experts. The responses were fabulous and offer up a ton of great tips for success. Best practices Customer Service customer service performance Delighting customers Who''s Your Gladys? customer service training customer service week

Customer Service Tip: The Power of Observation

ShepHyken

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

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Key Aspects of Customer Service Agent Training

Provide Support

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations.

5 Customer Service Language Hacks

Customers That Stick

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

5 Top Customer Service Articles for the Week of July 30, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. The answers given are insightful and may prove useful if you’re looking to revamp your company’s customer engagement in the near future.

Employee Empowerment the Smart Way

Customers That Stick

This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively. One of the concepts discussed in the guide is the idea we share at CTS Service Solutions called Smart Empowerment.

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Customer Engagement With A Human Touch Is A Powerful Thing

Integrity Solutions

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations.

The New Book Revealed: Be Your Customer’s Hero

Customers That Stick

Service triggers that set customers off. Power words that influence customer perception. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. I am truly thrilled to put this book into the hands of customer-facing professionals all around the world. Be Your Customer’s Hero (HERO) is a different type of customer service book. Customer service can be incredibly difficult.

The UP! Your Service Active Learning Toolbox

Up Your Service

Why are some training programs so dull, and others so full of active participation? Your Service Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. Your Service Active Learning Toolbox appeared first on UP Your Service. Service Culture Support Service Improvement Process Best Practices Customer Service Training Tools and Tips

Ron Kaufman?s Active Learning Toolbox

Up Your Service

Why are some training programs so dull, and others so full of active participation? Using Ron Kaufman’s Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. The post Ron Kaufman’s Active Learning Toolbox appeared first on UP Your Service.

Three Low Cost Ways to Improve Customer Service

Bill Quiseng

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service. Create a Customer Satisfaction Investigation (CSI) team. Isn’t it criminal to take a customer’s money and then not deliver to meet his expectations?