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. These are the top- and bottom-line benefits your coaching and training programs should deliver.

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.

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. Coaching Customer Service Agents for Individual Growth. “A

Creating the Perfect Customer Service Training Plan

LiveChat

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. High turnover rates mean that you need to train more and more people each month.

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.

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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. Training.

5 Tips to Train Your Customer Service Reps for More Confidence

Provide Support

5 Tips to Train Your Customer Service Reps for More Confidence. Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees.

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. So, try to always speak in complete sentences with your customers.

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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 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. And honestly, it sounded to me like we were interrogating our customers with our line of questioning!

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.

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. Don’t overcomplicate service.

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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. 66% of customers are most frustrated from interacting with employees who are rude or unfriendly. (.).

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. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.

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.

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.

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.

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Top 20 Customer Service Soft Skills to Master (Infographic)

Provide Support

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. Top 20 Customer Service Soft Skills to Master.

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. From the disengaged to the deceptive, from the frustrated to the furious, challenging customers can manifest themselves in an incredible variety of ways. customer-service-training

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.

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.

Ron Kaufman’s Active Learning Toolbox

Up Your Service

Why are some training programs so dull, and others so full of active participation? The post Ron Kaufman’s Active Learning Toolbox appeared first on UP Your Service. Service Culture Support Service Improvement Process Best Practices Customer Service Training Tools and Tips

Customer Information Form Basics: What You Need to Know

Customers That Stick

And the benefits of it to companies and customers is, well… big. 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. Four Types of Customer Information. Customization Information.

The Ultimate 7 Tips to Excel at First Contact Resolution

Call Center Pros

While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs.

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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 . My Comment: How do you deliver a better customer experience?

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. Create a Customer Satisfaction Investigation (CSI) team.

8 Communication Tips for B2B Service Organizations

Daniel Group

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals. That is a common question I hear from service managers and customer experience managers. Some of the most important are: Put yourself in the customer’s shoes.

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. We want you to know we value you as a customer.

Employee Empowerment the Smart Way

Customers That Stick

This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. One of the concepts discussed in the guide is the idea we share at CTS Service Solutions called Smart Empowerment.

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2 Reasons Your Call Center Agents Are Failing at the Customer Experience

Myra Golden

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. Customer: “Hi Bill.

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. Is this how you feel when you work with customers?

5 Top Customer Service Articles For the Week of April 24, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

Guest Blog: Good Customer Service Is More than Good PR

ShepHyken

Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. She said, “I’m not being nice for a tip.

Becoming a Customer Service Rockstar! How to Stand Out & Move Ahead

Myra Golden

Becoming a Customer Service Rockstar – How to standout and move ahead . Based on Myra’s critically acclaimed “Beyond WOW” workshop, this webinar delivers 20 concrete ways for your employees to make emotional connections with your customers.

The Psychology of Customer Anger (Flashback Friday)

Myra Golden

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. Flashback Friday!

The Psychology of Customer Anger (Flashback Friday)

Myra Golden

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. Flashback Friday!

4 Tips for Ensuring Your Customers Are Treated Better

ShepHyken

While one could argue that it was my sister’s fault, Brenda’s focus was on taking care of her customer and immediately activated the auto-pay, waived penalties and interest owed as well as the fees for disconnection and emergency reactivation. Common sense says, “Take care of the customer.”.

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