One of the most vital components of any contact center is the training department. Having an in-house training team provides a myriad of benefits to any center. Training is an important investment to make in your workforce and development of future leaders. MORE
Myra Golden Seminars offers engaging, cutting-edge classroom and online customer service training based on the work of Myra Golden. Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. MORE
Whenever Cooper goes to the free throw line to shoot a critical free throw, I encourage him with these words: “Trust your training.” You see, in the absence of all the time and effort he’s put into his basketball training, he would have no assurance of making one or both free throws. MORE
Last week, I was training at a very popular gym. Image courtesy of mireilledelisle Today I'm pleased to present a guest post by Blair McHaney , president of Club Works, Inc. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” MORE
When customer service schedules become tricky and the pace of the job demanding, training too often becomes an afterthought leading to lower levels of customer satisfaction. Training your new agents should also be the exactly that – speedy, engaging and at the same time empowering. MORE
The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. MORE
Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged. Planning activities can take a lot of time that your training instructor might not have to spare. MORE
Best-in-class live chat solutions like Velaro offer security features specifically for health care customers, but if your agents are under-trained, they’ll be unable to leverage some of those features—and the resulting benefits. Getting the right technology solution is only half the story. MORE
Many companies provide customer service training for some or all of their employees. To address this gap and answer this question, we must understand the difference between customer service training and actionable service education. Let’s start with customer service training. MORE
This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. A strategy discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. Creating calm with difficult customers is not a matter of using aggressive tactics. MORE
We believe that an out-of-the-box deployment of cross-trained agents can, in some instances, be a client’s best solution. The Advantage of Cross-Trained Contact Center Agents. Let’s be clear on the definition of “cross-trained” before we dig into this further. MORE
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. MORE
As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills. MORE
The post 3 Ways to Add Magic to your Customer Service Training appeared first on Customer Experience Consulting. Blog Culture customer service Featured Customer Experience employee engagement leadership linkedin management training MORE
Who loves training sessions? Support reps get a lot of training sessions from the moment they start their job: for product training, new feature launches, soft skills and communication. But at some point, training starts to become less and less effective. MORE
Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training. . MORE
A company called me to deliver customer service training. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good! MORE
After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. MORE
There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly. It’s like training, but with everyone fully awake and active. MORE
For retailers, the race is on to find and train temporary staff. The holiday shopping rush is just around the corner. These associates will be in stores just 10-12 weeks, but on day one, they’ll need to hit the ground running. MORE
Marketing and associate training are inextricably linked. Mystery Shopping Customer Experience Customer Service Customer Engagement TrainingThey’re the yin and yang of customer experience. Or at least they should be. MORE
Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map. MORE
It was clear to me that while she had been trained to make a smoothie, she hadn’t been trained to make a decision in favor of the customer. Earlier this month my son, Cooper, and I were at Life Time Fitness. MORE
We need to train them to fill it all out, and then we’ll be able to serve them better.” Training customers is a losing proposition. If your form or website isn’t intuitive, no amount of training is going to have a lasting impact. MORE
In addition, when agile customer care is implemented, it is often so simple that customer service agents don’t need training. Tweet The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. MORE
The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. However, we find that training in this area is insufficient. 3 Ways to Improve Your Training to the Next Leve l. MORE
” And customer service training is vital to maintaining excellent customer relations. But not every team has the resources or time to create their own training regime. Customer Service Training by ALISON. Customer Service Training Library by BLR Training Today. MORE
This is my story on how I completely messed up my first completely remote training session, and how I literally did 50% better in the next one. Hopefully, my tips will help you overcome your own remote training challenges so you can drive the training impact you need in your own sessions. MORE
5 Tips to Train Your Customer Service Reps for More Confidence. When applied to customer service, this means that if you want you reps to be confident in front of customers, they need to be well trained and prepared to answer any type of questions.(.). MORE
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. MORE
The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […]. I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions. MORE
By hiring right people for the job and by giving them training suited for their needs, we can create a dream team, a true customer service super heroes squad! You’ll learn how The Walt Disney Company hires right people and train them. Customer service training ideas. MORE
Key Aspects of Customer Service Agent Training. Undoubtedly, some of them will be directed to improving the customer service agent training. Customer experience is now winning the leadership race to become the main business differentiator. MORE
This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. MORE
This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. A strategy discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. Creating calm with difficult customers is not a matter of using aggressive tactics. MORE
That makes us curious: can you train contact center agents in empathy? Unless you’re hiring trained actors, the typical agent won’t be able to make a connection with a customer through a canned script. Training for Empathy. It is easy to understand and it is easy to train. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques MORE
A company called me to deliver customer service training. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good! MORE
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. When the training ends. MORE
Customer Service Training Can Be Worthwhile, But… Too many companies waste their customer service training time and money. Customer service training is one of the most commonly searched terms online. Sadly, far too many companies throw away their money on such training. MORE
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […]. Culture Customer Experience Customer Service MORE
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work. MORE
The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […]. I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions. MORE
Training Related Topics BlueOcean
FEBRUARY 8, 2017
That makes us curious: can you train contact center agents in empathy? Unless you’re hiring trained actors, the typical agent won’t be able to make a connection with a customer through a canned script. Training for Empathy. It is easy to understand and it is easy to train.
Kayako
AUGUST 27, 2015
There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly. It’s like training, but with everyone fully awake and active.
Comm100
JUNE 16, 2016
Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged. Planning activities can take a lot of time that your training instructor might not have to spare.
Kayako
AUGUST 20, 2015
Who loves training sessions? Support reps get a lot of training sessions from the moment they start their job: for product training, new feature launches, soft skills and communication. But at some point, training starts to become less and less effective.
360Connext
JUNE 22, 2016
The post 3 Ways to Add Magic to your Customer Service Training appeared first on Customer Experience Consulting. Blog Culture customer service Featured Customer Experience employee engagement leadership linkedin management training
CX Journey
SEPTEMBER 10, 2015
Last week, I was training at a very popular gym. Image courtesy of mireilledelisle Today I'm pleased to present a guest post by Blair McHaney , president of Club Works, Inc. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.”
BlueOcean
FEBRUARY 28, 2017
We believe that an out-of-the-box deployment of cross-trained agents can, in some instances, be a client’s best solution. The Advantage of Cross-Trained Contact Center Agents. Let’s be clear on the definition of “cross-trained” before we dig into this further.
Beyond Philosophy
JULY 27, 2016
The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. However, we find that training in this area is insufficient. 3 Ways to Improve Your Training to the Next Leve l.
CX Journey
AUGUST 1, 2014
Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.
ICC Decision Services
MAY 4, 2016
Marketing and associate training are inextricably linked. Mystery Shopping Customer Experience Customer Service Customer Engagement TrainingThey’re the yin and yang of customer experience. Or at least they should be.
LiveChat
SEPTEMBER 1, 2016
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. When the training ends.
Provide Support
OCTOBER 18, 2016
5 Tips to Train Your Customer Service Reps for More Confidence. When applied to customer service, this means that if you want you reps to be confident in front of customers, they need to be well trained and prepared to answer any type of questions.(.).
Myra Golden
JUNE 12, 2015
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.
Myra Golden
JUNE 2, 2016
The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation.
Comm100
JULY 28, 2016
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI.
Up Your Service
OCTOBER 25, 2016
Many companies provide customer service training for some or all of their employees. To address this gap and answer this question, we must understand the difference between customer service training and actionable service education. Let’s start with customer service training.
Kayako
MARCH 31, 2016
This is my story on how I completely messed up my first completely remote training session, and how I literally did 50% better in the next one. Hopefully, my tips will help you overcome your own remote training challenges so you can drive the training impact you need in your own sessions.
Provide Support
MAY 4, 2016
Key Aspects of Customer Service Agent Training. Undoubtedly, some of them will be directed to improving the customer service agent training. Customer experience is now winning the leadership race to become the main business differentiator.
LiveChat
FEBRUARY 15, 2016
By hiring right people for the job and by giving them training suited for their needs, we can create a dream team, a true customer service super heroes squad! You’ll learn how The Walt Disney Company hires right people and train them. Customer service training ideas.
ShepHyken
JUNE 17, 2016
This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.
Myra Golden
JUNE 1, 2015
Myra Golden Seminars offers engaging, cutting-edge classroom and online customer service training based on the work of Myra Golden. Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes.
Customers That Stick
MAY 31, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques
Think Customers
DECEMBER 1, 2015
As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills.
Heart of the Customer
DECEMBER 4, 2014
We need to train them to fill it all out, and then we’ll be able to serve them better.” Training customers is a losing proposition. If your form or website isn’t intuitive, no amount of training is going to have a lasting impact.
Experience Matters
JANUARY 30, 2017
The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […]. I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions.
Tema Frank
APRIL 17, 2017
Customer Service Training Can Be Worthwhile, But… Too many companies waste their customer service training time and money. Customer service training is one of the most commonly searched terms online. Sadly, far too many companies throw away their money on such training.
Natalie Petouhof
FEBRUARY 9, 2016
In addition, when agile customer care is implemented, it is often so simple that customer service agents don’t need training. Tweet The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care.
Customer Enthusiast
MARCH 30, 2016
Whenever Cooper goes to the free throw line to shoot a critical free throw, I encourage him with these words: “Trust your training.” You see, in the absence of all the time and effort he’s put into his basketball training, he would have no assurance of making one or both free throws.
Customer Enthusiast
JUNE 22, 2017
It was clear to me that while she had been trained to make a smoothie, she hadn’t been trained to make a decision in favor of the customer. Earlier this month my son, Cooper, and I were at Life Time Fitness.
Pretium Solutions
MAY 13, 2012
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work.
CSM Magazine
NOVEMBER 28, 2016
Best-in-class live chat solutions like Velaro offer security features specifically for health care customers, but if your agents are under-trained, they’ll be unable to leverage some of those features—and the resulting benefits. Getting the right technology solution is only half the story.
Win the Customer
DECEMBER 24, 2015
When customer service schedules become tricky and the pace of the job demanding, training too often becomes an afterthought leading to lower levels of customer satisfaction. Training your new agents should also be the exactly that – speedy, engaging and at the same time empowering.
Experience Matters
JANUARY 30, 2017
The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […]. I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions.
Myra Golden
OCTOBER 18, 2016
A company called me to deliver customer service training. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good!
Myra Golden
JANUARY 10, 2017
Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training. .
Myra Golden
AUGUST 4, 2016
This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. A strategy discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. Creating calm with difficult customers is not a matter of using aggressive tactics.
Myra Golden
OCTOBER 18, 2016
A company called me to deliver customer service training. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good!
Michel Falcon Experience
AUGUST 8, 2016
After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have.
Myra Golden
AUGUST 4, 2016
This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. A strategy discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below. Creating calm with difficult customers is not a matter of using aggressive tactics.
Win the Customer
SEPTEMBER 29, 2015
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […]. Culture Customer Experience Customer Service
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