Customer support training is way too passive

Kayako

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.

Can You Train Contact Center Agents in Empathy?

BlueOcean

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.

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20 Customer Service Training Ideas and Activities for Busy Teams

Comm100

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.

Why coaching beats training in support teams

Kayako

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.

The New Standard: Why Employee Obsession Matters

Nordstrom invests heavily in customer service training. The cost to recruit, train and replace a teammate is equivalent to six months’ salary, so our ability to reduce this number has an immediate impact on our bottom line. train a lost employee can be as high as 1.5-2.0X

15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

” 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.

Course 116

How Proper Training is Kryptonite to Bad Online Reviews

ReviewTrackers

One strategy is proper training and consistent steps of service. Let’s dive into the type of training you’ll need to prevent negative reviews. Managers should train their staff on appropriate responses to common issues, and also create a culture of open communication.

Customer Experience Quality & Training – How to Build a Winning Framework within Your Organization

Comm100

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Training As a Part of Quality Management. What are the key training topics?

Customer Service Training: When you’re done… you’re not done!

ShepHyken

So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. It turns out that when she was hired, she went through training. It happens all the time.

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.

Winning Live Chat Training for Your Customer Service Team

Comm100

You could simply give technical training on the new system, then let your agents loose. So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team.

Contact Center Training Events with Myra Golden

Myra Golden

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.

How Will You Change Seasonal Associate Training in 2015?

ICC Decision Services

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.

Brooklinen’s Winning Formula for Customer Service Training and Performance Management

StellaService

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 the Customer Experience Athlete

CX Journey

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.”

Your Most Important #CX Training Tool

CX Journey

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.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Organization and Culture Quality Management Videos Brad Cleveland coaching hiring training

13 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden

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.

Here’s a Training Activity for Empathy In Customer Service

Myra Golden

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used.

Don’t be an Emotional Train wreck: start understanding your customer’s emotions

MaritzCX

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t. View Article

Customer service training, or service education. What’s the difference?

Up Your Service

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.

Guest Blog: The Power of Training in Customer Service

ShepHyken

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.

Weighing the Pros and Cons of Cross-Trained Contact Center Agents

BlueOcean

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.

Marketing and Associate Training: The Yin and Yang of Customer Experience

ICC Decision Services

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.

Astonishing Benefits Of Training Your Employees

Beyond Philosophy

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.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Organization and Culture Quality Management Videos Brad Cleveland coaching hiring quality management 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. 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.(.).

Key Aspects of Customer Service Agent Training

Provide Support

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.

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. When the training ends.

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed

Comm100

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond.

The Rise of New Online Training Softwares

Toonimo

The current solutions for training and onboarding can be divided into two categories. One is face-to-face (F2F) training which was once considered to be the dominant solution in the industry. The benefit of online training software is that it erases the need for ‘tick box’ training.

How I Messed up a Remote Training Session (and What I Did to Ace the next One)

Kayako

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.

[Interview] Improve Your Customer Service Training with This Expert Advice

Comm100

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.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 1

Peter Lavers

They continuously invest a large amount in improving customer service by training employees. It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training.

Be Like Disney: Best Customer Service Training Ideas

LiveChat

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.

Come Join My Telephone Skills Online Training

Myra Golden

I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. Look through course outlines and take a test drive of the training right here.

Free Customer Experience Training For Non-Profit Organizations

Experience Matters

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.

eCornell Videos: Empowering Agents with the Right Information and Training

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland empowerment leadership

9 Customer Service Training Ideas That Work

Customers That Stick

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

Effective Employee Training Must Support Personal Growth

Think Customers

As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills.