Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits.

Management 109

Management Customer Service Feedback Marketing 109

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. People seemed to like the training. Did the training really work? Those post-training surveys don't seem like enough. I've repeatedly used them to demonstrate the impact of customer service training to executives.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. And that means figuring out how to effectively train new customer service team members is mission critical.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Myra Golden Media

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

Best practices 177

Best practices Customer Service Customer Experience 177

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. They even trained them when they were hired.

Customer Service 247

Customer Service Airlines Sales Management 247

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. But when it comes to honing these essential skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Help Scout

AUGUST 22, 2023

Use these customer service training activities, tips, and courses to continually improve your support quality, consistency, and speed. Read the full article

Customer Service 81

Customer Service 81

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Benefits of Simulation Training.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Education 78

Education Customer Service Coaching Customer Care 78

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.

Customer Service 209

Customer Service Education Customer Support Management 209

Toister Performance Solutions

JUNE 8, 2023

Managers often request it for customer service training, but participants don't like it. It would be one thing if role playing was a highly effective customer service training technique. I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work.

Customer Service 81

Customer Service Customer emotions Coaching Contact Center 81

CSM Magazine

OCTOBER 25, 2023

As a result, physical retailers must offer something truly special to entice and retain customers. Ultimately, a welcoming smile, attentive service, and the ability to interact face-to-face with knowledgeable staff can make a world of difference. Comprehensive training is essential for effective customer engagement.

Customer Service 52

Customer Service CRM Feedback Upselling 52

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service 198

Customer Service Calibration Feedback Sales 198

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. Mental Health Training.

Customer Service 97

Customer Service Management Coaching Healthcare 97

Myra Golden Media

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

Customer Service 136

Customer Service Management Contact Center Customer Experience 136

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Contact center agents are the primary touchpoint your customers have with your company. The training it takes to get to that level of expertise takes more than just a week or two. It was overwhelming.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

CSM Magazine

NOVEMBER 28, 2023

Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. To avoid this from happening, then, it’s important to take customer data seriously and protect it at all costs.

Customer Service 52

Customer Service Accountability Personalization 52

Customers That Stick

MARCH 13, 2020

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. When you’re in your interview, it’s okay to ask what type of training the company provides.

Customer Service 88

Customer Service Customer centricity Customer Experience 88

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Even the simplest training manual can be complex. Training Tools.

Coaching 91

Coaching Customer Service Scripts Morale 91

Myra Golden Media

SEPTEMBER 28, 2017

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. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Personalization 159

Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. 7 Customer – Support Confrontation. For instance, you can promote solving customers’ problems in less than 3 minutes.

Customer Service 185

Customer Service Customer Support Personalization CRM 185

JustCall

MARCH 9, 2023

Your customer service team is the brand’s spokespersons and representatives. The way they interact and serve the client sets a benchmark for customer experience. As such, they lay the foundation for long-term customer loyalty. Agents can then apply the customized learnings in real-world interactions for greater success.

Customer Service 40

Customer Service Morale Benchmark Scripts 40

Peter Lavers

DECEMBER 8, 2017

No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers. 3 Fake Customer Communication. 2 Role Play Exercise.

Customer Service 171

Customer Service Education Customer Support Personalization 171

GetFeedback

MAY 12, 2021

Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications.

Customer Service 78

Customer Service 78

Toister Performance Solutions

MARCH 31, 2022

New hire training is under pressure. Training costs time and money. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question. Some felt new hire training is ongoing and should never end. What is new hire training? Some quickly leave.

Customer Service 77

Customer Service Coaching Contact Center Personalization 77

Myra Golden Media

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service 156

Customer Service Customer Experience 156

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 227

Customer Experience Advertising Feedback Engineering 227

HelpCrunch

NOVEMBER 18, 2019

Customer service has evolved into a true science, and, like any other science, it requires training. On the other hand, products have become sophisticated and customers have become demanding – you just cannot handle a [ … ].

Customer Service 74

Customer Service 74

Toister Performance Solutions

SEPTEMBER 24, 2020

Ashley (not her real name) had been instructed to round up some quotes for customer service training. She had dutifully performed an internet search for customer service trainers and discovered some of my courses on LinkedIn Learning. He had also failed to provide a clear vision to the employees he wanted trained.

Customer Service 71

Customer Service Self service Surveys Wait times 71