How to Choose Outstanding Service Workshop Leaders

Up Your Service

A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service. Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Certification Program is a proven means to establish this capability inside your organization.

How to Choose Outstanding Service Workshop Leaders

Up Your Service

A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service. Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Certification Program is a proven means to establish this capability inside your organization.

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Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

Uplifting Service

Marshall Goldsmith is such an incredibly strong contributor, such a reputed leader in the world of coaching and mentoring, that Thinkers 50 stopped giving him the award and they actually named an award after him. You love to help people with coaching and mentoring, becoming better leaders.

How to Create Your Punch List for Quick CX Wins

Experience Investigators by 360Connext

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Get in touch to schedule a coaching session with Jeannie or create a program that fits your situation. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshopsHave you ever lived through a major renovation project or lived through construction of a house or condo?

Reflections on 2020 and A Message of Thanks, Optimism and Hope for 2021

Integrity Solutions

Coaching Customer Service Employee Engagement Insights Integrity Sales Blog Leadership Sales Performance Integrity Solutions Mike EsterdayFor most of us, 2020 is a year we’ll be glad to see in the rear-view mirror.

The Right Sales Training Not Only Educates But Motivates Sales Teams

Integrity Solutions

Reading books, attending workshops and listening to experts who share their selling secrets also isn’t going to make them successful. Coaching Insights Integrity Sales Blog Sales Performance Sales mindset sales performance sales teams sales trainingWhy are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers.

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RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. In this sense, we become friends to your OMs and coaches, modeling what they should be doing in addition to the classroom work to create meaningful engagements that improve performance and reduce attrition. Retention – Deployed an updated retention call flow and coaching model.

Customer support training is way too passive

Kayako

These are methods worth highlighting: Hold team workshops and role playing sessions. It’s coaching that sticks while things are still fresh in your mind. Many support reps I’ve talked to tell me that coaching isn’t usually something they look forward to, mostly because they get it only when they’re “in trouble.”. Coaching was again something that usually meant you had something worthy of demerits. Coaching shouldn’t be about getting in trouble.

Batteries Included

ShepHyken

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. I’ve learned a lot over the years by attending his workshops and coaching sessions. “There are two kinds of people: Batteries Included and Batteries Not Included.”.

How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)

Myra Golden Media

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The “3-Step De-escalation Method” online workshop is just $199.

The Reason Your Employees Can’t De-escalate

Myra Golden Media

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. Coach your employees to not suggest outside intervention from a manager, because most customers would just prefer to talk to someone with authority to fix the issue.

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Monitoring Sans Coaching. Calibration keeps everyone who monitors and coaches consistent and fair. Expecting Coaches to Coach Without Training. Just as your employees need training before they speak to your customers, everyone who reviews customer service interactions and gives employees feedback needs to receive coaching.

CCW 2022: Bigger and Better Than Ever

Balto

From the workshops and meetings to the main vendor floor, the space was brimming with energy and enthusiasm. Ben Lazar CMO, Balto.

Enhance Your De-escalation Skills On Your Lunch Break – 30-minute training with knowledge checks and simulations

Myra Golden Media

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. How to Handle Difficult Customers. with a focus on de-escalation).

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. A Hospitality Story… A customer arrived at a well known hotel chain on a Sunday to deliver a workshop on Monday and Tuesday at her client’s site. She uses real life stories to ignite true customer focus, and here is her story.

Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research

Balto

Balto’s product suite of Real-Time Guidance , Real-Time Coaching , and Real-Time QA empowers agents with the information they need at their fingertips while also allowing managers to rapidly scale best practices with the press of a button. “It’s

How to motivate employees to learn new customer service skills

Inside Customer Service

I once delivered the same customer service workshop over 200 times in a two-year period. We had a few moments before the workshop began, so I spent some time talking to her. They didn't coach their employees or give them any feedback.

Give the gift of personal growth to your contact center agents

Customer Service Life

1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. Creating a Workplace Culture of Self-Care Starts With You Workshop . In this interactive workshop, individuals will: Complete a self-discovery exercise. The workshop is done with the team in person at your office location.

When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden Media

Here’s one of the activities I led in that workshop (in small groups): Discuss: (The person in your group who graduated from high school most recently will lead this discussion.). Peers made suggestions, began coaching one another, and on their own, came up with approaches and tips to help their co-workers move out of a personalization mentality and into a win-win problem resolution focus.

Call center training time comes down with these 7 technologies

TechSee

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Whisper coaching.

Guest Blog: “We Hate ‘dat Letter”

ShepHyken

She is a Conference and Workshop Presenter, Executive Coach and Author based in Australia. This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Shep Hyken .

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Master The Skills Of De-escalation While Your Agents Work From Home with our 30-Minute Online Class

Myra Golden Media

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class!

The Great Reinvention

COPC

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022.

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees.

An Interview with Kate Nasser: Better #PeopleSkills

Customers That Stick

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact.

7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Here is an edited transcript of my interview with Roger: Jim Rembach : This is Jim with the Fast Leader Show and Call Center Coach and I’m here at CCW ( Customer Contact Week ) with my good friend Roger Lee of Gridspace. The post 7 Speech Analytics Mistakes That Can Cost You Big appeared first on Call Center Coach.

Feb 02 – Customer Success Jobs

SmartKarrot

Educate customers on the Dover product and coach them through their recruiting efforts. Lead customer engagement, webinairs and workshops.

Happy Hour: Wellness in the Contact Center

Talkdesk

Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves. We live in a busy, non-stop world. With everything that’s on our plates, it’s no wonder that health can fall to the bottom of our priority lists.

Guest Blog: Building a Customer-Centric Culture Around CRM Software

ShepHyken

– If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching. In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session. This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken.

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What's in Your #CX Budget?

CX Journey

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. Image courtesy of Pixabay What's in your customer experience strategy budget?

What Working in a Call Center Is Really Like

Expivia

That includes playing games , offering 1-on-1 coaching, and keeping the floor as lighthearted as possible. In fact, you’ll get to attend training and workshops to equip yourself with the required skills. There are a lot of misconceptions about what working in a call center is like.

4 Essential Questions to Answer for a Successful Cloud Move

Monet Software

How are you using your quality program for scoring and coaching, and what will those features look like once in the cloud? Pro Tip: Your move to the cloud provides the perfect opportunity to reevaluate coaching best practices and recalibrate your coaching between managers.

Why Business Leaders Must Attend Service Training

Up Your Service

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Integrating new language, tools and processes with current programs and systems will only happen when leaders lead, coach, explain, promote, and insist. Have them to lead the workshops. What ideas and strategies do you use to engage your leaders in service excellence workshops and service related training?

Mar 03 – Customer Success Jobs

SmartKarrot

Coach customers on how to use the platform and train them.

Contact Center Executive Priorities for 2018

CX Global Media

Coaching is the #1 agent experience focus for 2018. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. It’s that while you are implementing system and organizational changes you must train and coach your people. Coaching is the #1 agent experience focus in contact centers!” – Click to Tweet.

How to improve customer service training with the 70-20-10 rule

Inside Customer Service

The tellers who struggled had managers who were more hands-off or actively coached the tellers to disregard what they learned in training. One way to fix this is with a workshop planning tool. What is the right amount of time to spend on training?

21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Best Customer Success Certifications 2021: The Ultimate List

SmartKarrot

SuccessHacker Certifications and Training Workshops. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals.

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Calabrio honored as a Fast 50 Company — What does it mean for us, and you?

Calabrio

We are especially proud of efforts to help local governments get contact tracing centers up and running, enabling them to schedule, evaluate and coach these new tracing workforces.

Oct 07 – Customer Success Jobs

SmartKarrot

Coach CSMs to deepen their customer expertise, be change management partners within their accounts, and accelerate transformation within our customers’ businesses. Conduct training/on boarding workshops for new and growing customers.