INDUSTRY INSIGHTS YOUR PEERS ARE READING
I just finished recording a fully customized 14-module video course for a new client. Our custom courses get your employees to take some action every 4-5 minutes. We deliver completed courses to you within six to eight weeks. View this course right here. MORE
These seven statements are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. MORE
If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration. MORE
Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training MORE
I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th. P.S. We’re also launching a brand new course on Text Interactions. I once chatted with QVC about the status of a return. MORE
Take this course now for free. Here’s a 60-second introduction to the free course. If you like what you see, use the link at the bottom of this page to go directly to the full course. Studies show the average business call lasts 2 minutes longer than it needs to. MORE
In my How to Deliver Bad News to Customers LinkedIn Learning course, I share four keys for how to deliver bad news, whether that’s over the phone, chat, or in person. Sample this course or go right ahead and take the full 48-minute class right here. MORE
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Of course, in such case it is hard to conduct a productive remote e-learning. MORE
Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat. MORE
I mean of course besides being an awesome team of people who might play ping pong between […]. So, who are we exactly and what is it that we really do? The post 12 Days of Blueworx appeared first on Blueworx. MORE
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? MORE
With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive. MORE
In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives MORE
Globitel Hits the Golf Course. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The post Globitel Hits the Golf Course appeared first on Globitel. MORE
Take a look at the course introduction here. Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. MORE
With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL. You can find a course on that. MORE
That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers. MORE
We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose. MORE
” That point right there – people will never forget how you made them feel – is why we created this course. Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said. MORE
Of course, no one likes to talk about the amount of work that goes into automation. Everyone’s talking about self-service automation, it seems. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right. MORE
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! This course outlines a simple four-step approach that can be used in a variety of customer service settings. MORE
In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. Sample the introduction to this course below, and then take the full course on LinkedIn Learning. MORE
As a special treat for you, I’m sharing one module from my client’s course. I recorded this video last week for a client. It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern. Was This Helpful? MORE
Of course, technology advances now […]. Managing call centers today involves much more than scheduling agents to staff the phone lines. MORE
And I’ve made this course free for you. Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. MORE
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. MORE
There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line. I've recently purchased a new software application for my business. MORE
Of course we think… The post Best Virtual Number Providers in 2019 appeared first on AVOXI. If you're looking the best virtual phone number provider for your business, you've come to the right place. Finding the best virtual business phone service doesn't have to be difficult. Whether a large or small business, you're sure to find the best virtual phone number service provider for your specific needs here. MORE
Here's how I create scenes for my courses. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service. There are often overlapping topics between my courses, so I try to put a slightly different spin on it each time. MORE
Blogs, articles, think pieces, self-promotion, video explainers, courses and how-to guides burst at the seams. Just type in "artificial intelligence" into your search bar and you'll be instantly overwhelmed. MORE
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. MORE
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. MORE
You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Would they buy another course from you? Was it any good? Do you need to re-write parts of it? Without the right […]. General MORE
43 I have a module dedicated to how to make your word the definitive answer in my De-escalation Online Course, which is part of my Customer Service eLearning suite. Do you find it difficult to get customers to accept your word as final? MORE
This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here. MORE
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers. MORE
Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control. MORE
These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. I cuss. A lot. But never have I dared to cuss at a person in a customer service role. MORE
I’d misplaced the keys to my rental car on the second day of filming for a training course. Of course, all of this dominoes to make me late for lighting, where the Director, Light Tech, and everybody else would be waiting. Label the Employee’s Emotional Reaction. MORE
Course Related Topics SoliCall
NOVEMBER 20, 2018
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Of course, in such case it is hard to conduct a productive remote e-learning.
Contact Center Pipeline
JUNE 21, 2017
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not.
ClearAction
FEBRUARY 6, 2016
Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting. Customer Experience Excellence Course Training
Toister Performance Solutions
DECEMBER 20, 2018
Here's how I create scenes for my courses. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service. There are often overlapping topics between my courses, so I try to put a slightly different spin on it each time.
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can easily make mid-course adjustments when new information. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!
Toister Performance Solutions
JUNE 28, 2018
That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers.
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Globitel
JUNE 18, 2011
Globitel Hits the Golf Course. On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. The post Globitel Hits the Golf Course appeared first on Globitel.
Comm100
NOVEMBER 3, 2017
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.
Jon Arnold
OCTOBER 9, 2018
If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration.
Comm100
JUNE 30, 2016
We’ve compiled a comprehensive list of the best courses out there, ranging from free online courses to pricier, on-site seminars that bring learning straight to your office. Pick the course that fits your companies time, budget, and learning needs, and you have nothing to lose.
Myra Golden Media
DECEMBER 3, 2017
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.
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Amity
FEBRUARY 23, 2016
Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. Well, it is, according to far too many companies. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control.
360Connext
FEBRUARY 12, 2018
With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL. You can find a course on that.
LiveChat
APRIL 5, 2016
Another way to please an unhappy customer it to offer a replacement (in reasonable cases, of course). The post A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments appeared first on LiveChat.
Customer Interactions
JULY 7, 2015
With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort. By using the right solution, companies can gain insight on the four dimensions that comprise customer effort: Time, Emotion, Physical and Cognitive.
Myra Golden Media
NOVEMBER 30, 2018
In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. Sample the introduction to this course below, and then take the full course on LinkedIn Learning.
Myra Golden Media
FEBRUARY 6, 2018
I have a module dedicated to how to make your word the definitive answer in my De-escalation Online Course, which is part of my Customer Service eLearning suite. Do you find it difficult to get customers to accept your word as final?
Myra Golden Media
MARCH 6, 2019
” That point right there – people will never forget how you made them feel – is why we created this course. Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said.
Myra Golden Media
SEPTEMBER 5, 2017
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! This course outlines a simple four-step approach that can be used in a variety of customer service settings.
Myra Golden Media
MARCH 12, 2018
I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th. P.S. We’re also launching a brand new course on Text Interactions. I once chatted with QVC about the status of a return.
Myra Golden Media
JUNE 8, 2018
Take this course now for free. Here’s a 60-second introduction to the free course. If you like what you see, use the link at the bottom of this page to go directly to the full course. Studies show the average business call lasts 2 minutes longer than it needs to.
Myra Golden Media
MARCH 27, 2018
I just finished recording a fully customized 14-module video course for a new client. Our custom courses get your employees to take some action every 4-5 minutes. We deliver completed courses to you within six to eight weeks. View this course right here.
Myra Golden Media
JANUARY 23, 2018
These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. I cuss. A lot. But never have I dared to cuss at a person in a customer service role.
Myra Golden Media
DECEMBER 13, 2018
Take a look at the course introduction here. Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs.
Myra Golden Media
NOVEMBER 13, 2017
As a special treat for you, I’m sharing one module from my client’s course. I recorded this video last week for a client. It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern. Was This Helpful?
Callminer
MARCH 20, 2017
Of course, technology advances now […]. Managing call centers today involves much more than scheduling agents to staff the phone lines.
Myra Golden Media
JUNE 12, 2018
This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here.
Myra Golden Media
APRIL 1, 2019
I’d misplaced the keys to my rental car on the second day of filming for a training course. Of course, all of this dominoes to make me late for lighting, where the Director, Light Tech, and everybody else would be waiting. Label the Employee’s Emotional Reaction.
DigitalGenius Blog
APRIL 15, 2019
Blogs, articles, think pieces, self-promotion, video explainers, courses and how-to guides burst at the seams. Just type in "artificial intelligence" into your search bar and you'll be instantly overwhelmed.
Genroe
NOVEMBER 27, 2016
You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Would they buy another course from you? Was it any good? Do you need to re-write parts of it? Without the right […]. General
Bright Pattern
FEBRUARY 5, 2019
Of course, no one likes to talk about the amount of work that goes into automation. Everyone’s talking about self-service automation, it seems. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.
Myra Golden Media
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses.
Envision
JANUARY 22, 2019
There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line. I've recently purchased a new software application for my business.
Andrew Mcfarland
AUGUST 22, 2017
In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the. In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. Best Practices Customer Experience Automation Back to School Customer Journey Environment Metrics Objectives
Myra Golden Media
JANUARY 13, 2018
These seven statements are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction.
Contact Center Pipeline
SEPTEMBER 7, 2017
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics?
Myra Golden Media
DECEMBER 28, 2018
And I’ve made this course free for you. Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do.
Myra Golden Media
DECEMBER 17, 2018
In my How to Deliver Bad News to Customers LinkedIn Learning course, I share four keys for how to deliver bad news, whether that’s over the phone, chat, or in person. Sample this course or go right ahead and take the full 48-minute class right here.
Avoxi
APRIL 4, 2019
Of course we think… The post Best Virtual Number Providers in 2019 appeared first on AVOXI. If you're looking the best virtual phone number provider for your business, you've come to the right place. Finding the best virtual business phone service doesn't have to be difficult. Whether a large or small business, you're sure to find the best virtual phone number service provider for your specific needs here.
Blueworx
DECEMBER 11, 2017
I mean of course besides being an awesome team of people who might play ping pong between […]. So, who are we exactly and what is it that we really do? The post 12 Days of Blueworx appeared first on Blueworx.
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