INDUSTRY INSIGHTS YOUR PEERS ARE READING
By giving the customers a memorable experience of course! Customers today have a really short attention span. To hold their attention, brands need to leave a lasting impression. And how can they do that? MORE
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
As part of my screen test, I filmed a short, unscripted course called Leading a Customer-Centric Culture. Little did I realize at the time that the course would become the basis for the bestselling The Service Culture Handbook. 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
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
Often trainers only view themselves as “those who train” and their job as getting the candidates through the course and to the floor as quickly as possible. Secondly, consider the development and costing of the course and the associated materials. By John Cockerill. 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
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
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
Of course, we add your callers automatically. Did you know you can add your customers to your AnswerConnect web app? Continue Reading → The post Why You Should Upload Your Contacts appeared first on AnswerConnect Blog. Answering Service 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
Of course, we all are. “That’s not my job.” Have you ever made a request of someone only to hear those words? Or, have you been told, “we can’t do that.” Are you ever asked to do something that is not part of your job function? 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
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
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
In late 2017, I was approached by the company and given the opportunity to update the course with a new version. You can see the finished course here.) I analyzed comments from thousands of survey results from this course. 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
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
Of course, to be fair, many of us get a medium drink at the restaurants I mentioned because it’s part of the ‘value meal deal’ However, you still have the option to go large, and many of you do not because it is too extreme. Of course not. 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.
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
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.
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.
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to maintain context over the course of a conversation and. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer.
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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.
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.
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
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.
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.
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.
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
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?
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
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.
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.
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.
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
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.
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.
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.
Toister Performance Solutions
AUGUST 7, 2018
In late 2017, I was approached by the company and given the opportunity to update the course with a new version. You can see the finished course here.) I analyzed comments from thousands of survey results from this course.
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.
Ameyo
JULY 22, 2018
By giving the customers a memorable experience of course! Customers today have a really short attention span. To hold their attention, brands need to leave a lasting impression. And how can they do that?
Olympia Consulting
MARCH 20, 2018
Of course, we all are. “That’s not my job.” Have you ever made a request of someone only to hear those words? Or, have you been told, “we can’t do that.” Are you ever asked to do something that is not part of your job function?
Taylor Reach Group
FEBRUARY 12, 2019
Often trainers only view themselves as “those who train” and their job as getting the candidates through the course and to the floor as quickly as possible. Secondly, consider the development and costing of the course and the associated materials. By John Cockerill.
Toister Performance Solutions
OCTOBER 11, 2018
As part of my screen test, I filmed a short, unscripted course called Leading a Customer-Centric Culture. Little did I realize at the time that the course would become the basis for the bestselling The Service Culture Handbook.
Beyond Philosophy
JUNE 22, 2018
Of course, to be fair, many of us get a medium drink at the restaurants I mentioned because it’s part of the ‘value meal deal’ However, you still have the option to go large, and many of you do not because it is too extreme. Of course not.
AnswerConnect
JANUARY 15, 2018
Of course, we add your callers automatically. Did you know you can add your customers to your AnswerConnect web app? Continue Reading → The post Why You Should Upload Your Contacts appeared first on AnswerConnect Blog. Answering Service
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