Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. This is for them, after all!

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. Don’t let training fade out.

Training 213

Training Culture Customer Service Training Customers 213

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Comm100

JUNE 16, 2016

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. Customer Service Means…. Duration: 5-10 minutes.

Customer Service Training 100

Customer Service Training Training Customer Service Groups 100

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. For more info, view or Terms of Service & Privacy Policy. You're here because you're looking for a great CX training course, and I've got eight to share with you.

Course 35

Course Training Customer Journeys Customer Experience 35

Who's Your Gladys?

OCTOBER 22, 2014

It could be a coworker who isn’t very gracious, a staff member who won’t follow process, or a customer who wants more than you can give. customer service training Difficult Conversations with Customers' And we know we have to talk about.

Customer Service Training 201

Customer Service Training Training Communication Customer Service 201

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

NOVEMBER 12, 2024

Even if the advisor hits the financial goals, the relationship may not be strong enough to retain the client without an adequate level of communication. So one word, communication , is the answer. That made me wonder about the reasons good companies lose customers. Connect with Shep on LinkedIn.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

Who's Your Gladys?

SEPTEMBER 23, 2014

Communicating with Customers Customer Service guest blogger abusive customers customer service training donna earl emotional intelligence' Sometimes if you don''t tell them what they want to hear, they become abusive.

Customer Service Training 177

Customer Service Training Management Training Communication 177

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Customer Service Training Ideas Your Team Needs.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

ShepHyken

MARCH 20, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. He makes it clear that when customers contact him when they’re unhappy, their problem will be taken care of with no hard feelings or defensive behavior – from either party.

Communication 114

Communication Culture Policies Customer Service Training 114

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. Structured Training.

Social Media 145

Social Media Course Training Marketing 145

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

CSM Magazine

NOVEMBER 4, 2019

“Using professional actors to deliver immersive and interactive training makes perfect sense because they are the experts in voice, body language and how to calm nerves if someone lacks the confidence to approach customers or interact with them,” says Lucy Morgans, creative director at soft skills training experts Hendrix Training.

Customer Service Training 80

Customer Service Training Training Customer Service Hospitality 80

Comm100

AUGUST 29, 2021

While omnichannel support improves the customer experience, as well as the agent experience, businesses have more to consider when allocating resources and training service agents. Employers are always looking for unicorn employees, but can you train someone to be a jack of all trades? Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Comm100

NOVEMBER 30, 2017

You could simply give technical training on the new system, then let your agents loose. This could mean though that agents aren’t prepared enough to adapt their existing customer service knowledge to the live chat system – which could cause negative encounters with customers through misinterpreted comments, slow chats, or grammar gaffes.

Training 112

Training Customer Service eBook Tips 112

Customers That Stick

OCTOBER 27, 2014

That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. First we need to understand our customers’ preferences.

Customer Service Training 158

Customer Service Training Training Communication Course 158

ShepHyken

OCTOBER 27, 2024

But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication. Proactive communication is a way to show your customers you care about them.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

Myra Golden

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. I’m a contact center supervisor who trains, yet I don’t have a training background.

Training 105

Training Customer Service Contact Center How To 105

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says.

Customer Service 341

Customer Service e-support Self Service Customers 341

CSM Magazine

APRIL 25, 2022

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. This article looks at some of the best training solutions in more detail. Mental Health Training. Industry Training.

Training 97

Training Customer Service Management Customer Service Training 97

CSM Magazine

AUGUST 27, 2024

However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. Who benefits from gamification-based training?

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

Myra Golden

JUNE 8, 2018

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. Key Takeaways: An introduction to the communication chain and why you must never leave the chain unlinked – because that makes customers talk more.

Training 93

Training Course Customer Service Training Study 93

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. The topic is communication and transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly.

Communication 96

Communication Airlines Customer Service Training Leadership 96

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Use “We” sometimes and “I” sometimes. Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

ShepHyken

MARCH 11, 2025

What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating. AI has become the topic of the day, and the strides made in automation and self-service have come a long way. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Self Service Chatbots Customer Service Training 85

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. They must be trained to it. They must live it.

Culture 158

Culture Hotels Customer Service Training Training 158

ShepHyken

MAY 1, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. He makes it clear that when customers contact him when they’re unhappy, their problem will be taken care of with no hard feelings or defensive behavior – from either party.

Communication 18

Communication Culture Policies Customer Service Training 18

ShepHyken

OCTOBER 22, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Customer Service Week 2024 : This special week is celebrated the first full week of October. They are short and informative, and organizations use them for employee meetings and training.

Retail 79

Retail Video Customer Confidence Culture 79

Win the Customer

NOVEMBER 20, 2024

Implementing Empathy in Customer Service Train Your Team: Invest in training programs that teach your customer service team how to actively listen, empathize, and communicate effectively. Encourage Open Communication: Foster a culture of open and honest communication within your organization.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training. Appreciate.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Comm100

OCTOBER 23, 2017

(Note that although these tips were written with customer service agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. A Tangled Spider Web. When: Before Halloween. Blair Witch Short Film.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. Communicate. Then Communicate Again. Invest in storytelling and communication.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Ecrion

JULY 14, 2020

The good news is we live in an age of futuristic customer service technology. Tools like video communication, artificial intelligence, and self-service portals can help you to provide an amazing experience to your customers. Read on to learn how technology is changing the customer service industry.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

JUNE 22, 2022

However, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn’t make it right. But for training purposes, you have to acknowledge the intent before focusing on the change of behavior. . The correct use of a preposition?

Customer Service Training 138

Customer Service Training Training Retail Communication 138