Customer Service Training: 21+ Tips, Activities, and Courses
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
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15 Top Customer Service Training Courses for Your Agents (Half Are Free)
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”
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Learning about customer service should not be seen as an event, but rather as a process.
Bill Quiseng
MAY 24, 2023
Of course not. It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. Develop your people with customer CARE education. Be GREAT out there!
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[Interview] Improve Your Customer Service Training with This Expert Advice
Comm100
JULY 28, 2016
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. Below is the transcript of the interview.
Do More In ‘24: Ten Customer Service and CX Tips for the New Year
ShepHyken
DECEMBER 26, 2023
I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Of course, you have, and I’ll bet you didn’t like that surprise. Happy New Year! And for everything else, too!
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Top 10 Customer Service Acronyms to Use Every Day
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. From your customers’ perspective, they have a legitimate complaint, and they expect an apology. Use the C.A.R.E.S.
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.
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251 How to Pick the Right Customer Service Training Software
CSM Magazine
NOVEMBER 1, 2018
Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.
Customer Service Versus Customer Experience … What’s the Difference?
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.
Customer Service Training: Empowering A Service Mindset
Integrity Solutions
SEPTEMBER 28, 2023
It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.
How Much Does It Cost to Give Great Customer Service?
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!
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Top 5 Customer Service & CX Articles for Week of June 17, 2024
ShepHyken
JUNE 17, 2024
Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.
Top 5 Customer Service & CX Articles for Week of April 29, 2024
ShepHyken
APRIL 28, 2024
Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.
Top 5 Customer Service & CX Articles for Week of April 1, 2024
ShepHyken
MARCH 31, 2024
Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?
Training Solutions That Can Improve Your Customer Service Management Style
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.
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Top 5 Customer Service & CX Articles for Week of May 20, 2024
ShepHyken
MAY 19, 2024
Each week, I read many customer service and customer experience articles from various resources. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service). Here are three ways to “take out customer trash.”
Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed
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. Where to Start.
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Top 5 Customer Service & CX Articles for Week of April 1, 2024
ShepHyken
APRIL 1, 2024
Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?
5 Top Customer Service Articles of the Week 7-12-2021
ShepHyken
JULY 12, 2021
Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.
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Customer Service Week: A Time to Celebrate Customers AND Employees
ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.
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Top 5 Customer Service & CX Articles for Week of March 18, 2024
ShepHyken
MARCH 18, 2024
Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course.
5 Top Customer Service Articles of the Week 5-10-2021
ShepHyken
MAY 10, 2021
Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customer expectations have changed (as in increased). Here are my top five picks from last week.
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Our Customers, Not Our Competition, Are the Reason Customer Service Is Important
ShepHyken
DECEMBER 7, 2022
When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” . Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .
5 Top Customer Service Articles For the Week of March 15, 2021
ShepHyken
MARCH 15, 2021
Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. 12 Golden Rules for Customer Experience Strategy by Steven van Belleghem. Most aren’t succeeding.
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130 Brooklinen’s Winning Formula for Customer Service Training and Performance Management
Stella Connect
JANUARY 9, 2018
In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Several big benefits flow from this wealth of data.
Improvements to Make If You’re Getting Bad Customer Service Survey Results
Vonage
DECEMBER 13, 2018
Disappointing results on a customer service survey can be more than demoralizing. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training.
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Customer service training, or service education. What’s the difference?
Up Your Service
OCTOBER 25, 2016
Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.
5 Top Customer Service Articles of the Week 6-28-2021
ShepHyken
JUNE 28, 2021
Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Of course, you do! by Carl Smith.
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Create a customer service culture to stand out in the crowd
Vonage
OCTOBER 2, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.
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Create a customer service culture to stand out in the crowd
Vonage
JULY 13, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.
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Top 5 Customer Service & CX Articles for the Week of September 11, 2023
ShepHyken
SEPTEMBER 10, 2023
Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. Of course, this is a lot easier said than done. Of course not!
Your Agents Need Customer Service Coaching and Less Micromanaging. Here’s How.
Kustomer
SEPTEMBER 4, 2023
If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.
3 Fantastic Things About Our Online Customer Service Training
Myra Golden
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.
5 Customer Service Language Hacks
Customers That Stick
OCTOBER 9, 2014
The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.
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Top 5 Customer Service & CX Articles for Week of February 26, 2024
ShepHyken
FEBRUARY 25, 2024
Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.
5 Top Customer Service Articles of the Week 10-24-2022
ShepHyken
OCTOBER 24, 2022
Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Who doesn’t want their customers to love them? So, what do you do to get your customers to love you?
Top 5 Customer Service & CX Articles for Week of January 29, 2024
ShepHyken
JANUARY 28, 2024
Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. My Comment: Here’s an excellent article about bad customer service.
Try a Triage Approach to Customer Complaints
ShepHyken
AUGUST 6, 2024
Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. This reminded me of commercials I remember seeing when I was a kid.
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Top 5 Customer Service & CX Articles for the Week of September 25, 2023
ShepHyken
SEPTEMBER 24, 2023
Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?
20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)
ShepHyken
DECEMBER 18, 2019
Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.
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Top 5 Customer Service & CX Articles for Week of February 12, 2024
ShepHyken
FEBRUARY 12, 2024
Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.
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Price Is Only Relevant in the Absence of Value
ShepHyken
OCTOBER 10, 2023
Of course, every company, Disney included, has to be somewhat competitive with compensation and benefits. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There are companies, like Disney, that have achieved that. Connect with Shep on LinkedIn.
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Top 5 Customer Service & CX Articles for Week of October 23, 2023
ShepHyken
OCTOBER 23, 2023
Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.
Top 5 Customer Service & CX Articles for Week of October 9, 2023
ShepHyken
OCTOBER 9, 2023
Each week, I read many customer service and customer experience articles from various resources. It’s Not All Negative: How Bad Customer Reviews Create Revenue Opportunities by Cynthia Sener (Total Retail) Although negative reviews can raise a red flag for consumers, they also present a unique opportunity. But it happens.
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