Kayako

JANUARY 17, 2018

These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team. It looks like empowered , well-trained sales reps.

Customer Experience 527

Customer Experience Net Promoter Score NPS Touchpoint 527

Myra Golden

JUNE 8, 2018

Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. 4 ways to politely bring the call to closure after you have met all of the customer’s needs.

Training 93

Training Course Customer Service Training Study 93

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Cost of service.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service How To Customers Innovation 116

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Myra Golden

APRIL 23, 2020

And if you have a LinkedIn Learning subscription, this training is already paid for, and your team can get soft skills training right now. If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp.

Customer Service 101

Customer Service Course Policies Retail 101

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. The successful organizations are the ones that…figure out how to integrate technology but still truly connect to the customer face to face or on the phone.

Social Media 113

Social Media Customer Service Consulting Study 113

CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. The successful organizations are the ones that…figure out how to integrate technology but still truly connect to the customer face to face or on the phone.

Social Media 100

Social Media Customer Service Consulting Study 100

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Travel 53

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

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.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

DECEMBER 5, 2018

Inconsistent information: When a customer gets two or more different answers to the same question, what pain do you cause their brain? Poorly trained employees: It can tie into inconsistent information, but it’s more than that. Employees that demonstrate a lack of knowledge or competency frustrates customers. Then don’t be late!

Policies 127

Policies Case Study Advertising Banking 127

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Myra Golden

APRIL 17, 2017

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. All this is after a well-received training session or keynote. I created a task force of 4 customer service agents.

Customer Service 76

Customer Service Contact Center Call Center Fashion 76

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Policies Examples Customers 94

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service Training 52

Customer Service Training Training Customer Service Report 52

Myra Golden

JULY 1, 2020

I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. million job openings for customer service positions (customer service specialist, customer satisfaction, CRM, and Admin analysis)?

CRM 26

CRM Course Analysis Customer Satisfaction 26

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free. This eLearning is super easy! Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free. This eLearning is super easy! Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

DECEMBER 13, 2017

Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money.

Training 51

Training Customer Service Training Course Connections 51

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Book Your Virtual Customer Service Workshop Now!

Customer Service 59

Customer Service Conference Video Training 59

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 67

Customer Service Healthcare Customer Journeys Feedback 67

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service How To Customer Service Training Training 53

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

OCTOBER 1, 2018

Customer Service Week is a fantastic time to celebrate the VIP employees who take care of your customers, and it’s the perfect week to go all out for your customers. Give employees training at least a couple of times a year to keep them motivated and at the top of their game. Bring in food often.

Customer Service 11

Customer Service Tips Culture Customers 11

Myra Golden

JUNE 13, 2017

Yesterday I delivered a full-day of soft skills training to a new client in Denver. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? Training is customized to your needs. Her personal stories and experiences were insightful and valuable. •

Training 55

Training Groups Meeting Engagement 55

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Customer Service, SCORM 1.2-Compliant

Customer Service 59

Customer Service Video Course Customer Service Training 59

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Customer loyalty is a function of customers’ memories.

Net Promoter Score 153

Net Promoter Score Customers Brands Connections 153

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. ” People often ask me how we put together our tailored online training for clients. Read on to see how we create custom video training. Can we help you out with customized video training?

Customer Service 55

Customer Service Video Training Customers 55