The holiday shopping season is nearly upon us, and consumers are already overwhelmed. While the holidays are meant to be a time of good cheer, the reality is that pressures due to gift buying and travel often yield heightened emotions. What’s more, a month’s long string of low unemployment and strong consumer confidence across the […]
Category: Customer Service
Good training is the first step to building loyal relationships with your customers, and providing a better working environment for your employees. These articles discuss how to train your customer service team to provide world class service.
According to Salesforce, customer service is the number one factor influencing how much a consumer trusts a company. And it’s not just external customer service (customer-facing interactions) that plays a factor in whether a consumer views an organization favorably either; it also includes customer service that reaches across an entire organization’s interior too.
Companies train for a wide range of situations. From fire drills to sales demos, training is an important part of getting things right when real-world situations arise.
Anyone who has worked in customer service knows that some customers can be extremely difficult, demanding, and even toxic. These customers can be abusive to customer service staff.
We’ve previously discussed the challenges that exist when trying to communicate face-to-face. Body language can send various nonverbal cues to others, whether we intend them or not. But it’s not just face-to-face communication that can cause unintended messages to be sent. Even when we communicate over the phone, via e-mail or text, there are various […]
Continued from yesterday’s post, here are a few additional tactics you can adopt to develop high-quality learning content for your external stakeholders. Curate Content To remain a valued and chief learning resource to your external stakeholders, curate content from multiple sources that they’ll find useful, interesting, and informative. This way, when they want to learn […]
Demanding, especially unreasonably demanding, customers can frustrate customers service staff who aren’t trained to deal with it. What can we do to make these situations less stressful?
Employees that work in customer-focused industries or roles can often feel overwhelmed. Let’s face it–customer service can be tough. People rarely call to tell you what a great job you’re doing. It’s to let you know something is wrong or to vent frustration. For many in these roles, these experiences can make it uncomfortable to […]
The term “customer service” is typically applied to external customers, but trainers don’t have “customers” in that traditional sense. Their customers are employee learners. And it’s imperative that they see their learners as customers they should be kept satisfied if they want their programs to be successful. Why? Because unsatisfied learners won’t continue to take […]
Nearly $1 in every $5 spent in the United States by 2024 will be on healthcare-related costs.1 There is no question that this industry will be booming in the years to come; and there’s also no question that it’s changing rapidly—you need your employees to keep up to date, and your employees, especially your top […]