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Category: Customer Service Training
Customer Service

11 Rules For An Outstanding Customer Service Training Program

 

A skilled customer service provider can compensate for a myriad of process and policy failures. One single person, with no customer service training or customer service skills can have catastrophic implications in a world where global word-of-mouth is a mouse-click away. Whatever you do, don’t leave a customer service training program to chance.

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Customer Loyalty

The Science of WOW! Customer Service Research is Out

 

The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.

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customer service language barrier
Customer Service

How to Deal With Customer Service Language Barriers

 

In today’s global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your language. It can be a tremendously awkward and frustrating customer service situation for all concerned. Here are six rules for training to overcoming language barriers

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6 Pillars Of Customer Service
Customer Service

Guide Your Customer Service Training Initiatives With These Six Pillars of Customer Service

 

When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is the specific behaviours that need to be targetted. What are the performance gaps that need to be closed?

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Customer service behaviours fall into six fundamental categories, which we refer to as the Six Pillars of Customer Service. They provide a good starting point for the development of customer service training programs, coaching plans or incentive strategies…

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Customer Service

Change Your Words, Change Your World

 

It’s amazing how much of a difference small changes in our language can have on our ability to influence, persuade, motivate – or even just get along better with people.

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