Customer Service Training Blog
The $50,000 an hour gate agent
Conventional CEO wisdom is that top management is worth a fortune because of the high-leverage decisions they make. Exceptional employees can produce more.
How to Treat Coworkers With Respect
A respectful workplace is not only calm and inviting, but it shows that all employees involved in the workplace are cooperative and willing to work with one another. When you enter an office that is clearly not a respectful workplace, you may immediately feel that it is not a professional or controlled environment.
The Service Mentality
Top organizations have identified seven traits they find in their highest performing customer-facing team members. We refer to these traits as “The Service Mentality.” Let’s look at each one.
Build Respect at Your Workplace
The landscape in the workplace has changed significantly in a multitude of ways over the last few decades, which makes training employees on respect in the workplace more important than ever.
Investing in Customer Service Training
Effectively utilizing customer service training can help teach your employees to maintain a high level of performance. Typically, your customer service representatives are your first point of contact between your organization and your consumer base. Therefore, you will need to ensure that they are able to provide the best possible experience.
Defective Apologies
When someone accidentally bumps into us, we don’t expect compensation or punishment, but we very much want to be acknowledged. On the other hand, acknowledgment is insufficient when someone sought to profit from our pain. Civilization depends on the apology. When humans interact and something goes wrong, the apology builds a bridge that enables us to move forward.
ServiceSkills 1 Minute Explainer Video
60 Seconds about ServiceSkills customer service and communication training online learning.
Don’t Tell Your Customers “NO!”
Avoid telling customers No!. Use alternatives; like “I wish we could…” or “Here’s what we can do….” or “That’s not part of our inventory yet; however, we do offer these alternatives….”
Watch this short training lesson.
Use S.M.A.R.T. Objectives
Achieving individual objectives is critical to overall organizational performance. This video learning lesson describes the importance of deploying S.M.A.R.T objectives.
Diversity At Work
This popular Houndville animated lesson drives home the point that respecting and embracing diversity is a critical component for today’s enlightened workforce.
That Paperwork Will Wait
Meet Bob Backwards. He’s a charter member of the Customer Service Hall of Shame. Bob failed to understand one of the most important Cardinal Rules: People BEFORE busywork. Hint: Don’t be like Bob!
Your Customer Service Strategy
Reprinted with permission, Marketing and Management expert Seth Godin shares his thinking on the topic of customer service as a strategic marketing investment.
Avoid Weak, Wimpy Words
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
Understanding Customer Needs
The key to service and sales is recognizing a gap between where your prospect or customer is currently and where they’d like to be. Once you understand their needs you can then get to work on suggesting solutions your organization offers.
Handling Rejection
If you’re in the business of proposing ideas or solutions to customers, then occasional rejection comes with the territory. They keys are to understand it and not internalize it.
Practice Being Positive
Most people don’t purposefully set out to come across as negative. Sometimes human nature and social chatter cause us to inadvertently put down our organization. This awareness building video clip illustrates and addresses just such issues.
The Five Forbidden Phrases® of Customer Service
Many people working in the service industry seem to rejoice in alerting customers to what they CAN’T do. Huh? The only thing your customer is concerned with is what you CAN do for them.
Take The ‘Annoying Mouth Noises’ Audio Quiz
A humorous but realistic look at common, frustrating and rude noises that customer service reps may be subjecting their callers to.
How to Be Business Friendly
Five important concepts every customer-facing team member should be aware of!
Use Probing Questions To Improve Service
Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That’s when Probing Questions come into play!
Six Ways to Influence the Interaction
Covers six distinct methods any help desk or customer service agent is able to positively influence a customer interaction.
Generations At Work – Millennials
Diverse generations in today’s workplace can cause some challenges as well as many opportunities. This video lesson highlight’s both.
Email Apocalypse – aka the “Reply-To-All” error
Just because everyone has and uses email, doesn’t mean everyone knows how to use it properly. Most everyone has an accidental “reply to all” horror story to tell.
What To Say When Staff Waste Time Online
Employees have always wasted work time doing personal business. But in the age of Internet browsers, it can be more difficult to tell the difference. This lesson addresses why this problem happens.
How To Handle The Irate Customer
Learn the ASAP Technique. A highly effective 4 point plan to soothe and calm the angry, irate and upset customer.
How NOT to Handle A Complaint Call
When a customer contacts your organization with a problem or complaint, one of the worst things you can do is to be passive. Watch Paul Passive handle a complaint call.
Don’t Use Company Jargon On Customers
Every organization has their own unique short cuts, codes and abbreviations. It’s a mistake to confuse your callers and customers with internal jargon.
Great Service Starts with A Smile 🙂
Even if you never see your customer, a genuine smile comes through to the other side loud and clear!
Avoiding Excuses
One way to make an already frustrated customer get even more angry is to offer up worthless excuses. Customers just want their issues addressed and problems solved, NOT excuses!
Employee Development Courses
High-quality skills training designed to boost employee performance—and your organization’s bottom line One of the biggest struggles for management is this: determining how to effectively train new and existing employees to improve their performance, reduce turnover...