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.