Trina Rimmer

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4 Writing Tips for Better Learning Content

Trina Rimmer

They also don’t care about your mission statement, your CEO’s strategic plan, or your 4 pillars of customer service. A SME hands you their source material for a critical training project. Well, neither will your audience. So now what? How do you turn wordy corporate speak into compelling, purposeful content? 1. Speak to the individual. Use the “we-we” test. Avoid superlatives.

Fabulously Retro Customer Service Training

Trina Rimmer

In my quest to add some creative spin to a customer service leadership program I'm developing for a client, I turned to YouTube for inspiration. Customer relationship-building /engagement. While I didn't find anything particularly helpful with my current project, I did find a new addition to my every-growing list of  so-bad-they're-good training films/videos.

Confessions of an Occasionally Lazy Instructional Designer

Trina Rimmer

Or when the call-center's average wait times are up, we must need more/better telephone customer service training, right? On occasion I've taken design shortcuts that resulted in mediocre (maybe even some lousy) eLearning. There, I said it. In some more recent cases, the design shortcuts I took seemed necessary because of the timeline for the project. Going with Your Gut. Almost.

Feeling Creatively Blocked? Try Consciously Procrastinating

Trina Rimmer

Oh, and people are supposed to learn something from it too. I was recently faced with this challenge when a client approached me about scripting a video of a sales and service conversation. From the outside, I'm sure I didn't look like someone who was composing a detailed sales & service conversation. But this time around, I felt creatively paralyzed. Delight Design Featured

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Workbook: Gamification and Your Enterprise Learning Strategy

use gamifi cation to increase customer retention, help people improve their health, grow. Example 1: Toys”R”Us Canada identified rolling out their Omnichannel strategy to drive revenue by creating a seamless customer experience across all channels. their customers. those issues are costing the company in terms of lost revenue, lost productivity, customer loyalty, etc.

Top 5 So-Bad-They’re-Good Training Videos

Trina Rimmer

Nintendo's 1991 Customer Service Training:  What happens when you depict customers as stereotypes and then add in a dose of smug superiority? If If you believe this video from Nintendo, you've got the makings of great customer service.  . #4. I'm not sure which fatal flaw put the following videos over the top.  Don't worry about it!  Delight Featured

6 Tips To Improve Customer Service With Online Training


How To Improve Customer Service With Online Training. The quality of your customer service has the potential to make or break your business. negative experience can lead to bad word of mouth, unfavorable online reviews, and high customer complaint rates. Use branching scenarios to improve customer interactions. Develop simulations to build service skills.

The #IndieTech Approach to LMS Customer Service

Wisetail LMS

While most software companies spend a high percentage of resources on marketing to connect with people outside of their current client base, Wisetail has deployed the reverse by investing in high quality LMS customer service. The post The #IndieTech Approach to LMS Customer Service appeared first on Wisetail. All Client Experience (CX) LMS Best Practices Customer service CX indietech LMS

Customer Service: Well Done is Better than Well Said


previously used this company and was happy with their work, plus they have outstanding customer service so I was comfortable hiring them again. ” to customer service. My experience with this vendor reinforces the idea that quality customer service is extremely important to generate new, and retain existing, business.

Customer Service Run Amok

The Peformance Improvement

I’m afraid we are witnessing a trend in customer service that signals the end of a short-lived focus on the customer. Call me old-fashioned, but I think this is a huge mistake on the part of companies that want to retain customers in a highly competitive environment. Now, you’d think that a company that size would have state-of-the-art, world-class customer service.

The Cost of Misinformation in Customer Service


Whether your business deals with sales, in-home services, on-site technical support, or customer support by phone, your front-facing employees need access to the right tools in order to meet and exceed your customers’ expectations. 53% of customers who ask a question on Twitter expect a response within one hour, regardless of when they tweeted. This is costly to your bottom line in three key capacities: lost revenue, weak customer relationships, and negative brand sentiment. 1. Weak customer relationships. They include: More spending per customer.

16 Metrics of Healthy Customer Service-Oriented Businesses: Part Two


For example, a competitor may differentiate her hotel on customer service, generating a higher occupancy rate at the same cost. Determine how customer service from improved employee training can increase both your occupancy rate and bottom-line. As these have a heavy customer service component to them, this metric can help measure the success of these programs and whether improvement needs to be made in the training of front-line personnel. The post 16 Metrics of Healthy Customer Service-Oriented Businesses: Part Two appeared first on Inkling.

7 Secrets for Measuring Training Program ROI with People Analytics

Amazon Web Services, Digital Ocean, and Rackspace has enabled people to write software. byproduct of providing their service. Customer service representatives use cloud platforms to track, assign, and. answer customer tickets. 7 Secrets for. Measuring. Training Program. ROI with People. companies believe that. using people analytics is. important,” but just 8%.

Applications of online training: customer service


Customer service training is in fact the blueprint for a company’s entire support process.  A solid training program ensures that a team operates to consistently deliver good service to customers, with or without a game plan. Offering customer service training to employees has been shown to drive sales and give businesses a strong competitive advantage.

16 Metrics of Healthy Customer Service-Oriented Businesses: Part Three


Conversion percentage: The first step in finding out your store’s conversion percentage is tracking the number of footfalls (customer visits) to the store. If your percentage is low, gather customer feedback to find out where expectations weren’t met and make changes to correct them. For every poor interaction in your store, customers need 12 excellent ones to restore their faith. Complaints are also more likely to reach additional potential customers than any other type of feedback. Operational Excellence. Use this metric to track which categories do well.

Trust, Employee Engagement, and Customer Service

The Peformance Improvement

The latest " 10X10 " (ten tips and ten resources) from RealTime Performance is about customer service. It's a useful list of ideas for improving employee performance as it relates to customer service and a book title that corresponds to each suggestion. The key to most successful relationships with customers, as it is in all relationships, is a sense of mutual trust.

eLearning Humor – The Importance of Customer Service Training

eLearning TV

A humorous eLearning Icebreaker highlighting the importance of customer service training in the workplace. authoring tools compliance training corporate education custom elearning customer service training hospitality training learning management system lms Feel free to download the video and use it in your next eLearning course or live training. click link to visit website for full episode, links, other content and more!]. Animation - Relevant & Fun!

Why Customer Service is The Most Important Part of Business


Everyone’s had nasty experiences with customer service. Customer service is all about the Customer’s experience. If promises cannot be fulfilled by employees in customer service, then business can easily be lost. When customers think about the products they own, they often think back to their experiences with the product. The Experience.

4 Ways to Close the Learning-Doing Gap for Front-Line Managers [GUIDE]

companies to build their own custom solutions”. provides a full range of services to support the design and delivery of your. customer service and innovation. FOUR WAYS TO CLOSE THE. LEARNING-DOING GAP FOR. FRONT-LINE MANAGERS 4FOREWORD We’re in business to help organizations. achieve their goals by making sure their. employees have the knowledge and skills. managers.

How Better Customer Service Training Turns Angry Customers into Brand Ambassadors


Any customer-facing organization understands that it’s fairly impossible to keep everyone happy, all the time. Even companies known for their excellent customer service training and experience are bound to have some users with complaints, and those complaints can reverberate through social media and sully your reputation. Did a customer totally put your company on blast?

16 Metrics of Healthy Customer Service-Oriented Businesses: Part One


At Inkling, enabling operational excellence for enterprise companies is what we’re all about, and helping them deliver first-rate customer experiences is key. So when we came across Forbes’ blog post identifying five crucial customer-centric employee traits , we were intrigued. Duly inspired, we have compiled our own list of metrics that define a healthy customer service-oriented business. Specifically, quick-service restaurants (QSRs), retail organizations, and hotels. Operational Excellence. 1. For some QSRs, this is a low figure. Employee Productivity. 3.

Customer Service – Food for Thought

Enspire Learning

People working for both of these businesses need to share a common preoccupation, though: customer service. More often than not it is the quality of the service experience, not just the quality of the training or the meal, that brings customers back for more. How can you improve your customer experience? Some restaurants sling pre-packaged value meals.

Educate everyone

E-Learning Provocateur

To me, Hyundai stands out from the myriad other car makers as a leader – not only in innovation, but also in customer service. In contrast, marketing is outward focused; its specialists are charged with attracting more customers. How about combining e-learning with marketing to engage customers? It heralded a new dawn in educational technology. Then… nothing.

Whitepaper: When The LMS Isn’t Enough

give their LMS high marks in terms of value for price In the survey, many respondents identified their top reasons for looking for a trade-in: • Poor reporting features • Difficult to use • Poor customer support • Out-of-date appearance • Inability to adapt to changing needs • Lack of mobile features “In a nutshell, far too many organizations feel they are paying. Turbocharge your LMS.6

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. But when the western region’s workforce grew from 12,000 to 16,000 employees in two years, a comprehensive business review revealed customer satisfaction issues such as inconsistent service, late product delivery and client relationship concerns.

50 Ways to Lever Learning

The Peformance Improvement

Performance measurement – learning from measures of performance such as sales figures, production numbers, and customer service feedback. Coaching Communication Customer Service Employee Engagement Evaluation Human Resource Development Leadership Development Learning Culture Management Organization Culture Organizational Learning Teamwork Training Training Impact

How wearables might work to train employees in customer service roles

Spark Your Interest

In this post we’ll look at the potential use of wearables in customer service work and more specifically how we use them for training and development purposes. First of all, let’s clarify what customer service roles considered for the purposes of this post. Retail service. Food service. Financial service. The most common is that employees are interacting directly with their customers constantly. Service-based businesses, especially large chains, often have many employees. Travel agents and tourism providers.

SMEs: From Smackdown to Nirvana

Social Learning

Collaboration Tools customer service Project Management/Project Delivery subject matter expertsSubject matter experts (SMEs) are the lifeline of work for instructional designers, trainers, and facilitators of learning. SMEs bring the content to life and provide both relevance and context.

Microlearning Whitepaper: Small Bites, Big Impact

knowledgeable and demanding customers, risk and compliance requirements and more— but they must also be prepared to shift gears in mid-stream—acquiring more or different. customized for employees based on criteria such as job. self-service learning. customer demands and additional compliance requirements were negatively impacting. Microlearning: Small Bites, Big Impact.


Origin Learning

Customer comes first; always. While some businesses were fortunate to inform their customers, the devastating impact of the calamity made many others go incommunicado! How were its global customers taking this situation? Focus on customer service and deadlines. ORIGIN resumes operations successfully from December 7. Everything came to a grinding halt.

The Benefits of Using a Customer-Oriented Learning Management System (LMS) Vendor


Someone famously asked Henry Ford if he had talked with customers for their opinions before creating an automobile for the masses. Today’s customers have problems that are unique to their business processes, and they know exactly what functions and abilities they need their learning management system to perform. GyrusAIM Training Customer Service eLL training

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Performance Management and Alignment of Values

The Peformance Improvement

These days, the competition is fierce and the expectations of customers are high.  Customer Service Employee Engagement Leadership Management Organization Culture Teamwork Accenture Amazon Bezos Hseih Nanterme Zappo'sAmazon. Apparently, Bezos thinks that Amazon is a happy, collaborative culture. This isn’t what many employees are reporting. There must be alignment.

How can we help you? Customer Service at TechSmith

Visual Lounge

Here at TechSmith we pride ourselves in our Customer Service. Here are the questions that we most commonly hear in Customer Service and where to find the answers… I lost my software key! If you register  your software key then we will email you free updates, information on upgrades, and special customer-only offers. Commonly Asked Questions.


What Gets Measured Gets Done…Revisited Again

The Peformance Improvement

One implication of the phrase is that if you measure something (customer service, productivity, sales, revenue, etc.), once consulted with a state Blue Cross Blue Shield office that proclaimed their commitment to customer service but evaluated customer service reps on the basis of how many calls they handled each hour. Many examples refute this logic.

The Golden Age of Customer Feedback


Engaging customers from the beginning to the end of the product development cycle is critical for the acceptance of products, both with current and future clients. Not engaging customers results in a “failure-to-launch” scenario, which benefits nobody. The post The Golden Age of Customer Feedback appeared first on Gyrus. Communication LMS Customer Service eLL

Attention LMSs – I’m mad as…

eLearning 24-7

Morale of the Story. I’m the customer here and not you.  If the customer requests contact via e-mail, then do it. That is to say, you buy, they change the front look and a logo and implement it (assuming you did not do any real customization). If I see it with my own eyes, as the customer of your system, then it should be fixed. Guess what happened? He called me.

Ecommerce: One Size Does Not Fit All

The Peformance Improvement

It’s as if companies forget everything they know about customer service when they build a Web site. The gap between an elegant Web site from an IT point-of-view and the quality of experience from a customer’s point-of-view appears to be as wide as ever. All organizations whether government, business, or nonprofit, need to design the Web experience for the customer, not for IT.

Dealing with Upset Customers: The Advanced Guide

ej4 eLearning

Though everyone has to deal with a disgruntled customer at one point or another, that encounter doesn’t have to ruin your day— or theirs. Unfortunately, a lot of the customer service advice out there is pretty trite: stay calm, listen, solve the problem, the customer is always right. The post Dealing with Upset Customers: The Advanced Guide appeared first on. Customer Feedback Customer Service eLearning Training & DevelopmentIn business, you can’t please everyone. That’s [.].

Employee Satisfaction and Engagement Once Again Linked to Financial Success

The Peformance Improvement

Market characteristics included customer satisfaction, retention, and loyalty. major finding was “… a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance.”. Develop a healthy mix of employee cooperation and competition for the benefit of customers. They used R.A. Cooke and D.M.

How Your Company Can Use eLearning to Achieve Great Customer Service


Due to the bad reputation customer service can receive, many people dread having to call their service providers for fears of such a situation, which can have an adverse affect on your company. There are two ways in which this fear of customer service can be harmful to you and your company. The first reason is if a customer has a need to call you but is afraid to, then you are unable to help them. The second reason is people will begin to associate customer service with bad interactions. What is Customer Service?

Culture Change and Leadership

The Peformance Improvement

The experience of Andrea Whitmer , a customer of Vocalocity who happens to be a blogger, suggests that the actions of the company are aligned with Kellum’s values. This alignment is evident in customer service and quality of the products that Whitmer reviewed. The culture of a company is shaped by the values and behaviors of its leaders. In an interview that N.Y.

Joy to the World of Work

The Peformance Improvement

Communication Customer Service Employee Engagement Leadership Organization Culture Organizational Learning Teamwork Edgar Schein joyful workplace Menlo Innovations organizational culture Richard Sheridan  . It’s fitting, in this holiday season, to be talking about "joy". These observers have been proven wrong and every indication is that Menlo is sustainable. Joy, Inc.

Customer Satisfaction: Gaming the System

The Peformance Improvement

When it comes to measuring customer satisfaction, managers are gaming the system. They are advising customers to answer survey questions in a way that makes the manager look good, i.e., a rating of 5 on a 5-point scale. Rather than trying to improve the customer experience, they are trying to improve their scores. Customer Service Run Amok. Related articles.

Each one teach one customer service

Jay Cross's Informal Learning

Here’s a worthy idea. Mobilize your users to support one another via Twitter. This instance is part of the latest upgrade to Firefox. The push button takes you to their Tweetstream. Informal Learning Working_smarter

Target: Questionable Customer Service


Here is how my visit went: I walked up to Customer Service, and placed the wine opener on the counter. have been a satisfied Target customer for years. have no doubt that Target does have the store policy that was quoted to me, but I would also hope that customer service employees have some flexibily on how they deal with the public. contact their corporate buyer.

Smash your wall

E-Learning Provocateur

How often do we see things being done that ignore or even work against the interests of the customer? What really matters is what our customers want. customer centricity Berlin Wall corporate values customer serviceThe recent historic events in Egypt remind me of the Peaceful Revolution in East Berlin in 1989. died trying to cross from West to East.