Fabulously Retro Customer Service Training
JULY 15, 2011
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.
4 Writing Tips for Better Learning Content
AUGUST 14, 2014
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.
Confessions of an Occasionally Lazy Instructional Designer
JANUARY 16, 2012
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
SEPTEMBER 21, 2011
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
Leaving performance reviews behind: Where to start [Guide]
customers, and 10% to 20% fewer on-the- job accidents.” 8 Part 2: Setting. For example, a customer might make. customer service and innovation. 1Making Dynamic Performance. Development a Reality eGuide 3Introduction Does your organization want to adopt. more dynamic approach to managing. performance and developing employees? We see a stampede of organizations. sprints.
My Customer Service Reps Are Better Than Yours
AUGUST 10, 2016
Working on the front line in customer service, whether in person or over the phone, can be tough. “No customer picks up a phone and calls a call center, sends an email or asks to chat with an agent because they’re super happy with their service,” said Marilyn Tyfting , senior vice president and chief corporate officer for TELUS International. Engagement is a team sport.
Customer Service: Well Done is Better than Well Said
SEPTEMBER 2, 2015
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.
Training Manager Frustrations: The Customer Service Solution
OCTOBER 18, 2016
Training Manager Frustrations: The Customer Service Solution. Everyone wants to receive good customer service and every company would like to think they offer acceptable to great customer service. Yet we all have horror stories of disappointing service we’ve experienced. It’s every service manager’s worst nightmare. 2015).
8 Key Customer Service Skills Every Employee Needs
SEPTEMBER 12, 2016
Good customer service skills make a difference to your bottom line. If your business has customers, you and your team needs customer service skills. Accordingly, I’ve included some ideas for practicing these at work so your entire team can get better at attracting and delighting your customers. Most customers don’t know your company procedures.
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.
The Cost of Misinformation in Customer Service
FEBRUARY 9, 2016
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.
Customer Service and eLearning
AUGUST 12, 2016
With over 13 million employees working in either retail or restaurants, customer service accounts for a vast majority of online learning. From new hire onboarding to operational training to compliance, most customer service organizations need valuable learning for each type of employee. In order to compete in the customer service world, employers must keep their employees up-to-date with the latest training and requirements. The biggest training requirements for customer service can easily be taught through online learning. Soft Skills.
The #IndieTech Approach to LMS Customer Service
JUNE 9, 2016
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
16 Metrics of Healthy Customer Service-Oriented Businesses: Part Two
MAY 16, 2016
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.
Applications of online training: customer service
DECEMBER 17, 2013
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.
De-escalate Your Angry Customers with Customer Service Training
SEPTEMBER 14, 2016
This statement differentiates good and bad customer service. The experience you deliver to your customers is the most important factor and it marks the success of your business. In this context, customer service training takes the center stage. In organizational parlance, it is the employee who interacts with the customer. How it benefits the customer.
Customer Service Run Amok
The Peformance Improvement
AUGUST 15, 2013
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.
Trust, Employee Engagement, and Customer Service
The Peformance Improvement
JULY 13, 2011
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.
16 Metrics of Healthy Customer Service-Oriented Businesses: Part One
MAY 9, 2016
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.
Six Customer Service Training Tools
AUGUST 24, 2016
Whether it's a piece of software or clothing, there's also customer service behind it, and behind every customer service there are people. This article covers the top six customer service training tools that will help you turn new hires and even seasoned pros into communication experts. Shared. Every company offers more than its products. Read more ».
16 Metrics of Healthy Customer Service-Oriented Businesses: Part Three
MAY 23, 2016
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.
Why Customer Service is The Most Important Part of Business
OCTOBER 4, 2015
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.
How Better Customer Service Training Turns Angry Customers into Brand Ambassadors
MARCH 2, 2016
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?
eLearning Humor – The Importance of Customer Service Training
SEPTEMBER 12, 2013
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!
APRIL 18, 2016
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.
How wearables might work to train employees in customer service roles
Spark Your Interest
MARCH 10, 2015
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.
Dealing with Upset Customers: The Advanced Guide
AUGUST 19, 2015
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 [.].
50 Ways to Lever Learning
The Peformance Improvement
DECEMBER 16, 2015
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
Cultivate a Culture of Customer Service
OCTOBER 11, 2013
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.
5 Master Tips for Creating Customer Service Training Courses
JULY 6, 2016
While markets become increasingly volatile and competitive, it is high time for businesses to focus on customer service and make sure each individual client is satisfied and wants to come back. Did you know that 70% of purchase experiences are based on how a customer feels he or she is being treated, while 91% of unhappy clients refuse to willingly do business with the company again?
SMEs: From Smackdown to Nirvana
FEBRUARY 4, 2016
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.
How a Modern Approach to Learning Invigorated Training at MCAP and Boosted Customer Service by Shelly Woodley
Learning Solutions Magazine
DECEMBER 11, 2016
If goal statements for learning and development programs are to be more than aspirational, it takes a systematic approach that makes use of what we know about learning and performance to meet those goals and to generate results. This is the story of how a mortgage financing company used gamification and adaptive learning to improve its already exceptional training programs. Design & Development Tools Games & Learning Training Strategies
The Benefits of Using a Customer-Oriented Learning Management System (LMS) Vendor
SEPTEMBER 11, 2015
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
TOGETHER, WE COULD!
DECEMBER 18, 2015
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.
Making your Implementation Execution as Successful as Hamilton: An American Musical
NOVEMBER 9, 2016
Blog #2 Customer Service Excellence during Implementation. In my last article I shared how providing good customer service should never be your goal. Excellent customer service flows naturally from a corporate commitment to excellence in all areas. Let’s start at the beginning of a customer service relationship, with Implementation.
Performance Management and Alignment of Values
The Peformance Improvement
AUGUST 22, 2015
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.