Customer Service Run Amok

The Performance Improvement Blog

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.

Customer Satisfaction: Gaming the System

The Performance Improvement Blog

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. Customer Service Run Amok.

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Listen to Your Customer

The Performance Improvement Blog

I heard Patrick Doyle , CEO of Domino’s Pizza, speak at a meeting of the Washtenaw Economic Club on Thursday (February 21, 2013). If customers didn’t like the new product, that could have been the end of his career with Domino’s. Now, everyone says that they listen to their customers.

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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.

State of the Front-Line Manager

customer service group, shift managers in your retail. manager, talent developer, motivator, customer. xxiii “The WhatWorks® Awards 2013 Lessons from the Best.” State of the. Front-Line Manager Management and Supervisory Skills Development Contents 2 Contents.

Learning and Performance Improvement in 2013

The Performance Improvement Blog

The Internet Time Alliance principals have made predictions for 2013. My prediction is that 2013 will be a time of sorting out instructional delivery methods, with mobile devices taking center stage.

ITA Predictions 2013

Clark Quinn

A confluence of technology and improved connectivity, increasing pressures for rapid solutions and better customer service, and demands for higher performance, will force the hands of many HRDs and CLOs to refocus from models of ‘extended formal training’ to place technology-enabled, workplace-focused and leader-led development approaches at the core of their provision. 2013 will be a great year.

ScreencastCamp 2013 Session Content

TechSmith Camtasia

In the presentation you’ll find out about cost, security and service involved with Wistia. Tips on engaging customers and telling a story in your screencast. The post ScreencastCamp 2013 Session Content appeared first on TechSmith Blogs. What is ScreencastCamp?

Internet Time Alliance Predictions for 2013

Jane Hart

2013 will be a great year. Smart companies will adopt radical management, putting the customer in charge and reorganizing work in small teams. The Principals of the Internet Time Alliance decided to take a collective look ahead to the new year, and share our predictions.

Top 10 LMSs for 2013

eLearning 24-7

Back again to bring this first in a series of rankings for the top ten learning management systems for 2013. That said, just as a reminder: Here is how these new rankings will work throughout 2013: Debut this month, update in July, final top 25 in Dec. I’m not a lead gen for the vendors listed – rather the goal is to provide you with vendors that meet numerous criteria including UI, features, support/service, mobile, feedback from current and past clients and future game plans.

Handling Customer Complaints on Social Media

ej4 eLearning

A 2013 PwC study shows that most companies aren’t receptive to the social media feedback they are receiving - 57% of companies don’t use social media for crisis management. Not knowing how to resolve customer complaints is one thing, but ignoring a complaint or fumbling [.].

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. Quinn contacted Linkage, a global leadership development firm, to help the western region’s customer-facing employees become better strategic thinkers.

Ecommerce: One Size Does Not Fit All

The Performance Improvement Blog

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.

Joy to the World of Work

The Performance Improvement Blog

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".

Culture Change and Leadership

The Performance Improvement Blog

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.

eLearning Humor – The Importance of Customer Service Training


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!

Customer Support – Making it simpler and better


Good customer support complements a great product or service and enhances the overall experience. But lately, with the paucity of time, customers have [.]. Emails have been one of the most popular support mechanisms and have long been in the scene. raptivity chat email Query Resolution Support

Best of Training Industry's 2013 findings

Training Industry

In 2013, Training Industry’s studies focused on a variety of topics, ranging from onboarding and knowledge transfer to the use of virtual environments in leadership development. Customer Service, Sales, and Information Technology (IT) have the highest reported turnover rates. High Performers rate their sales professionals two to four times higher when it comes to selling to customer executives, financial acumen, and negotiation skills than do Average Performers.

Badges of honour

E-Learning Provocateur

And that, of course, includes our financial services industry. For the employees, it gives them the shiny recognition they crave, not to mention better protection of their and their customers’ safety and security – which of course is the whole point of compliance.

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Superior Customer Service

Accord LMS

Most everyone hates contacting tech support with a passion. Personally, I will only do so after an hour or two of trying to resolve the issue myself. This might include Internet research, social networking and maybe a hammer!

The paradox of augmented reality

E-Learning Provocateur

Sydneysider Scott O’Brien is back in town after an extended stint in San Francisco. Scott is the Co-founder & CMO of Explore Engage , a digital media company that is attracting serious attention for its augmented reality eyewear.

Key points in keeping customers happy with online sales


However, selling online is tricky and one of the main drawbacks is there is no face-to-face contact to put your customers worries at bay. Email is a great channel as points and responses are in writing for the customer to refer back to and any communication barriers are easily overcome.

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Internet Time Alliance Predictions for 2013

Jay Cross

Here is what the Principals of the Internet Time Alliance see ahead in 2013: Harold Jarche. 2013 will be a great year. Smart companies will adopt radical management, putting the customer in charge and reorganizing work in small teams.

Customer story: Mentor Graphics


We recently had the pleasure of speaking with Epignosis eFront customer Mentor Graphics. Located in Oregon, Mentor Graphics Corporation is a world leader in electronic hardware and software design solutions, providing products, consulting services and award-winning support for the world’s most successful electronic, semiconductor and systems companies. ” Read the customer case study here: Mentor Graphics Customer Story from eFrontLearning.

Learning In Practice Awards 2013

CLO Magazine

Awards were presented to the top three entrants — gold, silver and bronze — in more than a dozen categories, including Strategy, Technology, Trailblazer and Collaboration for practitioners and Vendor Partnership, Blended Technology and Community Service for vendors. Learning providers were recognized for their service in eight categories, including e-learning, academic partnerships and social learning. Excellence in Community Service.

Scheduled Maintenance on September 20th, 2013 from 10pm to 11pm EST – for 1 hour


We are conducting scheduled maintenance on September 20th, 2013 from 10:00 pm to 11:00 pm EST – for 1 hour. The maintenance session is being undertaken to add 5 new custom result types and upgrade our internal server.

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Microsoft Office: 2013 Open for Preview

The Logical Blog by IconLogic

by AJ George  Last week  Microsoft announced its latest version of Microsoft Office  and opened it for  customer preview.   Office 2013 is still being offered as traditional desktop software with a perpetual license, like its previous versions.

There's Still Time for Learning in 2013!


There’s still time for learning in 2013. Use up the rest of 2013’s learning budget to ensure your 2014 budget is secure. This course is intended to to meet employers’ obligations to train workers by December 1, 2013 on the new GHS-aligned label elements and Safety Data Sheet (SDS) format. Microsoft Office 2013 - What’s New Training. Upgraded to Office 2013 and need a quick update on what’s new? Customer Service Training Skills Bundle .

Camtasia Studio 8 Boot Camp in March/April 2013 – Sign up now!

TechSmith Camtasia

Camtasia for Mac (New course!): March 28-29, 2013 in Romulus, MI. Camtasia Studio 8 Basic Training: April 1-2, 2013 in Romulus, MI. Camtasia Studio 8 Advanced Topics: April 3-4, 2013 in Romulus, MI. The post Camtasia Studio 8 Boot Camp in March/April 2013 – Sign up now!

Creating Games for Learning: Strategies for Learning in a ‘Different’ Way


For instance, we created a maze-based game for a leading MNC bank which created real-life scenarios for their customer service officials. The starting point is the customer bay, where a customer poses a range of questions.

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Enhance Your Mobile Learning Delivery with 7 Eye-openers.


This is a huge advantage for industries where learners are spread far and wide or where they are on the move – like Retail, Pharamacuetical, Healthcare, Banking and Financial Services, Distance Education, and so on.

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2013 LearningElite Top 10

CLO Magazine

McDonald’s commitment to in-store training has kept its learning function aligned to the business in the company’s most pivotal area: customer service. To view the full list of the 2013 LearningElite, click here Chief Learning Officer magazine''s LearningElite program honors the best organizations for learning and development. Meet this year''s top 10. AT&T: The Marriage of Business and Learning. Deanna Hartley.

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E-learning in the Telecommunications Industry


The soaring popularity of mobile phones and the plethora of services delivered through the mobile platform has been the greatest game-changer in the industry. The solutions are custom-built, giving prime importance to varying learner profiles and training requirements.

44 Profitable Markets within the Training Industry


Customer Service Training. Customer Training. Food Service Training. International Translation Services. The training industry is continuing to grow at a rapid pace, especially given the advancement in new technologies.

Designing eLearning for iPads – Webinar Recording and Q&A

Upside Learning

It could be creating checklists to increase safety compliance or a custom calculator to help process certain tasks faster, the possibilities are endless. A: At Upside Learning, Lectora is being used rigorously for developing custom-built content for our clients.

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7 big opportunities that MOOCs offer corporates

E-Learning Provocateur

Think about it: you can access tens of thousands of customers and prospective customers who are becoming increasingly immune to traditional advertising. Target the students, who self-evidently have an interest in the domain, with direct marketing for related products and services.

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Numbers Don’t Lie: ROI of Corporate Training


Customer service. Even a simple, yet comprehensive training program for custom service reps resulted in an improved customer satisfaction rating of 9.5%, and happy customers are reported to be 33% more likely to do more business.

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