Remove Attitudes Remove Communication Remove Customer Service Remove Teams

How to Get Your Customer Service Team to Embrace Training

Litmos

Tired of listening to your customer service team gripe about “more training?”. It's a common problem for customer service leaders, but one that is very fixable, if you change the perception of why service agents need to engage in continuous learning.

How to Build Better Customer Service in Retail

GoConqr

“We are moving beyond just selling products to being the brand customers rely on to make their lives simpler and more meaningful as they save money”, explains McMillon. “We’ve a better place to work and shop” With this investment, Wal-Mart significantly improved customer service in all of its stores and, consequently, increased total sales in the coming years. The mantra “Customer is King” is a glaring truth.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A Customer Service Skills Training Plan That Pays Off

Unboxed

Your customer service team is the face of your company. Every day, every single agent impacts how your customers perceive your brand. But you can prevent that from happening with a strong customer service skills training program. Studies show that consumers who have a bad service experience are more likely to post, Tweet, text, and tell their friends about it than those who have a positive experience. But do your customer service reps?

8 Skills That Are Often Overlooked In Customer Service Online Training

Litmos

Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight 8 skills that are often overlooked in customer service online training. . Customer Service Training: 8 Overlooked Skills To Consider. Your customer service staff deals with any number of challenges every day, ranging from customer complaints to product returns.

8 Skills That Are Often Overlooked In Customer Service Online Training

Litmos

Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight 8 skills that are often overlooked in customer service online training. Customer Service Online Training: 8 Overlooked Skills To Consider. Your customer service staff deals with any number of challenges every day, ranging from customer complaints to product returns. Non-Verbal Communication.

To Improve Your Customer Service, Start With Your Employees

Everwise

The experience a customer has with your company, positive or negative, has immense power over your business. In fact, seven out of 10 consumers will spend around 13% more money with a company that provides a top-notch customer experience. But how can you most effectively improve customer satisfaction? The power of happy employees engaging positively with your customers is hard to ignore. How Employee Experience Impacts Customer Experience.

Putting Trust First

Learning Rebels

It was further eroded when I saw the condition of the produce; it was shattered with the attitude of the produce team. In essence, this talk was centered around customer service and the importance of trust and how our actions, more than our words, project trust on the people around us. Communication Culture Control customer service facebook pre-work respect tomatillos trustFirst a short story. .

Trust 113

50 Ways to Lever Learning

The Performance Improvement Blog

In a learning culture, we start with the performance goal and then select the mix of methods that will help employees acquire and retain the knowledge, skills, attitudes, and beliefs they need in order to achieve those goals. Simulation – replicating real-life problem solving within a safe environment; for example, learning business acumen by working with a team to solve a typical business problem and receiving immediate feedback on their performance. (My apologies to Paul Simon.).

Training Alchemy: How Sports Teams Use Training to Achieve Success

Your Training Edge

Sports team training is no longer limited to physical training only – corporate-type training is being used today for both professional and amateur sports teams. When we think of training and sports teams, we usually think of physical training – the intense workouts, simulations, and training camps that put athletes into peak performance condition. One of the common training elements is communications training.

Teams 125

The Customer Support Skills You Need To Teach Your Team

TalentLMS

As many as 80% of businesses report that they provide excellent customer service, but only 8% of customers seem to agree. Well, many service teams simply don’t have the customer support skills to understand what customers actually want. An even more startling figure is that up to $62 billion of business is lost annually because of poor service. The Must-Teach Customer Support Skills. Communicate: Top quality communication skills.

How Sales Training Can Benefit More Than the Sales Team

Training Industry

Having a healthy sales culture means that everyone within an organization, whether they are on the sales team or not, is actively engaged in the processes and activities that result in increased sales effectiveness. It’s no surprise that providing sales training to more than just the sales team can greatly benefit a company’s sales enablement efforts. In most business models, a sales team is a crucial business development function, so having a sales-centric workforce is critical.

Sales 68

eLearning in the Workplace

TalentLMS

eLearning has become the cornerstone of education services to the mobile and the busy employee. Workplace training systems also bring together managers and employees under one communication platform for effective knowledge and experience sharing. Simulation-based learning is highly effective in developing the learner’s knowledge, skills, and attitudes. Remote team development is the new norm, allowing repeated use of the learning materials.

8 Soft Skills You Should Include in Your Workplace Training Program

Coggno

Companies have adjusted how they assess, educate, and reward their employees on soft skills such as communication, collaboration, and adaptability. Communication skills. You need to listen actively to understand and communicate with someone. Attitude.

What is Soft Skills Training? The Complete Guide

Elucidat

Many companies are now recognizing the importance of having the right blend of hard and soft skills for building effective, collaborative and dynamic teams. Soft skills training is training that focuses on developing skills such as communication, teamwork and problem solving.

Development of SoftSkills for Organisation and Its Benefits

Dynamic Pixel

Expertise in soft skills like communication, conflict resolution, teamwork, collaboration and problem-solving underlie every aspect of business operations no matter in whichever department you are working in or whichever job role you are performing. Service Orientation.

Activities to Improve Soft Skills

Unboxed

Soft skills, like the ability to communicate and work together, are some of the most sought-after employee skills. They focus on interpersonal interactions and communication. Good Communication. Soft skills help you communicate complex ideas to others.

Is automation enhancing or harming your employee experience?

CLO Magazine

In areas like e-commerce and customer service, the focus on digital transformation has been mostly positive, as retailers have upped their game by creating digital experiences that keep consumers engaged on shopping websites and with AI-fueled chat bots that replace customer service agents.

FAQ 64

Employee Engagement Matters for eLearning

Integrated Learnings

The perceptions and attitudes of learners prior to starting training can impact performance just as much as the training itself (sometimes more!). It’s no wonder that researchers credit employee engagement with financial benefits related to customer service, teamwork, and productivity! They also said that it was easy to forget about engagement after initial communication about the survey effort had passed. Integrated Learning Services, Inc. By Shelley A. Gable.

Measuring Leadership Effectiveness

Your Training Edge

If you have to beg people to communicate or improve, that’s another subjective measurement of leadership. Take a close look at your customer service, both internally and externally. Essentially, it’s an evaluation of the leader using the skills, behaviors, and attitudes that are found to be appropriate for the organization. It’s easy to get caught up in leadership skills and development.

The Key Ingredient for Good Soft Skills: Experience

Pract.us

The term most commonly refers to abilities such as communication, self-management, time management, teamwork, problem solving, empathy, and ethics. This attitude plays out in the job market. A study of 25 million unique job postings over one year by Burning Glass concluded that most job applicants don’t have key soft skills, particularly in writing and customer service. You can’t take a class on “good communication,” pass a test, and become a good communicator.

How to Avoid and Mitigate Skills Gaps

KnowledgeAnywhere

A skills gap is when a gap exists between the skills of a team member and the skills required for their position. Now, much of the communication that was done in person is now performed digitally. One of your team members lacks a specific skill.

6 ways managers can give effective employee feedback

TalentLMS

Regular feedback builds trust between managers and employees and enables more honest communication. Constructive feedback challenges and inspires employees to make positive changes that affect your whole team and the workplace. We are poor judges of ourselves.

What Is Call Center Training?

ProProfs

According to the recent State of Global Customer Service Report by Microsoft, 58% of customers say that customer service is a key factor that influences which brand they choose. If you have a small team, you can devote time to one-on-one training.

It’s All About the Brand, ‘Bout the Brand…

Learning Rebels

Are we communicating to best of our abilities the role of learning in an organization? This is when your customer internally asks: “Why should I buy into this product, concept or idea?” Branding is about communicating to your customer – and do not for one second let your eye leave the prize. The people within your organization are the customer. Put yourself in your customer’s shoes to find the answers.

Maslow 169

Workforce Diversity Series: What Does Diversity Really Mean?

KZO Innovations

Customer satisfaction, productivity and innovation, employee retention, reputation—these and other critical business goals all correlate with greater diversity in the workplace. McKinsey’s well-known report, Delivering through Diversity , found that organizations whose executive leadership teams were more diverse by gender, ethnicity, and culture significantly outperformed their competitors. It’s common sense team-building.

Teaching Leadership to Gen Y

OpenSesame

They possess a ‘can do attitude’ and are great team players. Teach them to communicate and collaborate across an organisation in an authentic way. The key for any Human Resources professional looking to engage their organization in leadership development with Gen Ys is to form multi-experience teams. Offer a level-setting opportunity or problem to solve, related to company growth, customer service, selling, and product innovation.

Teach 48

Leadership in the Great Acceleration

CLO Magazine

Health care diagnostics, education, customer service, insurance and automobiles are some of the industries that are ripe for drastic change. Breakthroughs occur when managers and individuals make incremental improvements with customers in mind. It’s not your imagination.

3 ways to prevent employee burnout in the contact center

Litmos

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we are happy to serve, are not always singing our praises or even using their “inside voices” when asking for that support. Serving customers is hard work.

We’re hiring! Customer Support Representative (Sydney)

LearnUpon

LearnUpon are looking to hire an experienced technical support representative to join our rapidly growing support team. This isn’t your average support role, you will become a trusted partner to our ever growing customer base and will be exposed to a wide variety of technical issues. You will capture suggested improvements and feedback from our customers as well as coming up with your own suggestions on how we can rule the LMS world. Team building events.

Top 4 Problems with Diversity Training and How to Fix Them

KnowledgeCity

What about other issues, such as generation gaps, language and communication issues, and accommodation of beliefs? It can foster a worse attitude toward diversity. A 2001 study by Lori Robb and Dennis Doverspike found men who watched a video on sexual harassment had more negative attitudes toward women afterwards than before they watched the video. These can include soft skills , team-building , leadership , customer service , and communication programs.

How to Empower Frontline Employees with Mobile Training

Kitaboo

These customer-facing employees are part of various departments such as sales, marketing, retail, hospitality, etc. And their job roles could be that of a customer service executive, bank executive, in-store salesperson, receptionist, to name a few. They are trained to influence clients to try out a product/service and handle difficult situations like finding a quick resolution to a problem, trying to calm irate clients, etc.

Answering Some Virtual World Questions

Kapp Notes

We need to know if attitudes have changed, if profits increase, if behavior has been modified. How are upset customers diffused when organizations do not have access to non-verbal communication? However, one neat thing you can do if you are both in a virtual world is to transport the customer who is complaining and the customer service representative to a more enjoyable place like an ocean front or lake front and that will help to calm them.

Beat the Machines with these 10 Employability Skills for the Future!

TalentLMS

Advances in technology have allowed people across the globe to work together through remote virtual teams. Of course, face-to-face interaction will still be the top choice in workplace communication. Skills for employees of virtual teams include, but are not limited to, collaboration, cross-cultural sensitivity, and adaptability to a multi-cultural environment. It is said that most of the customer-service related jobs will be automated within the next few years.

Building a Compliance Training Brand

Interactive Services

Managers and team leaders must be aware of employee conduct and misconduct to foster a culture of compliance. Make this a permanent part of your corporate culture as you build a strong and positive attitude towards compliance practices. Build a Communication Strategy. Build a Communication Strategy. Building a strong compliance training brand can be achieved by designing effective learning, building a communication strategy and measuring learning ROI.

Modern Sales Training: Turning Learning into Currency

Litmos

That’s enough to inspire any company to figure out ways to systematically hone their sales team’s tools. They love to interact and want to be part of a team. So, when salespeople are supported by leadership that encourages the expansion of skills and knowledge, they’re more likely to enter training with a positive attitude and higher engagement from the get-go. EQ scores can quickly be correlated with customer service, sales , productivity, retention, employee satisfaction."

Sales 48

How to Be the Best Place to Work (for the Things that Matter Most)

Avilar

NASA was just named the Best Place to Work in the Federal Government by the Partnership in Public Service. Or is yours a stable, established company with a strong and capable management team, solid benefits, and strong learning and development program? A customer-service-focused culture takes pride in responding to customers quickly and thoroughly; employees are called out and rewarded for exemplary service.

Apple 51

Kirkpatrick Revisited | Social Learning Blog

Dashe & Thomson

But it should communicate a link between quality, process improvement, and action. Kirkpatrick says participants need to achieve certain knowledge, skills, and attitudes to get to the desired behavior and results. knowledge, skills, and attitudes?have In my role as Vice President of Client and Staffing Services, I know that training may not always be the answer. I am an avid film goer, music lover, bridge walker, and supporter of the Dashe & Thomson running team.

We’re hiring! Customer Support Representative!

LearnUpon

LearnUpon are looking to hire an experienced technical support representative to join our rapidly growing support team. This isn’t your average support role, you will become a trusted partner to our ever growing customer base and will be exposed to a wide variety of technical issues. You will capture suggested improvements and feedback from our customers as well as coming up with your own suggestions on how we can rule the LMS world. Team building events.

The Importance of Training Employees for your Business

Kitaboo

Their skills, attitude, and efficiency all have a major impact on your company performance and turnover. For example, training employees how to communicate with one another and schedule their work using the latest technology will make them more efficient. Training helps your employees offers a better customer experience: Consumers judge a business by the quality of its customer service. It also has a positive effect on teams.

Accelerated Learning: Where Does It Fit In? | Social Learning Blog

Dashe & Thomson

Accelerated Learning has evolved into a variety of techniques that that overcome negative attitudes about learning and involve participants in the learning process. In my role as Vice President of Client and Staffing Services, I know that training may not always be the answer. I am an avid film goer, music lover, bridge walker, and supporter of the Dashe & Thomson running team.