Insights in a Nutshell: Developing Highly Effective Customer Service Training Programs

Infopro Learning

Today on 90% of consumers consider customer service to be a factor they consider before deciding whether to do business with a company (1). This is one of the many reasons industry leaders are doing all that they can to strengthen the skills of their customer service teams.

Ultimate Guide to Customer Service eLearning

Academy of Mine

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. That’s according to Gartner VP Tiffani Bova , a titan of business analysis.

Insiders

Sign Up for our Newsletter

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

Ultimate Guide to Customer Service eLearning

Academy of Mine

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. That’s according to Gartner VP Tiffani Bova , a titan of business analysis.

In the world of contact centers—customer services rules all

Axonify

Customer service is important to most businesses but when you work for a telecom company?—?it BT Consumer , a division of British Telecommunications Group, which is responsible for consumer fixed-voice and broadband services, was determined to move ahead of a highly competitive pack of telecom competitors by offering a customer service experience that was second to none. So determined, in fact, that the company made it a top business priority.

8 Key Customer Service Skills Every Employee Needs

Pract.us

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. In the midst of a busy day with others waiting, it can take a lot of will power to listen patiently to one customer’s problem.

My Customer Service Reps Are Better Than Yours

CLO Magazine

Working on the front line in customer service, whether in person or over the phone, can be tough. “No 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. Customer service roles are a challenge to fill for those reasons.

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. The Net Promoter Score is plotted on a bell curve.

Dealership Employees Need Training on KPIs to Achieve Overall Business Goals

G-Cube

increase in customer retention, and tremendous increase in “Good Value for Cost of Servicescores. They achieved this through customer engagement training rolled out for their frontline staff at all dealerships. Service Engineers – Service engineers need to understand the why and how of their KPI metrics around productivity and efficiency. There are many other roles at a dealership that are critical but not customer facing.

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. Rather than trying to improve the customer experience, they are trying to improve their scores. Sometimes the data folks understand the business and sometimes they don’t. Customer Service Run Amok.

Custom 156

Performance Management and Alignment of Values

The Performance Improvement Blog

for the amount of work they do and the amount of time they spend at work, they will do all the things they need to do to look busy and productive. Business leaders need to pay more attention to workplace culture. 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's

Starting a Customer Education Program: What You Should Know

Talented Learning

Today we feature a post by Adam Avramescu , Head of Customer Education & Training at Checkr and Co-Founder of the CELab blog/podcast. He also authored the new book, Customer Education: Why Smart Companies Profit by Making Customers Smarter. Are you thinking about starting a customer education program? Perhaps you want to support broader customer success or marketing strategies. These are all valid reasons to offer standardized customer education.

Listen to Your Customer

The Performance Improvement Blog

If customers didn’t like the new product, that could have been the end of his career with Domino’s. Domino’s had been known for its delivery service, not for its pizza. So the leaders listened to their customers and redesigned their pizza. I’ve heard the mantra, “listen to your customer”, for many years. Now, everyone says that they listen to their customers. Help desks and customer surveys are ubiquitous. How is that “listening to your customer”?

Custom 154

50 Ways to Lever Learning

The Performance Improvement Blog

Game –engaging employees in learning by applying principles of gaming (scoring, competition, rules of play, etc.) 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. Business case-study – drawing lessons from discussing the documented story of actual events in another organization.

7 Steps to Use Grid Analysis for Tough Business Decisions

KnowledgeCity

It is hard enough in our personal lives, but when it comes to business decisions, that fork usually has at least six prongs. Using Grid Analysis for Business Decisions. Which distributor is best for my business? Factors may include cost, size, distance, customer service, reliability, availability, or anything else you determine to be valuable in your decision-making process. This example will use the question “ Which supplier is right for my business ?”.

All Roads Lead to Customer Experience

Litmos

Before I jump into today's post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the SAP Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk on how to Wow Your Customers with a CX-Superstar Workforce. How often do you interact with customers? Try this: Who was the last customer you interacted with directly?

Contact Center: You Get What You Measure

PDG

Most contact centers are awash in operational information and starving for strategic insights that drive a great customer experience. Start with your business imperatives. Focus on reinforcing the impacts your business leaders care about; they may not be the easiest things to measure, but they have the most meaning to the business. Begin with Customer Retention and Growth. Simplify and streamline all other measurements with a customer focus.

Score 40

The Business Partnership Award

CLO Magazine

The Business Partnership Award is for learning departments that have partnered in a progressive way with business partners or external organizational divisions and functions such as the sales and marketing department or external customer groups to develop and deliver a targeted employee development program that supports the partner’s goals. To accomplish this, GM had to develop successful partnerships with regional learning leaders and business partners.

Required Learning for Training Managers: Business 101

Mindflash

One that often gets overlooked is business acumen. If trainers don’t truly understand how a business works, what it expects out of its training department, or what it ultimately wants its employees to be able to do, they simply can’t be effective. In our book, Critical Skills All Learning Professionals Can Put to Use Today , my coauthor Mitchell Levy and I write at length about the importance of developing business acumen. Hang Out With the Business.

Great Use Cases for VR

STRIVR

By Logan Mulvey (Chief Customer Officer) and Brian Murphy (VP, Customer Solutions). Over the past two years, we have been focused on building and implementing immersive training solutions for our customers and transforming the way people learn. STRIVR provides immersive training solutions for a wide array of customers across numerous industries. Here are a few recent business challenges for which we have used VR to implement a groundbreaking solution: Customer Service.

PENS 40

Microlearning for business – 5 Use Cases

Ed App

Microlearning has been growing fast in mainstream business because of its approach on skill-based learning. Through the use of timely, targeted, and specific training, businesses are able to provide mini-lessons in various forms, from videos to podcasts, to quickly deliver information to their employees. Here are 5 use cases for microlearning in business and how it works. IHG has to deal with various customer service requests that are ever evolving.

Webinar Summary: Using Gamification to Deliver Business Value

Axonify

We’ve been hearing this from a lot of folks and so we decided to focus this webinar around some key questions that were designed to help the audience find that sweet spot and start driving business value with gamification. . Here’s a quick look at the questions: Should gamification be called gamification when discussing the concept with senior business leaders? These elements included: rewards, leaderboards, report cards, badging and game scores.

Webinar Summary: Using Gamification to Deliver Business Value

Axonify

We’ve been hearing this from a lot of folks and so we decided to focus this webinar around some key questions that were designed to help the audience find that sweet spot and start driving business value with gamification. . Here’s a quick look at the questions: Should gamification be called gamification when discussing the concept with senior business leaders? These elements included: rewards, leaderboards, report cards, badging and game scores.

How Businesses Can Evaluate Online Training ROI & Performance

ProProfs

According to the ATD 2016 State of the Industry report, businesses spend about $1,252 per employee on training and development, and the average employee receives 33.5 One can say that businesses are more committed to training employees nowadays. Gallup recently stated 89% of business leaders are of the opinion that the new university graduates don’t have all the needed competencies to do their job perfectly after they are hired by a company.

How to Set Good Business Goals for Learning Programs

Watershed

And the first step in the model is defining the business goal that your learning program will be designed to address. This is a vital step, as targeting the wrong business goal (or no goal at all) will mean the rest of your design will be working toward the wrong target. You should apply these four rules when identifying your business goal. 1) It’s a business goal, not a learning team goal. The business goal should be just that, a business goal.

Sales 40

Blended Learning and How It Applies to Business

OpenSesame

Additionally, online learning can provide a wealth of data on student comprehension in real-time, such as quiz scores and time to complete lesson. For example, a quick online course on handling an angry customer is great for an immediate need that can then be brought back to a group setting to role-play and receive real-time feedback with the whole customer service team.

mLevel Wins Silver & Bronze Stevie® Awards in 2016

mLevel

mLevel recognized by Stevie Awards for excellence in training sales & customer service professionals! mLevel was presented with a Silver Stevie® Award in the Sales or Customer Service Solutions Technology Partner of the Year category and a Bronze Stevie® Award in the Sales Training Practice of the Year category at the tenth annual Stevie Awards for Sales & Customer Service. Recap from: PRWeb’s Press Release.

How to Maintain Quality While Growing Your Company

KnowledgeCity

As a company grows there are chances that the quality of their product or service can decline as resources are drawn thin. This post will explore methods of maintaining product or service quality while promoting continued growth. It takes a considerable amount of ambition to start and operate a successful business. However, the ambition that motivates business owners to venture into entrepreneurship can also be their Achilles’ heel. Understanding customer expectations.

How to leverage Product Knowledge Training for Increased Sales

Infopro Learning

Today the customer experience is one of the top factors consumers consider before making a purchase. This is one of the many reasons why improving customer service is a high priority for many modern organizations. Each module was focused on a single product or service.

How to get everyone to write like Ernest Hemingway

Making Change

It’s a much more practical guide, especially if you compare your score with that of familiar publications. Aim for a high score. The highest-circulation magazines tend to have the highest readability scores. They also manage to get a high readability score while using terms like “oakleaf hydrangea” and “personalized wrench.” ” What score should you aim for? De-drone to improve your score and motivate learners.

Our Marketing team wins Prestigious International Award

Learning Pool

The Business Brilliance Awards celebrate global achievements across various industries and sectors, placing a selection of the best companies and teams under the spotlight in a rigorous and competitive judging process.

TalentLMS brings home a plethora of training awards

TalentLMS

Among 634 learning management systems, TalentLMS got a 99% score on a user satisfaction score and an overall score of 9.8/10. The ratings were based on features, implementation, customer service, integrations, and mobile support.

Score 56

Why User Experience is the New Brand Loyalty Program

eLearningMind

And chances are that calling customer service is the last thing you want to do. In a recent poll, digital consulting firm Accenture found that 89 percent of customers get fed up when having to explain the problem to multiple customer service agents and 83 percent would rather check a company’s website before calling in. Fifty percent of consumers would rather solve an issue themselves and 70 percent expect some sort of self-service option on a company’s website.

L&D Contribution and Connection Matter

Performitiv

If you say L&D made a positive contribution to a business or talent outcome and you list out what L&D did to connect the program to the outcome, that is a good story and a meaningful discussion. L&D professionals know it is important to show value or prove impact.

Measure Scrap, Show Value with Impact Ratings

Performitiv

Years ago, customer satisfaction surveys were lengthy and had low response rates. Then, Net Promoter Score (NPS) came along and reduced these to a single question that is used across businesses today.

Score 52

Double Your eLearning Return on Investment

eLearning Architect

Well it turns out, two years down the line I am facing very different challenges in my day-to-day business. And the focus of this seminar was to provide five simple and effective techniques that any organisation can implement to increase levels of adoption of eLearning within their business. This advice stayed with me for a long time and proved to be an excellent way to think about my responsibility within the business. Improved customer service scores?

Top 3 Workplace Trends to Watch for in 2019

KnowledgeCity

Also, eBay plans to allow 300 full-time customer service representatives to work from home. Forbes also predicts that, in 2019, artificial intelligence in the workplace will move from its current role in operations and finance into support functions, such as human resources and legal services. A 2016 survey found a direct correlation between employee training investment and improved product quality, customer experience and even Net Promoter Score (NPS).

International Telecommunications company Tigo reduce training time by 83% with EduMe

Edume

Serving more than 52 million customers in 11 countries, Tigo, a leading provider of cable and mobile services, turned to EduMe’s Workforce Success platform to help improve workforce productivity, quality, safety and customer service.

Sales 52

International Telecommunications company Tigo reduce training time by 83% with EduMe

Edume

Serving more than 52 million customers in 11 countries, Tigo, a leading provider of cable and mobile services, turned to EduMe’s Workforce Success platform to help improve workforce productivity, quality, safety and customer service.

Sales 52

The Shape of Global Workplace Learning 2020: An Interview with Sriraj Mallick, President, Infopro Learning

Infopro Learning

Business simulations, video-based learning content, short information nuggets, interactive job aids – solutions which are very similar to what we have been doing for our clients. Training has to tie-in with business benefits, for it to be sustainable. The benefits of corporate training are undeniable but corporate leaders are now more focused on the business impact of L&D as well. Is the training program improving sales, customer service or the net promoter score?

Global 246

Addressing Training Challenges of the BFSI Sector through Robust Learning and Performance Management Systems

Your Training Edge

Managing business productivity can be a daunting task if there is a lack of appropriate resources. Therefore, most of the banks and financial institutions deploy performance management systems (PMS) to track employee progress and business productivity. Most of the industries face challenges when it comes to corporate workforce training, and the Banking, Financial Services, and Insurance (BFSI) sector is no exception.