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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.

10 Customer Service Training Ideas

Ed App

Customer experience can greatly impact a company in so many ways, both positive and negative. To give you more context on how valuable customer experience is, a study conducted by Salesforce found that 84% of customers value a company’s customer service as much as its products.


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The complete guide to effective customer service training


All companies are different, but all companies that survive have one thing in common: they’re customer-driven. After all, what’s a company without its customers? The tricky part is that making customers happy isn’t as easy as it used to be. Today, people have access to customized products and services from around the world, and in mass. Gartner found that more than 80% of companies expect to compete almost solely on the basis of customer experience by 2020.

You’ve Identified Knowledge and Skills Gaps in Your Organisation – Here’s What to Do Next


You’ve Identified Knowledge and Skills Gaps in Your Organisation – Here’s What to Do Next. Identifying knowledge and skills gaps in your organisation simply describes a problem. This is often referred to as bridging the skills gap. Communicate with Your Team.

How to Avoid and Mitigate Skills Gaps


matter what industry you’re in, you’re bound to face the challenge of a skills gap at some point. A skills gap is when a gap exists between the skills of a team member and the skills required for their position. So how do you, as an organization, mitigate this?

Skill Gap Analysis for Employees – The What, How and Why


You are rolling out a new product launch, but does your current team have the skills needed to pull it off? Or do you need to hire more or different team members? Or do you need to add additional team member training before this new project is initiated? These are just some of the many scenarios where a skill gap analysis for employees makes sense. So what exactly is skill gap analysis ? Benefits of initiating skill gap analysis.

Hospitality LMS: What to Know


So it’s vital to properly train your team with a hospitality LMS so they can meet the ever-changing demands of today’s customers. Let’s say for example you have a new product being launched and you need to train your sales team. Since these employees are always interacting with customers and are often the first point of contact a customer has with a company, a positive first impression is vital. What key features do you need? Noted customers.

The Customer Support Skills You Need To Teach Your Team


As many as 80% of businesses report that they provide excellent customer service, but only 8% of customers seem to agree. How is such a huge gap in perception possible? 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.

Don’t Frustrate Users With Gaps in Your Product Experience

General Assembly

Product teams risk losing customers when they lack insight into breakdowns across the user experience. Ever called customer service by phone to learn they have no record of the two detailed chats you had with online agents about your issue? As consumers who increasingly rely on technology to help us wrangle a vast range of goods and services, we’ve all experienced pain points when really good software doesn’t equate a really good experience. Find your gaps.

How We Manage Our Remote Team (And 8 Tips for You)


Since we launched publicly in 2013, we’ve been a (mostly) remote team. We can recruit the best team members for our company, no matter where they live. But there are challenges that come with managing a remote team. Some of them are the same that you’d face with an on-site team. We’ve created a remote team with members across the world at Continu. Remote work adds a few complications: Communication. All of which have helped us build a great team.

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6 Indisputable Benefits of Soft Skills Training


Soft skills are non-technical skills that impact the way you absorb information, do your day-to-day work, interact with others, solve problems, etc. This broad category includes interpersonal skills, communication and listening skills, emotional intelligence, time management, empathy, etc.

Top 4 Problems with Diversity Training and How to Fix Them


But, do we really understand what it means in the workplace? Take a minute to think – how do you define a diverse workplace ? What about other issues, such as generation gaps, language and communication issues, and accommodation of beliefs? Perhaps the hardest part of diversity is not just knowing what diversity is or showing external acceptance, but also inwardly accepting and respecting others who are different in some way.

Top 10 ‘Must Have’ Blended Learning Tools


You want to schedule a meeting with your sales team. This leads to frustrated team members and an unsuccessful training session. Employees are divided into teams that compete against each other using their mobile devices. They can be used as part of your training workshops in sales or customer service scenarios. What you can do is role play with your team and each card of the FAQ app can present a challenging situation.

The 10 Best MindTickle Alternatives


Each of these competitors bring engaging learning experiences, several integrations, and high-level customer support. Now that you know some of the challenges, here are 10 great MindTickle alternatives. Noted customers. Personalized interactions that foster team learning. Noted customers. Plus, administrators can create custom domains, logos, and themes. Integrates with services through Zapier. Noted customers. Noted customers.

Guide to Create Perfect Retail Sales Training Programs


Did you know? 75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Such employees play a vital role in business growth and success by keeping your customers delighted.

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Should You Buy or Build Training Content for Your Organization?


Matthew shares his tips for making bought training solutions more effective and relevant for your team. The simple answer is yes, but how do you do this in a way that makes sense ? All it needs to do is articulate a message to the learner. They need to know what to expect.

7 Unexpected Ways To Use Serious Games In Online Training

Infopro Learning

The trick is knowing how to incorporate gameplay into your eLearning course design organically so that it supports the desired outcomes. For example, the first level allows them to explore the sales floor and help a customer locate a particular product, while the second gives them the opportunity to troubleshoot an issue with the POS terminal or resolve a client complaint. Serious games are a great way to test your employees’ compliance know-how. Team Troubleshooting.

Create a Corporate Training Program that Sticks: Part 1 – Defining Your Problem

TechSmith Camtasia

Imagine someone asks you, “Can you create some training videos to help our customer service team?”. How do we deliver the training? What is the customer service team actually struggling with? In this example, we have no goal or reason to create a training program for colleagues in customer service… Yet. None of this is to say that training doesn’t need to be created for the customer service team.

What Is the Importance of KPIs for Performance Measurement?


Team goals? Do you want to know how KPIs can elevate business success? Let’s jump into the KPI pros and cons you need to know. Key performance indicators are evaluation metrics that give you a pulse on a team or individual’s progress. If a road sign doesn’t tell you something you need to know, it’s irrelevant, right? KPIs let you know if you’re headed in the right direction (ideally, North, towards that sales goal). Close Learning Gaps.

The Top Benefits of Training to Employers (Plus, How to Upskill Effectively!)


Did you know that the benefits of upskilling employees extend beyond simply helping boost your bottom line? When you upskill your employees, you’re closing skills gaps and priming your employees to become more productive. . How do you keep hiring costs down? Customized.

The Importance of Extended Enterprise Learning for Business Development


You know the benefits of training your employees, but what value do you place on training stakeholders, suppliers, and even your customers? If you don’t focus on extended enterprise learning, now is the time to do so. As we mentioned above, these groups of people can be dealers, channel distribution partners, suppliers, resellers, franchisees, and customers. By offering training to your customers, they feel empowered and knowledgeable right away.

How to Build an Employee Training Program That’s Right for Your Business


Introduction The Benefits of Employee Training Programs What Training Do You Need? Set Your Goals Know Your Audience Define Your Content Delivery Methods In-House or Outsource? Communicate and Cultivate Buy-In Launching and Next Steps. What Training Do You Need?

How HR Chatbots Can Improve Employee Self-Service Portals

Infopro Learning

It’s no surprise, then, that almost three-quarters of US employees expect their employers to provide them with at least some degree of HR self-service functionality. Employee self-service portals allow team members to complete a variety of basic tasks, from personal data updates to time tracking and time off requests, without involving HR personnel or human interaction. To be effective, however, an employee self-service portal needs to be user-friendly.

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8 Soft Skills You Should Include in Your Workplace Training Program


Companies have adjusted how they assess, educate, and reward their employees on soft skills such as communication, collaboration, and adaptability. Now that we know what the difference is between hard and soft skills, let’s take a look at the eight most popular soft skills : 1.

7 Ways A Supportive Online Training Culture Improves ROI


They get involved in the online training process because they know that help is always available. A supportive online training culture also improves task proficiency, as employees know that “ moment of need ” online trainning resources are readily available. They already know about the mandatory online training courses and eLearning assessments. More importantly, they know how to find the tools that can broaden their knowledge and fill personal performance gaps.

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Manage Customer Satisfaction with a Crisis Management Plan

Sales Hacker

What’s your customer service horror story? The customer service that was so bad, no discount or Black Friday deal could entice you back. You’ll learn: What qualifies as a customer satisfaction crisis. The do’s and don’ts of crisis management.

What is a Learning Organization? Complete Guide


Many succumb because they cling to the status quo; operating using outdated corporate models such as top-down force-feeding of company ideology and practices; doing what’s comfortable or familiar instead of taking risks and challenging the status quo. Where are the learning gaps?

Illusions of Competence in Learning | How to Fix Your United Airlines Problem


In the video , associated with my blog post, I describe three separate cohorts including law enforcement, United customer service agents, and leadership (CEO, Oscar Munoz), who were all trained professionals. Most apparent was Oscar Munoz who had recently won an award from PRWeek as the “Communicator of Year” yet couldn’t find the words to empathetically respond to horrendous passenger treatment. Google wanted to know what made one team vastly more productive than another.

How to Choose an Effective Employee Training Program


A whopping 70 percent of employees don’t feel like they’ve mastered the skills they need to do their jobs well. Of course, you do! Program Customization. Choose a program that you can tailor to your company’s goals, culture, and learners—a custom employee training program.

Reboarding: why upskilling employees is vital for a post-covid return to work


Everything from navigation of the workplace to customer service protocol will have undergone an overhaul. For employee, customer and company. Conversely, by prioritizing knowledge - and by extension - safety and wellbeing, team and individual morale is boosted.

Employee Training and Development during TOUGH Times


Its purpose is to identify gaps in employee knowledge, then use education to amplify skill sets. The ultimate goal of any company’s training and development program is to improve business by closing the gaps in knowledge using learning solutions.

How to Develop Soft Skills in the Workplace


Senior Career Specialist at job service provider FlexJobs, Brie Reynolds, recommends three ways to cultivate soft skills: Identify existing soft skills and build upon them for improvement. Soft skills are skills consisting of interpersonal, communication, and social skills.

5 Ways E-Learning Can Improve Company Culture


It’s connected to staff retention, productivity, and standards of customer service in addition to HR issues like bullying and harassment. They also have better relationships with colleagues and managers, with this positivity translating through to customers. This includes effectively communicating your vision as well as how each employee fits into that vision. Communication skills. 5 Ways E-Learning Can Improve Company Culture.

What Is Call Center Training?


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.

Interview: Sheryl Plouffe – Use of Video in Learning and Development

Petra Mayer

Being a successful Video Strategist, Sheryl comes into this invaluable interview with insight on why video, live and recorded, is the past, present and future of communication and Learning and Development. And so what we do now in the entrepreneurial world is really the same thing.

4 ways to optimize fan experience in stadiums post-Covid


What can conferences and leagues do to accommodate fans safely and successfully? Unhappy employees can make for unhappy customers and in this age of intense competition, customer loyalty is a great financial value that must be maintained in the long run to grow profits. ”

Free learning & development webinars for April 2021

Limestone Learning

How do ATD’s education offerings and professional certification relate to the new Talent Development Capability Model? In doing so, it’s important to not only focus on the right skills, but also provide a safe, yet challenging, space for learning. Contact us here to let us know!

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How HR and L&D departments can stay on top of career mobility


Few companies manage to offer true career mobility, assisting employees in making the transition between very different departments – from marketing to customer service for example. Cultivating career mobility within an organisation may start out as a company goal but it is managers who need to step up to the plate and design coherent, sensible career paths for the people forming their teams. However, career mobility has a lot to do with being encouraged and inspired.

Employee Training and Development during Tough Times


Its purpose is to identify gaps in employee knowledge, then use education to amplify skill sets. The ultimate goal of any company’s training and development program is to improve business by closing the gaps in knowledge using learning solutions.

5 Integral Skills to Cover In Sales Manager Online Training


And many of us think you have to be a certain type of person to do it. Balance Sales Goals With Team Building. Salespeople have to be really good at reading customers. They have to know when to push and when to pull back, so they avoid putting off the customer. They should know when they’re about to close the deal or crush it. A sales manager requires effective communication skills in both directions. Gathering An Effective Team.

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