9 of Your Customer Service Training Questions, Answered

Continu

Planning a customer service training brings up a lot of questions. But if you don’t get your customer service training right, you’re going to lose sales to the companies who do. Customer service is the key competitive differentiator in the digital age. We’ve created this guide to customer service training to help you nail your customer service education. What Is Customer Service Training?

How eLearning is Reshaping Retail Customer Service

AbaraLMS

eLearning is reshaping traditional retail customer service in ways that were never thought possible before. From simulation-based courses to soft-skill training that teach employees to be courteous, responsive, and consulting, all while being an expert in their domain, eLearning has indeed opened new avenues of training that traditional training once couldn’t achieve.

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Games Can Help Your Customer Service Level Up

Clarity Consultants

Luckily, customer service procedures are shifting away from traditional paradigms. By incorporating gamification, the experience can be more satisfying of customers and employees alike, improving the experience at every level. The post Games Can Help Your Customer Service Level Up appeared first on Clarity Consultants - Training Development

Why Customer Service is Just as Important as Software in the SaaS Business Model

Overnite Software

When researching and making decisions on software that fits your particular company’s needs, pay careful attention to the level of customer service you will be receiving. Top-notch software is important, but customer service is just as important in the SaaS (Software as a Service) business model. A company can provide amazing software, but if customer service is lacking, potential clients should look elsewhere.

Why Customer Service is Just as Important as Software in the SaaS Business Model

Overnite Software

When researching and making decisions on software that fits your particular company’s needs, pay careful attention to the level of customer service you will be receiving. Top-notch software is important, but customer service is just as important in the SaaS (Software as a Service) business model. A company can provide amazing software, but if customer service is lacking, potential clients should look elsewhere.

Customer Service Training Software: Why Every Company Needs It

ProProfs

“The best advertising is done by satisfied customers.” – Philip Kotler, marketing consultant. Seventy percent of customers’ buying experiences is influenced by how they feel they are being treated. A customer is 4x more likely to buy from a competitor if the problem is service-related rather than price or product-related. It takes 12 positive customer experiences to compensate for one negative experience. Online Customer Service Training.

Finally! A Brain-Based Consultative Sales Program

Learningtogo

Consultative Sales Certification (CSC) is not about testing in the traditional sense. Instead, we focus on developing sales capability and performance that is based on neuroscience and customized for your team. THE CONSULTATIVE SALES MODEL. Consultative Sales Certification is based on extensive research of top-performing sales professionals in many different industries. Consultative Sales Planner (PDF). CONSULTATIVE SALES CERTIFICATION MODULES.

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The Difference Between a Coach, Mentor, and Consultant?

Your Training Edge

When determining the difference between a coach, mentor, and consultant, it is necessary to look at specific roles and functions. Fifth, what is the expected return for the services of the person? A consultant may take the form of mentors and coaches, but the primary difference between a consultant and coaches and mentors is that a consultant is usually paid for the specific task at hand. Coaching Featured Posts coach consultant difference between mentor

What Gets Measured Gets Done…Revisited Again

The Performance Improvement Blog

One implication of the phrase is that if you measure something (customer service, productivity, sales, revenue, etc.), I once consulted with a state Blue Cross Blue Shield office that proclaimed their commitment to customer service but evaluated customer service reps on the basis of how many calls they handled each hour. Number of calls handled went up; customer service went down.

Reprise: Training Will Not Eliminate Racist Behavior in Starbucks

The Performance Improvement Blog

A consultant to facilitate developing and implementing a diversity plan. Coaching Communication Customer Service Diversity Training Human Resource Development Leadership Learning Management Organization Culture Training Training ImpactIn a letter that Howard Schultz, Executive Chairman of Starbucks , published in today's New York Times, he describes what his stores and offices will be doing this afternoon to address the problem of racial bias in the company: .

Reprise: Training Will Not Eliminate Racist Behavior in Starbucks

The Performance Improvement Blog

A consultant to facilitate developing and implementing a diversity plan. Coaching Communication Customer Service Diversity Training Human Resource Development Leadership Learning Management Organization Culture Training Training ImpactIn a letter that Howard Schultz, Executive Chairman of Starbucks , published in today's New York Times, he describes what his stores and offices will be doing this afternoon to address the problem of racial bias in the company: .

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.

Employee Satisfaction and Engagement Once Again Linked to Financial Success

The Performance Improvement Blog

Market characteristics included customer satisfaction, retention, and loyalty. A major finding was “… a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance.”. Develop a healthy mix of employee cooperation and competition for the benefit of customers. Establish clear performance objectives related to the customer experience and recognize employees for achieving those goals.

Business Impact of Learning: What is Customer Experience Worth to You?

Talented Learning

In both cases, employee learning directly influenced our customer experience. Wineries depend heavily on customer discretionary income. Successful high-end wineries know which aspects of their business directly influence customer decisions. The best wineries understand that an effective customer experience involves a blend of education , enjoyment and product excellence. Winery Visit 1: Our Customer Experience.

AI-as-a-Service: The Next Big Thing in Business Tech?

Talented Learning

It’s called AI-as-a-Service (or AIaaS). Why It’s Time for AI-as-a-Service. Combining the Software-as-a-Service (SaaS) business model with AI services can bring the power of artificial intelligence to the masses without a hefty price tag. That’s my hope – and not just because it could lead more companies to greater efficiencies and customer insights. Amazon , Google , IBM and Microsoft are major players in the AI-as-a-Service race.

Investing in Training in Downturns and Upturns

The Performance Improvement Blog

Focus on customer experience – All organizations should have the improvement of customer experience as one of their top strategic goals. Learning about the customer experience should be on every manager’s agenda. Use what the organization already owns when that makes sense and then go outside to peers, consultants, and training organizations when they can help you improve performance and achieve your business goals. . The U.S.

Better Training Needed for Financial Services Frontline Employees

CLO Magazine

A new study shows that frontline employees in the financial services industry need more in-depth and ongoing training to provide a more positive impact on customers. Results revealed that only 13 percent of financial services frontline employees feel equipped to answer questions from clients and 60 percent indicated they were not completely satisfied with the employee training they receive. Customer Satisfaction. Leaman said this poses a problem for customers.

Strategic Partnerships

Coreaxis

These fields are the following: C-Suite Executives IT and Technology Budget and Finance Operations Managers Sales Managers Customer Service Managers External Stakeholders. Blog Leadership & Organizational Consulting

Marketing Never Ends – How Does Product Education Help?

Talented Learning

Today we feature excellent customer education advice from Ruairi Galavan , Senior Manager of Customer Engagement at Intercom. Every New Customer Counts. Customer acquisition is an obsession among startups. This is especially true for software-as-a-service (SaaS) companies, where each new customer adds revenue that can help your business grow. But I’ve found that even a modest product education effort can keep new customers from leaving.

My Top 10 Posts for 2020

Experiencing eLearning

If you want a job creating soft skills training, create customer service samples. I wrote these posts from my own experiences as a job seeker, employee, former hiring manager, and now consultant. I have written over 1100 blog posts since I started this blog in 2006.

JAY CROSS – CRYSTAL BALLING WITH LEARNNOVATORS

Learnnovators

Berkeley is the birthplace of the cyclotron, California cuisine , and custom coffee roasting in the United States. He distills lessons from cognitive science, social networking, business strategy, futures research, and psychology to boost sales, improve customer service, and spark innovation. Except to stop paying attention to consultants who tout old-school accounting as relevant in today’s world.)

The 4 Cs to Designing Meaningful Scenarios, Part 3: Connections

eLearning Brothers

A better way to respond would be to stay professional while acknowledging the emotional impact to the customer. You should be professional and stay “above board” even when a customer is fanning the flames of the conversation. A better way to respond, though, would be to stay professional while also acknowledging the emotional impact to the customer. Clients and customers. We offer full-service instructional design services, consulting, and more.

Is Your Measuring Stick Allowing You To Manage For The Better.

Dashe & Thomson

by Guest on April 2, 2011 in performance support Lynn Cases is a Senior Training Consultant for Dashe & Thomson. Lynn Cases, Senior Training Consultant Blog this! Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS Is Your Measuring Stick Allowing You To Manage For The Better? She currently leads training at General Mills for Standard Desktop Applications, SharePoint, and New Hire Orientation.

ID & eLearning Links 4/7/20

Experiencing eLearning

The bottom line is, relationships get stronger through empathy, service, and creating reciprocity where everybody wins. Go watch that customer service agent IN PERSON and see for yourself what they are doing well, what they are not doing well, and what they might be totally missing. The bootcamp is all about the business side of freelancing and consulting. As I read online, I bookmark resources I find interesting and useful.

44 Profitable Markets within the Training Industry

LearnDash

Customer Service Training. Customer Training. Food Service Training. International Translation Services. Training Consulting. The training industry is continuing to grow at a rapid pace, especially given the advancement in new technologies. For an individual, or company, looking to get involved in the industry, there are quite a few niches to get involved in.

The First Lever of a Successful CLO: Performance Transformation

Infopro Learning

Transitioning from Trainers to Performance Consultants. They need to be able to advise and guide the sales team on how to improve sales conversion, counsel the customer service team on how to acquire listening skills when dealing with irate customers, or empower the technology team to quickly deal with security breaches.

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6 Training Tips for Your Remote Workforce

LearnDash

Is it fast customer service? Plus, they can see how the training courses support their own job requirements and service goals. You may also choose to highlight real-life instances where the new skills your team is developing have had a positive effect on customer service and allowed them to put your company values into action. Good e-learning programs can help you grow your business and improve customer service.

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Gyrus Systems Earns Award For “Best Compliance LMS” By Talented Learning

Gyrus

Talented Learning is a news, research and consulting organization dedicated to the advancement of all aspects of extended enterprise learning technology solutions. " “It’s a an honor to be recognized again by Talented Learning in providing market driven solutions for our customers,” said Viren Kapadia, President and CEO of Gyrus Systems. “We are always focusing on customer needs, product innovation and services."

Silver Win for Learning Pool’s Marketing Team at the 2019 Business Brilliance Awards

Learning Pool

The Business Brilliance Awards celebrate the success of internationally leading companies and highlight a commitment to excellence among practitioners and consultants in a range of fields. Their innovative approach, such as geolocation-based advertizing and a brand new range of content-led campaigns, is really helping us make a difference for our customers and the wider online learning industry.

WITH REGARDS TO mLEARNING: A CASE IN POINT OR UP IN THE AIR

Wonderful Brain

Instead—and most important to our story—these were the folks customers dealt with at the airport, at check in and on the concourse; ticket agents, gate agents and personnel, support staff and customer service agents assigned at two of their New York City airport locations. This was, and actually still is, a young airline; established and branded for quality service and a unique series of amenities on their aircraft.

Lack Of Empathy Is A Sure Fire Way To Lose Customers

Allego

Today’s post is by Colleen Stanley, president of SalesLeadership—a leading sales development consulting firm that specializes in emotional intelligence and consultative sales skills training. It’s easy for sales organizations to default to the excuse that customers leave because of price. However, research shows that most customers leave because of “employee indifference.” They teach their salespeople to validate and paraphrase what the customers is saying.

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What You Need To Know About Learning Management Systems

Petra Mayer

Customizations —for a marketing and/or advertising firm (for example) customizations could add value to the user experience. Generally, there is 24/7 customer service, it is cost-effective due to its low-maintenance aspect and provides easy access to its users.

Learning Pool recruits Steve Sosinski to strengthen customer engagement in North America

Learning Pool

Based in Dallas, Texas, Steve has a long history in the online learning space, most recently as Learning Consultant for Capital One Bank where he served in the Learning Enterprise group, supporting the implementation of new learning technologies. . Their award-winning support and 98% recommendation rating is proof that they care about the customers and live by their core values.

Learning Pool revealed as ‘Top 50 Megabuyte Privately Owned Tech Company’ 2020

Learning Pool

The announcement, which saw Learning Pool improve upon last year’s ranking, was made at the annual Megabuyte50 champagne reception in Westminster, London in January, an occasion sponsored by Rothchild & Co and OC&C Strategy Consultants. Together, they identify the 100 best-performing companies within the UK ICT Services and Software sectors.

Why an Effective Employee Onboarding Plan is Crucial?

Infopro Learning

A well-defined onboarding plan can help you identify the right employees required for various business roles, whether it is leadership development , product knowledge training or customer service. Effective employee onboarding has the power to improve your business on multiple fronts. When planned and implemented correctly, your onboarding program will help you increase employee retention, boost productivity, increase profits and create your brand advocates.

27+ Best WordPress Development Companies Based on their Specialization, Location and Cost

The Be-all and End-all Guide to Creating a Supreme LearnDash LMS

Full-Service WordPress Agencies. As the name suggests, these WordPress development companies provide end-to-end web services. The main advantage of working with a full-service agency is that you don’t have to worry about coordinating with multiple different teams. Consulting.

Learning Pool receives ‘Partner of the Year’ honor from Humentum

Learning Pool

Humentum is a global membership association providing training, convening, consultancy and support. Originally a customer of HT2 Labs, Humentum partnered with Learning Pool following the acquisition of HT2 in June 2019.

Serious Games for Customer Success

Enable Education

Ever thought of including online games as a part of your customer education materials? However, as many product and services companies are finding, games are not only a useful tool in training internally, but are also an effective way to reach consumers. Generally speaking, treating customers as learners can build a large amount of trust, and can also maximize their usage of your products, and encourage repeat business. So, why create video games to educate customers?

Silver Win for Learning Pool’s Marketing Team at the 2019 Business Brilliance Awards

HT2 Labs

The Business Brilliance Awards celebrate the success of internationally leading companies and highlight a commitment to excellence among practitioners and consultants in a range of fields. Categories included ‘Best New Product Launch’, ‘Brilliance in Customer Service’, ‘Brilliance in Marketing’, ‘Brilliance in PR/Communications’, and of course, ‘Innovative Team of the Year’ for which Learning Pool’s team of marketers scooped Silver.

What Gets Rewarded Gets Done

The Performance Improvement Blog

Eduardo Porter, in a New York Times article titled, When Public Outperforms Private in Services , writes: The success or failure of an organization often depends on whether it can clearly identify its goals and align the interests of managers and employees to serve them. I remember consulting with a nonprofit health insurance company that rewarded customer service reps for the number of phone inquiries they handled in an hour.